Julie, here from Shopify Support.
I'm sorry to hear you're having troubles with a specific vendor. Is this a vendor from AliExpress, perhaps? If so, AliExpress is a completely separate entity from Shopify. However, they do have a Buyer Protection program you can use to file a claim against a vendor. If this isn't an AliExpress vendor, please let me know and I'd be happy to offer a few suggestions on next steps.
Thanks for the additional info, Brad. It sounds like you've instead ordered a product from an online store.
I'm so sorry to hear that you've had this issue. I should clarify that Shopify does not have our own vendors; we just provide businesses with the technology they need to run their online stores. As such, our merchants are completely independent and they are responsible for running their business (fulfilling orders, etc.) - we don't ship or manage the stores’ inventory or orders.
We absolutely understand that it's frustrating to have an online order fall through and we do, however, have a detailed FAQ to help you with the next steps.
I hope this clears things up!
Hi. I am agree with the fact that you are not responsable with the how busineses running the activity trough Shopify. But you need to consider that you offer them all the posibilities to promote an sell (and take our money as customers) their products. In this case, is convinient to pay 30-40 usd/month for all the tools that shopify can give you, to scam all the people out there.
I have the same situation. I bought an online product (not physical) and is not working. The vendor doese not answer me to any communication channel. My money are gone, my product doesen't work, the vendor is happy because he scams me and Shopify is happy because have an active subscription from a scam vendor.
There must be a way to fix this. Is it necessary to open a new thread on this topic?
I can completely understand the frustration and stress in having to face these types of issues with your online orders. While we do our best to take action against fraudulent stores using our platform, we also strongly encourage customers like yourselves to report these instances to our team for an internal review.
Creating a new thread won't be necessary. Instead, for next steps, including how to submit a complaint for a specific store, please refer to our detailed FAQ. Once your report has been submitted, it will be automatically sent to a specialized team for review, and they will be taking action as necessary.
Thank you for reaching out and bringing this to our attention.
As you can see, Shopify will not help you. They have a vested interest in stores staying online because this is their business model and how they profit.
I have evidence that demonstrates illegal activity for about half a dozen stores selling counterfeit items. Some have been reported over 15 times now and Shopify does nothing to stop the repeat infringement (This is illegal here in the US and a safe harbor exclusion with the right law firm).
I encourage you to send your complaints to the RCMP here. https://cyber.gc.ca/en/cyber-incidents as I have. I have worked with them before and I know they will help me. Good luck to you.