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:17/10/2026

  Type:Billing Issues
  Status:

  UnansweredMore 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 are using shopify as payment processor.we also have REMOVEDexpress check out.we enabled both of the options.we are getting double charged on transaction fees.shoipify should not charge us when customer chooses REMOVEDcheckout.this is a rip off. we cant pay 7% fees on the transaction. we request refund from shopify.otherwise we will be ending our relationship.

• Initial Complaint

  Date:16/10/2026

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 received a notification from shoplify that they would be ceasing my ability to accepts payments for my small business called everybody deserves a home llc. I sell childrens books about why affordable housing on my Shoplify. I have had this account for years and have been a paying customer. When I reached out to Shoplify to determine why payments would be ceased I first tried through their chat. I would explain the issue the REMOVEDwould try to fix or help me press different options and every single time would come to the conclusion that it was locked on both their side and my side. This back and forth would take hours explaining what was wrong and trying to work through the issues and I tried over several days. Each time the REMOVEDwould tell me they made a ticket but that there was nothing else they could do as it was a merchants issue. Essentially they said that because my business is formed as a sole proprietorship and that I was the sole member of my llc that even though i correctly under tax law listed my SSN instead of an EIN which I do not need to have that in shoplify system my business needs categorized as individual instead of sole proprietor. Even though that is what my business is. Individual lets you have the social while sole proprietor has ein. On my shoplify I listed my social under ein which is legally allowed but shoplify wont let me fix. Finally I was contacted by shoplify merchants. They asked me to do a w9. Which I submitted. They said the date was missing. I resubmitted. Then they told me I need to submit an EIN. I dont have an EIN. I dont need an EIN. I am the sole member of a LLC with no employees and no healthcare. REMOVEDwont respond. They are taking my 49 a month but refusing to help me or let me solve the most minor issues. Chat told me they cant help. Merchants wont REMOVEDly or even try to help me get this resolved. I dont know what to do. I just want to run my business like I have the past several year with 0 issues.

• Initial Complaint

  Date:15/10/2026

  Type:Billing Issues
  Status:

  UnansweredMore 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 complaint concerns Shopify Payments (REMOVEDs handling of a returned $241.15 merchant payout and its failure to provide a working bank-update REMOVEDShopify account was held in my name, using the store name REMOVEDand an old REMOVEDEIN. The payout carried the business name and was rejected by my personal Chime account because of that mismatch.Shopifys October 10, 2026 email acknowledged that the payout was reversed on October 8 and that my closed store prevents me from updating my bank details.I have contacted support approximately 10 times and spent hours seeking help. For about a week, representatives repeatedly promised that the Merchant Trust or specialized team would email me with next steps, but I still have no working bank-update link or confirmed payout date.On October 13, support acknowledged that the email reply channel was broken and promised direct outreach. On October 15, another representative confirmed that no working outreach had reached me since October 13. He documented the problem but again referred responsibility to the specialized team.I request written confirmation of the returned funds status, a secure method to verify and update an eligible receiving bank account, reissue of the full $241.15 without additional fees, and a confirmed payment date. Please assign one contact to manage this through REMOVED: 05qne8-kq.myshopify.com Merchant Trust reference: a311fa36-f3bf-49ed-83a6-b6b2e92dbac9 Additional case: 4b5c5b99-1acc-4b8a-9b57-eedc9f3e196c Support ticket: REMOVEDSupporting PDFs contain Shopifys acknowledgment and repeated escalation promises.

  Customer Answer

  Date: 23/10/2026

  Additional Information CFPB Complaint Filed
  I have also filed a complaint with the REMOVED(CFPB) regarding Shopify Payments failure to release my outstanding $241.15 merchant payout.
  My CFPB complaint number is 261016-39953575, submitted on October 15, 2026, and it remains open.
  Shopify acknowledged that the payout was reversed on October 8, 2026, but I still have not received the funds or been provided with a working, secure method to update my payout bank details. Despite contacting customer support approximately REMOVEDa confirmed payment date.
  I am requesting that Shopify resolve this matter by confirming the current status of my returned funds, providing a secure method to update my banking information, and reissuing the full $241.15 without additional fees.
  I am adding this information to my BBB complaint to document that I have also sought assistance through the REMOVEDand that the issue remains unresolved.
  
  

• Initial Complaint

  Date:15/10/2026

  Type:Billing Issues
  Status:

  UnansweredMore 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 October 15, 2026, Shopify disabled Shopify Payments on my store (y31iue-ei.myshopify.com) citing "financial risk." This was the first and only communication. I received no prior warnings and no chance to address any REMOVEDstore metrics: 292 orders (all paid in full), 0.69% chargeback rate (below the 1% card-network threshold), 38 orders fulfilled this month. The store operates under a different account holder and bank account than any previous stores.Shopify is holding $15,728.32 in payouts until February 14, 2027. This freeze prevents me from fulfilling 193 open customer orders. The products (laptop sleeves) are in hand and ready to ship, but the frozen funds were earmarked for shipping costs. Shopify cites fulfillment risk while holding the exact money needed to fulfill.I submitted a formal appeal (Ticket: 1e7a14e5-5a27-4fbb-9ea8-a5866b82464c) and separately requested a rolling reserve instead of a full hold. Awaiting response.Desired resolution: release the full $15,728.32 in held payouts. At minimum, convert the full hold to a reasonable rolling reserve so I can fulfill my 193 open customer orders.

• Initial Complaint

  Date:08/10/2026

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  A $20 promotional credit was removed from my Shopify account last week without my authorization. When I contacted Shopify customer support about the missing credit, the support agent (REMOVED) was dismissive and refused to help restore it. The issue remains unresolved. I am requesting that the $20 promotional credit be restored to my account.

• Initial Complaint

  Date:08/10/2026

  Type:Delivery Issues
  Status:

  UnansweredMore 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 placed an order and it said spend $200 get a $50 shop credit. My order was for well over $200 but the $50 shop credit never appeared. I contacted customer service and they were no help at all. I want to place an order but need the $50 shop credit. I am requesting the $50 shop credit be added to my account since I met the terms by completing the $200 order.

• Initial Complaint

  Date:08/10/2026

  Type:Billing Issues
  Status:

  UnansweredMore 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 had canceled my services with them back in August 2026. They just charge me October 6 $89 and $39 which is what their subscription was. Ive been in contact with them trying to get this refund and they are basically refusing to go further because they are telling me that they need a reference number that the bank cannot even give because there is no reference number and it shows on my bank account these charges and I gave them a reference Number.

• Initial Complaint

  Date:07/10/2026

  Type:Billing Issues
  Status:

  UnansweredMore 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 own REMOVED, which operates REMOVEDat REMOVEDhave paid Shopify monthly subscription charges for approximately six months. Shopify disabled Shopify Payments following an identity-verification review. I provided government identification, business formation records, tax documents, and other requested information. Appeals were denied on August 26, September 16, and October 6, 2026, without identifying what could not be verified or giving me an actionable correction process.On October 1, I submitted another formal dispute with updated documents. Shopify acknowledged receiving it but denied it again on October 6, stating only that my business presented a level of risk it could not support. Shopify refused to disclose the review results. The latest ticket ID is REMOVEDrestriction prevented the store from operating as an ecommerce business. During a real customer test, checkout displayed: This store cant accept payments right now. The payment did not process, and the store has generated no Shopify sales.I asked Shopify to identify and correct the verification problem and requested a refund or credit for the subscription charges paid while checkout was unusable. Shopify refused, claiming the store remained active. Although the website and paid subscription remained open, it was not commercially operational because customers could not REMOVEDsays the decision is final and ordinary support cannot override it. It now requires me to obtain and pay for a third-party payment gateway. Despite repeated good-faith attempts through support chats, appeals, and document submissions, Shopify continues collecting subscription fees without providing a specific explanation, a meaningful correction process, or a refund.

• Initial Complaint

  Date:07/10/2026

  Type:Delivery Issues
  Status:

  UnansweredMore 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 filing this complaint against Shopify regarding an unfair policy enforcement on the Shop App. In September 2026, I completed an order totaling over $200 with a merchant ("Mobile Monster"), earning $50.00 in Shop Cash rewards. I redeemed that reward on a subsequent order ("Five Star Hobbies").Following this, the merchant (Mobile Monster) unilaterally canceled and refunded the original $200 order due to an inability to fulfill their inventory. I did not initiate this return; it was a merchant-side inventory failure.Despite this being entirely outside my control, Shopify automatically deducted $50 from my account, placing me into a -$50.00 debt balance. When contacted, Shop Support (Representative REMOVEDconfirmed that even though the merchant caused the failure, the platform holds the consumer liable by garnishing all future earned rewards to pay off the -$50.00 balance, or suggested I delete my account entirely.Holding a consumer in financial/rewards deficit due to a third-party merchant's failure to deliver goods is an unfair business practice.

• Initial Complaint

  Date:07/10/2026

  Type:Delivery 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.

  09/30/2026 automatically charged for $50.88 something called "fee threshold" which no one from Shopify can explain to me.10/4/2026 Automatically billed for $422.94 Total Shopify owes me $473.82 On 9/28/2026 I received an Email from Shopify what I now know was a phishing email but did not know at the time I clicked on the link in the email asking me for my checking account numbers. I Immediatley clicked out of the link and did not give my business details. Then I knew it was probably not coming from Shopify.A few days later I received emails from Shopify that there is "suspicious activity" on my account 9/30/2026 I was billed for $50.88 for something called "Fee Threshold" that no one can explain to me.10/4/2026 I got billed for $422.94 which my monthly bill from Shopify on this date is usually $41.34 for their "Basic plan". Someone or Shopify hacked my account and changed my Basic plan to an Advanced Plan and billed me for it. It already came out of my bank account.Since I received the emails about suspicious acivity I have spent the last few days trying to prove to Shopify that my account has been hacked. I NEVER authorized my Basic Plan to an Advanced Plan. I want my money back immediately.

  Customer Answer

  Date: 14/10/2026

  Hello,

  The company Shopify did give me a credit for the disputed transactions.  Thank you for your help in this matter.

   

  Kind Regards

  REMOVED