Consumer Rights

Shopify Discussion
1

To Shopify Support Management,

I am writing regarding the abrupt deactivation of my store on December 24th and Shopify’s subsequent actions which raise several consumer protection concerns. During my free trial period, I made a test purchase to understand the platform, not realizing it would process a real charge. Instead of providing guidance as a new user, Shopify immediately deactivated my store and is withholding my funds for 120 days without explanation, which appears to violate several consumer protection regulations, including:

  • The Electronic Fund Transfer Act (EFTA) which requires clear disclosure of terms and conditions for fund holds

  • The FTC’s Mail, Internet, or Telephone Order Merchandise Rule requiring clear communication about service restrictions

  • State consumer protection laws requiring transparent business practices and proper disclosure of terms

  • The Consumer Financial Protection Bureau’s regulations regarding arbitrary fund holds without clear justification

The support process has been particularly troubling. Not only have I received no substantive response to my appeals, but I recently received an email meant for another customer entirely - a potential violation of data privacy standards. Despite claims of escalation, I have received no meaningful resolution. As a consumer, I am legally entitled to clear communication about account restrictions and proper handling of my funds. I request immediate clarification of the specific reasons for my store’s deactivation, proper review of my appeal, and expedited release of my funds in accordance with consumer protection laws. Please respond within 5 business days with a detailed explanation and resolution plan.

Sincerely,

Deanne Lewis

2

This is exactly what they are currently doing with mine. Termination within days of opening my site, no explanation, and now my payment processor is charging me for sales made to the terminated account that I have no access to. Shopify has not responded to a single one of my escalated tickets.

3

Yeah they think Because they reside in Canada they are above the law. But you can’t do business in America like this. I am beyond upset at the lack of communication and appalled that I received an email to somebody else