How can I file a formal complaint against Shopify?

Shopify Discussion

Topic summary

A merchant is experiencing a payment issue where funds expected in their Shopify balance account have not arrived, and Shopify support cannot locate the money or provide a clear timeline for resolution.

Key Concerns:

  • Customer service agents are described as dismissive and unhelpful
  • Lack of transparency about missing funds
  • Loss of trust in Shopify’s handling of merchant finances

Action Being Taken:

  • Plans to file a complaint with the FTC (Federal Trade Commission)
  • Seeking recommendations for additional regulatory bodies or agencies where complaints can be filed

Status: The issue remains unresolved, and the merchant is actively looking for formal channels to escalate their complaint beyond Shopify’s internal support system.

Summarized with AI on October 29. AI used: claude-sonnet-4-5-20250929.
1

I loved having my store on Shopify until this situation I am now dealing with where Shopify has no idea where my money is and just gives me the run around about when my money that was supposed to be in my balance account today, will be available. Their agents are so dismissive and dont care if your problem gets resolved or not but you DO NOT PLAY WITH SOMEONE’S BUSINESS OR THEIR MONEY! I will be filing a complaint with the FTC but is there anywhere else i should be filing a complaint? I am so disappointed in the lack of care for their merchants and our businesses. The service they offer has become just horrible and they dont care about the merchants that support them. This is not how you do business. I no longer trust Shopify and do not feel that they even care whether or not I get my money. Anyone have any other places I should be filing a complaint? THIS is not how you do business!

Thanks in advance.