Where’s the Support?

Shopify Discussion

Topic summary

A merchant’s Shopify store was shut down on January 26, 2025, without prior notice. Despite providing all requested documents, Shopify is withholding the merchant’s funds with minimal communication.

Key Issues:

  • Support repeatedly claims the case is “escalated” but provides no follow-up
  • Risk and Payments teams respond approximately once per month without offering resolutions
  • The held funds represent the merchant’s entire capital, preventing business operations and employee payments

Actions Taken:

  • Multiple support contacts made
  • Direct emails to Risk and Payments teams
  • BBB complaint filed (Shopify has 14 days to respond)

Current Status: The situation remains unresolved after weeks of attempts. The merchant warns prospective users to reconsider the platform due to this experience with account suspension and fund withholding.

Summarized with AI on October 31. AI used: claude-sonnet-4-5-20250929.
1

I like how they are making these communities and ads pushing they care about your business, but the reality is: this platform doesn’t give a da*m about your business. I’ve been a Shopify merchant for 2 years, but on January 26, 2025 Shopify shut down my store without prior notice. I provided all requested documents, yet they refuse to release my funds and have completely ignored my emails.

  • I’ve contacted Shopify’s support multiple times—they keep saying my case is “escalated,” but I hear nothing back.
  • I’ve emailed the Risk Team & Payments Team—they respond once a month at best, without an actual resolution. an last email I have from them is literally nonesense.
  • I filed a BBB complaint, and now Shopify has 14 days to respond.

This situation is devastating to my business. How can Shopify justify holding my money with no communication?

mind you the money they are holding, is all my captal and can’t do anything without it. I have employees to pay and this doesn’t just effect me, and it’s more than a online litte store. so if you are about to start your business in this platform please take you time to rethink it.

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