Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:13/06/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am currently owed $$3,343.99 in payouts that have not been deposited into my bank account, preventing me from accessing crucial funds for the daily operations of my business.My account has displayed the following message: "Your payouts from Shopify Payments are on hold while we review your account. This is a standard review, and this hold does not prevent your customers from checking out."None of their chat agents have provided a clear explanation of what is under review. When I inquire, they avoid answering directly.While this amount might be insignificant for Shopify, it is the lifeline of my business. The delay is severely impacting our operations.I did not receive any notification via text or email regarding this hold. I only discovered it while investigating the missing payouts. Shopify has not fulfilled several promises, and this situation has exhausted my patience. I urgently need the payout released immediately.

  Business Response

  Date: 16/06/2024

  Hi Job,
  
  My name is **** and Im a Senior Support Lead at Shopify.
  
  Thank you for reaching out in regards to your account. In order to review your account and concerns, I will need to receive some further information to continue look into this on your behalf. 
  
  Due to the public nature of the BBB I am unable to discuss account specific details. I shall email you at the email provided on this complaint with further information to continue our investigation on your account. 
  
  
  Warm Regards
  
  **** | Shopify, Senior Support Lead 

  Customer Answer

  Date: 17/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  The problem has already been fixed.

  
  Sincerely,
  
  Job ****

• Initial Complaint

  Date:13/06/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify has been holding my profits for 14 days without any explanation of why. I am scheduled in their systems to collect sales payments daily and they have not paid once.They will not give me a reason for the hold other than "it's in review" or "it has been escalated". They only supply support via email or online chat. They do not have a phone number. I keep getting told wait 48 hours and try again. It's been 2 weeks of the same answers and I am sick and tired of it.

  Business Response

  Date: 24/06/2024

  Hi *****,

  My name is ********, I'm a Support Lead here with Shopify. I regret to hear of your experience with Shopify, however, upon looking into the matter, I'm happy to confirm that the matter has been resolved. You have received the funds, and a confirmation of that on ticket #********.
  
  Kind regards,

  ******** | Support Lead

• Initial Complaint

  Date:13/06/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint against Shopify, the e-commerce platform, regarding the withholding of payouts from my merchant account associated with store link a625c3-3.myshopify.com since May 18th, 2024. Despite repeated attempts to resolve this matter amicably, Shopify has exhibited a pattern of negligent behavior and non-responsiveness, resulting in severe financial repercussions for my business and others similarly affected.The suspension of payouts from my merchant account by ******************** without due cause has precipitated a deleterious impact on my business operations. The abrupt halt in cash flow has placed my enterprise in a precarious financial position, exacerbated by outstanding loans provided by Shopify which we are unable to service due to the withholding of funds. This constitutes a clear violation of the ****-******************* Street Reform and Consumer Protection Act of 2010, which safeguards against predatory financial practices.Furthermore, Shopify's egregious lack of transparency and accountability in handling customer inquiries and grievances is indefensible. Despite repeated attempts to engage with Shopify's customer service representatives, all correspondence has been met with silence, indicative of a systemic failure in their customer service infrastructure.The wanton disregard for the financial well-being of its users and the ensuing reputational damage inflicted upon our brands is wholly unacceptable.I fear that Shopify may resort to retaliatory measures, such as the closure of my merchant account, in response to this complaint. Such actions would only serve to further exacerbate the harm inflicted upon my business and underscore Shopify's disregard for consumer rights.I demand an immediate resolution to this matter, including the release of all withheld payouts. Failure to comply will leave me with no choice but to pursue aggressive litigation to seek restitution for the irreparable harm caused by Shopify's egregious conduct..

  Business Response

  Date: 17/06/2024

  Hi ******
  
  Im ****, a Support Lead here at Shopify. I recognize that you've had a longer than expected wait for progress on your store's payout hold and apologise for any strain your business may have experienced. 
  
  I can't release account specific information via the public forum of the Better Business Bureau (BBB) but can outline what action I've taken in general terms. I reviewed your concerns and, recognizing the urgency, reached out to the team that contacted you initially. They reviewed your replies immediately and moved forward to the next step. They then contacted you by email with an update and information about the scheduled payout. 
  
  Any lingering questions or concerns can be sent to the team as a reply to their latest email, so they can respond to you directly. 
  
  Kind regards,
  
  ****
  Shopify Support

  Customer Answer

  Date: 18/06/2024

   
  Complaint: 21844900
  
  I am rejecting this response because:

  It leaves my business and my customers in a precarious position. I only received a response when reaching out to a regulatory authority, only for my merchant account to be closed in the end. I expected nothing less. 

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 26/06/2024

  Hi ******,
  
  I appreciate your response, and should clarify that a wait of 4+ weeks for a response about a hold is not expected or common. I have recorded detailed feedback about your experience.
  
  The next step to resume processing transactions on your store is to set up a different payment gateway. The list of payment gateways available to US Shopify stores can be found here: ********************************************************;

  Any further questions about the Shopify Payments account may be directed to our internal team in the direct ticket communication you have with them.
  
  Kind regards,
  
  ****
  Shopify Support

• Initial Complaint

  Date:13/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep concern and frustration regarding ongoing billing issues associated with my Shopify accounts.Background:In April 2023, I purchased two ready-made stores from Shopify for $20 each under a promotion.The promotion included $1 charges for the first two months and then $41.44 per month for each store.I used one store (Rare Jewels) and did not use the second store (pet supplies).Issues:In September 2023, I requested a refund for the unused store, which was granted along with the store's inactivation.Despite this, I have been double-charged for both stores continuously.I did not log into the unused store, contrary to what has been suggested by your support team.Actions Taken:I closed the Rare Jewels store as advised to stop the subscription.However, charges have continued even after the store's closure.In May 2024, I noticed ongoing charges and canceled them through PayPal.Request:I request a full refund for all double charges from September 2023 to the present and to ensure that no further charges are made to my account.

  Business Response

  Date: 16/06/2024

  Hi ******,
  
  My name is **** and Im a Senior Support Lead at Shopify.
  
  Thank you for reaching out in regards to your account. In order to review your account and concerns, I will need to receive some further information to continue look into this on your behalf. 
  
  Due to the public nature of the BBB I am unable to discuss account specific details. I shall email you at the email provided on this complaint with further information to continue our investigation on your account. 
  
  
  Warm Regards
  **** | Shopify, Senior Support Lead

• Initial Complaint

  Date:13/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I, (*********************** and *********************** aka ***), signed up for training to learn all about e-Commerce and Shopify, with a successful and well-known Certified Shopify Educator, *****************************. We cautiously signed up and our Shopify store was built and launched on April 7, 2024, with a customer domain (Our Store URL: ********************************** or *********************** ). We both have invested a lot of time and money into our training and Shopify store, while balancing full-time jobs, family life, managing a few rental properties and required travel. We added more Zendrop products, placed real test orders and were preparing for our very first social media Ads when the store was taken down with no warning.If we have done something incorrectly, we expected communication of some sort. We contacted their support via chat, and in one day or so, we got an email from Shopify, at my email address of ( ****************** ), which stated that in order to have our store re-established, we needed to reply with further information. We replied to the email, answering their questions with attachments, but there has been no response in going on two weeks, even though we have sent several emails, asking for an update or reasons why. I have talked with their customer support via chat again, but the only thing they say is that they do not have access to, or contact with the Risk ********************** and just told us to wait. Our monthly charge for Shopify will be due soon, and we do not know what to do at this point. My wifes SSN and banking information are still attached to the store, and we signed up for several dropshipping vendors through the Shopify App Store, and are concerned about additional charges and orders, that as we cannot access via our Admin account, to cancel orders or put a hold on filling any orders until our site is brought back online etc. This is a terrible experience. Please help!Shopify Ticket ID: ************************************

  Business Response

  Date: 16/06/2024

  Hi *****, 
  
  My name is **** and Im a Senior Support Lead at Shopify.
  
  Thank you for reaching out in regards to your account. In order to review your account and concerns, I will need to receive some further information to continue look into this on your behalf. 
  
  Due to the public nature of the BBB I am unable to discuss account specific details. I shall email you at the email provided on this complaint with further information to continue our investigation on your account. 
  
  
  Warm Regards
  
  **** | Shopify, Senior Support Lead 

  Customer Answer

  Date: 17/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business to me directly, in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:13/06/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is in relation to how a DMCA takedown request has been handled by shopify and it's impact on my store. There are SIGNIFICANT issues in how this is handled and is left to considerable abuse by competitors. I had a competitor, for example, that filed a DMCA takedown request claiming copyright ownership. Claiming ownership of product photos we both utilized from the same suppliers and product details exactly the same. Further, they reported every facet of my website, including my company contact details, blog posts (which are AI generated, by the way). The issue here is that Shopify automatically takes down all pages submitted in the request. Then you submit a counter request of which they notify the claim creator. Then they have ***** days to notify of any legal actions being taken. This is ***** day, fully automated, that a competitor can easily use to attack your site. In my case, I have over ****** visitors to my main landing page during this period. ****** visitors that had no products to review. ****** visitors that got a bad initial experience and will not be returning to my site. Hundreds of overall pages now 404'd in search engines. Tanking my domain authority. Causing long term ripples in my SEO efforts. Dropping my rankings. I even have backlinks being removed, likely because they're detecting no end points to my products and stripping them out. Seriously... how is this even possible? Filing a DMCA request should not rapidly take down pages. It should allow for response and require the entire process from the one requesting the takedown. The way shopify handles this causes real damage to established businesses. I would highly encourage anyone serious about SEO to stay off this platform and find something that handles the process better. Perhaps I should just start filling arbitrary DMCA requests against my competitors to take their search traffic. On top of all this - they will not contact you via phone to discuss. Only email.

  Business Response

  Date: 14/06/2024

  Hello ****,
  
  My name is *****, I'm an Operations Lead here at Shopify and I'll be happy to look into this with you.
  
  As far as I understand, at this time you have provided a counter notice and your web pages are displaying as intended. If this is not the case please let me know so I can look into that aspect further.
  
  In regard to the **** process, I can certainly understand the frustration, and am happy to provide feedback to the appropriate teams. For additional context, Shopify follows both our own policies regarding potential copyright infringement, but also the policies of **** itself (such as the ***** day timeline regarding a counter notice).
  
  Shopify also takes the submission of false or bad faith **** claims seriously, and there are processes in place to address false or bad faith **** claims. If you believe the **** claim on your business was submitted in bad faith, I would recommend responding to your ticket with our Trust & Safety team with as much context as possible. 
  
  Should you have any other questions or concerns, please do not hesitate to let us know.
  
  Kind Regards,
  ************ | Operations Lead

• Initial Complaint

  Date:06/06/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify has illegally withheld my funds for over four months TOTALLING OVER ******!!!!!!!!!!!!!, causing severe financial hardship for my business. Despite numerous communications with Shopify representatives, no resolution or explanation has been provided within a reasonable timeframe. This constitutes a blatant violation of my rights as a merchant and contravenes several Canadian laws, including:Consumer Protection Act: Shopify's actions may be considered unfair business practices, as they have failed to provide services as agreed upon and have withheld funds without justification.Contract Law: Shopify has breached its contractual obligations by failing to disburse funds according to the agreed-upon terms and conditions.Tort Law: Shopify's actions may constitute a tort of conversion, as they have unlawfully interfered with my right to possess and control my own funds.I demand the immediate release of my withheld funds in full, as well as compensation for the financial losses and damages incurred as a result of Shopify's unlawful actions. I am prepared to pursue legal action if necessary to protect my rights and seek appropriate remedies.THIS IS ILLEGAL.

  Business Response

  Date: 14/06/2024

  Hi ***,
  

  My name is *****, Im a Support Lead at Shopify. Thank you for letting us know about the issue youre having with your payouts on hold. I can appreciate that this is a difficult situation, and that youre looking to resolve this as quickly as possible. 
  

  Due to the public nature of this platform, Im not able to provide any further details here. In order to continue looking into this, I have sent you an email with the ticket number ********. Please respond to that email with the requested information and Id be happy to continue looking into this.
  

  Thanks, 
  

  ***** | Shopify Support Lead 

• Initial Complaint

  Date:06/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,We are a company based in *********, *********, named PearlPals ******** Our website, kicksheaven.com.au, is a Shopify-based store specializing in sneakers and streetwear. All of our products are genuine, and we have provided Shopify with our purchase invoices to prove their authenticity. We have always adhered to Shopifys rules and regulations.However, today we received a sudden notification from Shopify that our store has been closed without any prior warning or specific reason given. This unexpected closure of our store, which we have been operating for over six months, has left us extremely frustrated and puzzled. Our company relies on this store for our livelihood, and we operate legally and compliantly, we spent over $10k per month on ads, staff wages and more. Therefore, we wish to file a complaint with Shopify and request assistance in restoring our online store.Thank you for your understanding and support.

  Business Response

  Date: 14/06/2024

  Hello,
  
  My name is ****, I am an Operations Lead here at Shopify.
  
  I will be supporting you through this request. Due to the sensitive nature of this request, I will be sending you a private email through our support system in order for us to discuss a plan to reach a resolution. The ticket number is: 48413244
  
  I look forward to hearing from you and moving forward with this request.
  
  Sincerely,
  Lali | Shopify Operations Lead

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Amount of money owed to the business: $17,000 What the business committed to provide you:Payment processing services.What the nature of the dispute is:Shopify has withheld $17,000 from my business account for a week without any notification, reason, update, or request for documents they are simply stating it is a standard review meaning I can still process payments from customers I just do not have access. Multiple attempts to resolve this through customer support have failed, with representatives stating they cannot disclose any information, causing severe financial hardship.Whether or not the business has tried to resolve the problem:No substantial effort has been made by Shopify to resolve the issue.Enter the amount of money you paid the business :$17,000 Details of the laws being violated:Shopify's actions appear to violate the *************** Transfer Act (EFTA) and Regulation E, which require disclosure of terms, prompt error resolution, and prohibition of unauthorized transactions. Additionally, these actions may constitute Unfair, Deceptive, or Abusive Acts or Practices (UDAAP).Resolution sought:I demand Shopify to release the withheld $17,000 and provide an explanation.

  Business Response

  Date: 13/06/2024

  Hi *****,
  
  My name is ***. I'm a Support Lead here at Shopify, and I'll be glad to help you with this.
  
  Before delving deeper into your inquiry, I want to acknowledge any challenges or delays youve encountered. Your experience is important to us, and we are here to assist you every step of the way. Since youre already in contact with a dedicated member of our team, I encourage you to reach out to them directly for assistance or updates. They are best equipped to provide you with the most relevant and timely support. We appreciate your patience as they work to help resolve matters.
  
  Your security is important to us at Shopify, and due to the public nature of the BBB, we are unable to discuss sensitive account details here. If you would still like to discuss your issue in greater detail, please respond to this message to confirm, and Ill reach out to you via a private email to assist further.
  
  I look forward to your response.
  
  Kind regards,
  
  *** | Support Lead

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started a free trial and eventually decided I didnt want to spend time on that at the time. I have gone fully through the cancel process 3 times, a starting in February 2024. It is now June and they continue to charge me every month *****. I want them to stop taking my money and refund the last 4 months.

  Business Response

  Date: 13/06/2024

  Hi *******,
  
  Im ****, a Support Lead here at Shopify. I emailed you directly when your complaint first arrived, but haven't heard back. I reached out by email because BBB responses are public, so they're not a safe place for us to share information specific to your account. The message I sent was as follow:
  
  "I'm keen to dig into the issue and help you resolve it, and I need a bit more information from you to get started. 
  
  I need the .myshopify.com URL for the store you created so that I can authenticate your connection to it and access the account information and history. If you don't know the .myshopify.com URL, you can use the Store recovery tool to find it: ******************************************************* "
  
  I'd ask that you check your emails for a message with the BBB # of ******** in the subject line, and reply to my message there to keep your data safe. I'll get back to you directly ASAP.
  
  Kind regards
  
  ****
  Shopify Support