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:25/05/2024

  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 formally address a significant concern regarding the abrupt and unwarranted closure of my Shopify store. This action was taken without justifiable cause and was accompanied by the retention of funds amounting to over 500 pounds, which are rightfully due to me.According to the communication received from Shopify, my store allegedly violated Section 7 of the Shopify Acceptable Use Policy. However, upon thorough review of the policy and careful consideration of my business operations, I can affirmatively state that no such violation has occurred. It is concerning that Shopify has neither provided concrete evidence to support this claim nor afforded me an opportunity to appeal their decision, which is a standard procedural expectation in such circumstances.Given the absence of any prior warning or a transparent process, the closure of my store has not only impeded my business operations but has also jeopardized the fulfillment of pending orders, thereby harming my business reputation and causing distress to my customers.In light of these events, I urgently seek the intervention of the Better Business Bureau to facilitate:- The immediate release of all funds currently held by Shopify Payments.- The reinstatement of my store access to enable the management of customer data and the completion of outstanding orders.I trust that the Better Business Bureau will recognize the gravity of this situation and provide prompt assistance to rectify these grievances. Thank you for your attention to this urgent matter. I am prepared to provide any additional information needed to support my case.My shopify url: 97f063-2e.myshopify.com

  Business Response

  Date: 03/06/2024

  Hi Mbarka, 

  This is Cosette from the Shopify Operations team. Thank you for reaching out. 
  
  I understand that you are looking to have answers regarding the decision taken to on your store. Our team has reached out to you on Ticket ID ************************************ back in May 17. There were some essential documents requested. Since there was no reply to this email, our team submitted a follow-up May19th. Since no contact was made with you, the account was then closed on the 22nd. If you would like to have this issue reviewed and reconsidered by our team, we would kindly request replying to that email directly. If you are having trouble locating said ticket, please look in your junk inbox or let us know, we will send another copy of the same email. 
  
  Warm regards, 
  
  Cosette T | Shopify Operations

• Initial Complaint

  Date:25/05/2024

  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 am compelled to file this complaint against Shopify following the unexpected closure of my store, which was conducted without just cause or prior warning. This closure not only prevents me from accessing my store and customer data but also leaves me without the ability to retrieve over 500 pounds in pending payouts.Shockingly, Shopify's notification claimed that my store violated Section 7 of their Acceptable Use Policy. I have reviewed this policy meticulously and can assert with confidence that my business operations have not breached any of Shopify's stated terms. It is troubling that despite this, I was not provided with any form of appeal process, nor was there adequate explanation or evidence to support this serious allegation.The lack of recourse and transparency in handling this matter is highly concerning. As such, I am seeking the immediate intervention of the Better Business Bureau for the following actions:- The immediate release of all funds currently held by Shopify Payments.- The reopening of my store to allow access to my customer data and to ensure I can fulfill pending orders, thereby preventing further harm to my business and distress to my customers.Your swift action in this matter would not only aid in rectifying the current injustices but also prevent potential reputational damage and financial losses.My store url: 30f753-c8.myshopify.com

  Business Response

  Date: 03/06/2024

  Hi Mbarka, 
  
  This is Cosette from the Shopify Operations team. Thank you for reaching out. 
  
  I understand that you are looking to have answers regarding the decision taken to on your store. Our team has reached out to you on Ticket ID ************************************ back in May 17. There were some essential documents requested. Since there was no reply to this email, our team submitted a follow-up May19th. Since no contact was made with you, the account was then closed on the 22nd. If you would like to have this issue reviewed and reconsidered by our team, we would kindly request replying to that email directly. If you are having trouble locating said ticket, please look in your junk inbox or let us know, we will send another copy of the same email. 
  
  Warm regards, 
  
  Cosette T | Shopify Operations

• Initial Complaint

  Date:24/05/2024

  Type:Delivery 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.

  Dear ***/*****,I'm filing this claim to report an issue with Shop app and ask for your kind help. Shop app placed an online order without my authorization while I was still browsing the vendor's webpage. I didn't even realize that I was logged in Shop App and was able to place an order. And there was no notification, confirmation or authorization request before they placed my order. The order they placed was with '*******************' on 5/24, with order number KQ2829939, in the amount of $76. In addition, Shop app didn't even have my updated information on file. To me this is a fraudulent transaction. Can you please help me solve the issue and get the refund? Thank you so much!

  Business Response

  Date: 25/05/2024

  Hi Dianyi,

  This is Cosette from the Shopify Operations team. We appreciate reaching out to us.

  I understand that you are looking for some support with a purchase that was processed by the Shop app. Would you be able to provide more information on how this purchase was processed? Were you browsing on the Shop app directly? Were you in a website that uses Shop pay? If it was the later, our shop app will always ask to verify your identify by either sending a text message to your phone or an email to provide you with a code that you can use to log in. After this, the only way to make a purchase is by going through the checkout of the store and providing shipping and billing information for the transaction to be processed.

  With that said, if you are looking to get a refund, the best course of action would be to contact the store directly and explain this situation. Shopify is only a platform provider and we do not have control over any day-to-day transactions from the stores that use our platform. 
  

  I hope this information is helpful and that you can find a resolution with this specific merchant.

  Kind regards,

  Cosette T | Shopify Operations

  Customer Answer

  Date: 25/05/2024

   
  Complaint: 21759208
  
  I am rejecting this response because:

  Regarding to the business response and the questions, I was browsing the business website, not the shop app. And it was my first time visiting that vendors website and shop app placed the order with them with one click. Which means i didnt receive any kind of communication to verify my identity. In addition, the shipping address provided to the business is still an old address which was only used a few years ago and no longer valid, and thats the shipping address on file in my shop app account. Before this issue happened, I didnt even realize that I was logged in shop app on my browser, and dont know how and when shop app collected my personal information and saved my payment information.

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

  Business Response

  Date: 31/05/2024

  Hi Dianyi, 

  Thank you for clarifying this information. Even if this is the first time you have visited a merchant's store, when you go to click on proceeding to place an order as a one-click purchase with Shop Pay. Most of our merchants have the option to offer their clients a one-click purchase option. In order for the one-click purchase to work, the system still ask you to provide either an email address or a phone number. This will then provide you with a verification code that you must enter for the purchase to be processed. This indicates that you now have signed in with Shop Pay and will proceed to retrieve the information you have entered previously and process the purchase. 
  
  Please know that this is not a default, if you choose to proceed to the regular checkout, you have the option to manually enter your information and then proceed with the payment. If you select to continue to use the Shop Pay, it will update your information and provide you with a couple of options to pick from next time to decide to make a purchase with Shop Pay. 
  
  I hope this provides you with more clarity on how Shop Pay works. Feel free to reach out if you have any further questions. 

  Kind regards, 

  Cosette T | Shopify Operations

• Initial Complaint

  Date:24/05/2024

  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 lodge a formal complaint against Shopify for the sudden and unjust closure of my online store. This abrupt action has been taken without prior notification or a valid explanation, leaving me unable to access my store or the pending payouts.Despite multiple attempts to resolve this issue through Shopify's customer support, I have encountered nothing but unhelpful responses. As of now, I am left without access to my store and have significant pending payouts with Shopify Payments, which I fear *** not be released to me.This situation is not only distressing to me as a business owner but is also affecting my customers who are unable to access their orders. This has escalated to the point where customers are threatening to initiate chargebacks, further complicating the matter.I urgently request the intervention of the Better Business Bureau to assist in:- The immediate release of all pending payouts owed to me by Shopify.- Restoration of access to my store so that I can manage and fulfill existing orders, thereby preventing further damage to my business reputation and financial stability.My store url: 30f753-c8.myshopify.com

  Business Response

  Date: 03/06/2024

  Hello ****,
  
  My name is *****. I'm an Operations Lead here at Shopify, and I'll be glad to help you with this.
  
  Security is important to us at Shopify, and due to the public nature of the BBB, we are unable to discuss senstive account details here. With that in mind, I have sent you an email and created a ticket (# ********) to request additional information.
  
  Once you reply to that email, we can speak directly about your account and look into any applicable next steps.
  
  I look forward to your response.
  
  Kind Regards,
  ************ | Operations Lead

• Initial Complaint

  Date:24/05/2024

  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.

  On 5-18-24 I contacted Shopify abruptly froze my account with any warning of any kind. Ive spoken to 3-4 different people and each person says its gonna be escalated but they cant give me any answers. They are illegally holding almost $1,000 and just recently 5-22-24 closed my account. I still never really received any emails as to whats going on nor do they have a number to speak to a live agent. This is against the law to illegal hold a persons money to draw interest especially with any form of communication as to whats going on.

  Business Response

  Date: 28/05/2024

  Hi ****,

  My name is ********, I'm a Support Lead here with Shopify. Thank you for taking the time to share your experience, and I regret to hear of the challenges you've been facing.
  
  Upon checking, I have not been able to identify any accounts connected to this email address. To clarify, for security reasons, we can only communicate with the Account Owner on any issues involving a specific account, and it can not be on the BBB portal as this is a public platform.
  
  I order to proceed, I will need you to respond here with the email address associated with the account in question. Once you have done that, I'll be able to reach out to you directly in a separate and confidential email to authenticate you (verify as the Account Owner) and we can then take things further. Until the authentication has taken place, we will not be albe to move forward.
  
  Kind regards,

  ******** | Support Lead

  Customer Answer

  Date: 28/05/2024

   
  Complaint: 21754060
  
  I am rejecting this response because:

  my email address is **********************

  ******************

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

  Business Response

  Date: 05/06/2024

  Hi ****,

  Thank you for coming back to me with the relevant information. Please note that there's an existing 57f8c636-6b56-4299-929d-c0332ae50b57 ticket where you have been provided with further intructions and requirements on May 24, 2024, however, we haven't received a response from you.
  
  Please direct all of your communications/inquieries to the above mentioned ticket.

  Kind regards,

  ******** | Support Lead

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21754060
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

   

  That is a complete lie and you know it I submitted the required documents to show the legitimacy of my business on 5-24-24. You should be ashamed of yourself for lying and dragging this process out knowing youve clearly seen proof yourself.

  Customer Answer

  Date: 05/06/2024

  
  Complaint: 21754060
  
  I am rejecting this response because:

  
  That is a complete lie and you know it I submitted the required documents to show the legitimacy of my business on 5-24-24. You should be ashamed of yourself for lying and dragging this process out knowing youve clearly seen proof yourself.

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

  
  

  Business Response

  Date: 10/06/2024

  Hi ****,
  
  Thank you for sharing your thoughts further. Similar to what I shared in my previous response, all the relevant information and guidance is contained in the 57f8c636-6b56-4299-929d-c0332ae50b57 ticket.
  
  Please direct all of your communications/inquieries to the above mentioned ticket in order to proceed towards a resolution.

   

  Kind regards,

  ******** | Support Lead

  Customer Answer

  Date: 13/06/2024

   
  no one is getting back to me and they are still illegally holding my money 

   

   

  Complaint: 21754060
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Business Response

  Date: 24/06/2024

  Hi ****,
  
  Thank you for your response. The relevant team has provided you with guidance on the matter in the email sent to you on May 24, 2024. That email contained very specific requirements, specifically four, which have not been met yet. Please note that those requirements will not change under any circumstances, and can not be bypassed.
  
  Please refer back to 57f8c636-6b56-4299-929d-c0332ae50b57 ticket.
  
  Kind regards,
  ******** | Support Lead

• Initial Complaint

  Date:23/05/2024

  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.

  We have two accounts that our payment processing abilities were both suspended. During the suspension we had balances in each of the accounts totaling $1942.03. Shopify has been holding these since 11/30/2023. Nowhere in their terms of service does it outline holding funds for this long of a time. The only number mentioned in their terms of service is 180 days. We are well beyond that 180 day ***** They do not respond to any emails. When using their help center online chat option, agents join, we explain the issue and they disconnect from the chat. The times that we were able to engage an agent they simply tell us that they do not have control over billing and that they will escalate our case.

  Business Response

  Date: 29/05/2024

  Hello ********,
  
  My name is *** and Im a Support Lead at Shopify.
  
  Thank you for sending this complaint through to **. I can recognize this situation has not been ideal and I shall be reviewing your store to determine what has occurred. 
  
  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 some questions to authenticate yourself and the store and once this is answered Ill be able to investigate. 
  
  Warm Regards
  
  Jef - Shopify Support Lead

  Customer Answer

  Date: 30/05/2024

   
  Complaint: 21751899
  
  I am rejecting this response because: Shopify did not resolve the issue and still has not released our funds. They continue to drag this out just as they have been doing since November of 2023. Attached you will find an email that we received which simply states that they are "escalating" to a different department. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/06/2024

  Hello ********, 
  
  As per our emails with you we are currently working to resolve the issues. One of the issues and confusion we've had to overcome was the fact you have two stores using two different email addresses, none of which are connected to the email address you used with this complaint. 
  
  With one of the stores I've sent you an email providing the steps you need to complete to change your payout to an external bank account. Once this is done the payout will be processed. 
  With the second store we've had to reach out to our banking partners to have the hold released. An email has been sent explaining this to you. We are waiting on their response which will hopefully not take too long. 
  We are actively working to get everything resolved ******** and there has been no dragging out of anything, we can only work with the information we've been provided. 
  
  Kind Regards 
  
  Jef - Shopify Support Lead 

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21751899
  
  I am rejecting this response because: Shopify's agent, Jef, whom we have been communicating with via email for seven days now, not only has not helped to resolve the issue but actually managed to steal more money from us. Attached, you will find a screenshot from Jef and Is email chain. *** explains that he has "granted us a 3 day free trial so that we can login to our account and change our payout settings. He explains that this step is necessary in order for us to receive our payouts. Upon following his exact directions as to how to access our account, we were taken to a landing page where we had to select a "Package". The cheapest option was for $5.00 per month. For the sake of not having to rely on the unacceptable slow email response time from Jef and Shopify, we opted to just pay the $5.00. Upon hitting submit, we were charged $152.00 which Shopify considers a past due balance. There were no warnings as to how much we would actually be charged nor did we agree to pay that. Please note, this account was only kept open because we had pending payouts that we have not received in seven months. It is safe to assume that if we were to have closed this account, we would never have received those payouts. This is criminal activity. We will be opening up a second complaint with the *** as well as filing a civil lawsuit. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:23/05/2024

  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.

  Shopify is withholding my sales and is refusing to give me a resolution.-I recently had a sale for my online course in which I made well over $7,000 (majority of sales were on May 10th. On May 10th or the 11th I used shopify chat to get answers as to why it said my payouts were paused. They referred me to an exisiting ticket and advised they cannot see the details of the ticket due to it being assigned to a specific team. I was told to respond to the previous email in which I did a total of 3 times in a matter of 11 days. I've chatted with technical support/Advisor Chat etc and NO RESOLUTION or timeframe for a resolution even though I have ALREADY given away my products and services

  Business Response

  Date: 24/05/2024

  Hello *******,
  
  My name is *** and Im a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I can recognize this situation has not been ideal and I shall be reviewing your store to determine what has occurred. 
  
  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 some questions to authenticate yourself and the store and once this is answered Ill be able to investigate. 
  
  Warm Regards
  
  Jef - Shopify Support Lead

• Initial Complaint

  Date:23/05/2024

  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.

  Since May 9, 2024, our re.golf website has been down, causing significant revenue loss and customer dissatisfaction. Despite following all provided instructions, updating the domain's TXT records, and escalating the problem with continuous follow-**** our re.golf website is still down and unavailable even today, May 23. We initially filed a complaint under ticket number ******** and subsequently raised another ticket, number ********. Both times, we asked Shopify to help fix our website right away. We've communicated extensively with Shopify's support team, including ******, trying to get things sorted out fast. But even though they said they'd get a special team to help, we still don't know when our website will be back up. We need Shopify to take this seriously, keep us updated, and get our website working again fast.

  Business Response

  Date: 28/05/2024

  Hi ****,
  
  My name is *****, Im a Support Lead at Shopify. Thank you for letting us know about the issue youre having with your domain, and I appreciate your patience while our team looked into this. Due to the public nature of this platform, we are unable to share specific information about your account here. I have sent you an email with the ticket number ********. Please respond to that email with the requested information and we can continue looking into this. 
  
  Thanks, 
  
  ***** | Shopify Support Lead
  
  

  Customer Answer

  Date: 29/05/2024

   
  Complaint: 21749890
  
  It appears that the technical issue has been resolved. We would also like to kindly request a refund for the fee charged last month. Due to the delay in fixing the issue, we were unable to make use of the store during that period. Your understanding and assistance in this regard are greatly appreciated. Thank you.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 30/05/2024

  Hi ****, 
  
  Im glad to hear that the technical issue has been resolved! Ive sent you another email on ticket #******** with more information about your refund request. We will need to authenticate you as the account owner before we can proceed, so please respond to the email that I sent on ticket #******** with the following information:
  
  -Your first and last name
  -Your full myshopify.com URL
  -Note: the response must come from the email address associated with the account (you can do this by forwarding this email to your account holder email address and responding from there)
  

  Thanks, 
  
  ***** | Shopify Support Lead
  

  
  

  Customer Answer

  Date: 04/06/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:22/05/2024

  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 opened a business account with ********************, **** where I use them to process my invoices. On May 8, 2024 they put a hold on my payouts, refusing to pay me the money my customers had paid me for good already delivered. I was never contacted and only noticed the hold after I went into my account to see why I was not paid. I have opened multiple tickets with no answers as to why my funds are on hold and was even told, "We don't know why they are on hold" was told someone would contact me within 24, 48 and 72 hours on multiple occasions. It's been 14 days with no contact, no emails and no explanations. There is no phone number to call and the only way to contact is thru a digital chat box where the people who answer will not give any info and no phone numbers to call.

  Business Response

  Date: 29/05/2024

  Hi ******,

  My name is ********, I'm a Support Lead here with Shopify. Thank you for taking the time to share your experience with us. 

  Security is of the utmost importance at Shopify and all relevant information can only be discussed with the Account Owner we have on file, and away from any public platforms such as the BBB. With that in mind, I have reached out to you directly in the ticket #********.
  
  Once I hear from you there from an email address associated with the account in question, we'll be able to proceed.

  
  Kind regards,

  ******** | Support Lead

   

• Initial Complaint

  Date:22/05/2024

  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.

  Starting April 29, 2024 Shopify has held 100% of our payouts/funds and is not paying us the money from our customers orders. It's now over $220,000 they are withholding. To this day, we still have not received an email from them explaining why the payouts are on hold. We've reached out 3 times to their support team with promises to be responded to and still no response. Today I reached out to their banking partner *********** and Trust and was told they were not aware Shopify was withholding payouts. We cannot run our business without getting the money from the orders our customers are placing. We have no other option but to get an attorney and try other avenues for help.At this same time they are offering us $590,000 in their Capital funding. If they were worried about our account, they wouldn't be offering us over half a million dollars in funding.

  Business Response

  Date: 26/05/2024

  Hi *******
  
  Im ****, a Support Lead here at Shopify. Im glad you reached out about the payout hold on your store. I recognize the strain that payout delays can create for businesses, and appreciate the urgency here.
  
  Unfortunately the email address you used to make your BBB complaint isn't authorized on any stores that I could find. Because of the urgency, I reviewed further and was able to locate an account that I believe is the one you're concerned about, and brought it to the attention of the correct team internally. I understand that the account owner for that store will have already heard from a team here at Shopify. 
  
  Keep an eye out for that contact and address any questions you have about payout holds in reply to it. That team will be able to offer clearer information, since it's a secure channel, keeping your account information safe. 
  
  Kind regards
  **** | Shopify Support

  Customer Answer

  Date: 28/05/2024

   
  Complaint: 21746708
  
  I am rejecting this response because: While the payouts have been released I have yet to hear from anyone at Shopify. I'd like to know the reason my payouts were on hold and how to avoid this in the future.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 30/05/2024

  Hi *******
  
  **** here again. Thank you for letting us know that you hadn't received communications as I'd expected. 
  
  I followed up with the team again and they emailed right away, with that message going to the account owner's inbox. I hope you've received the information now, and that it has given you the context you needed. 
  
  If not, please reach out to our Support team to let them know that you're not receiving emails sent by our Trust team. They'll be able to authenticate your details and securely use that information to troubleshoot. 
  
  Alternatively, you can respond here and I'll do my best to offer help without access to the private account information. 
  
  Kind regards,
  
  ****
  Shopify Support