All things Shopify and commerce
Is there any way for a customer to report a vendor to Shopify for not delivering product & poor CS?
Hi, @Hatman63!
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.
Julie | Social Care @ Shopify
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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!
Julie | Social Care @ Shopify
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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?
Thank you!
I have the same issue. It appears that Shopify is just a scammer platform hosting and enabling other scammers. I order my product and never heard from them. I was direct to check the progress of my order on Shopify, but just had garbage answer saying it was shipped and asking me to say it was already delivered. Now the cooksetwsite is no longer available and Shopify is covering their tracks, telling me it is a privacy issue that they can’t tell me who scammed me. Avoid Shopify like the the plague.
Complaining with Shopify is useless they provide the tools o guidance no backup with vendors and all they do is to promote all those marketing gurus who are the only ones who really make money out of this scam to small stores like mine. The merchandise is always out of stock their refund policy is zero e en if the customer never receives the item and there is NO ONE to talk to. Yes! I believe this is a SCAM!
Unhelpful. You do have a responsibility to ensure you are not providing services to criminals. I'll be using this post as evidence to the FTC that you are enabling thieves and washing your hands of their thievery. Until you actually remove "shopify" from the URL, you will continue to be a target of unhappy customers. It's companies like yours that enable and with the virus, no one has the patience or time to deal with people like you and your hands off approach to theft.
This is all nice i read everything but the issue when you go to report, specific order you cant, the shop that i buy from shopify sent me email confirmation but without option to view the order online so I don't have a way to report it, what is the other way to report order, as i'm not satisfied and they didn't deliver the services as promised and the mislead people and you cant report them or file complaint.
I tried many times to resolve issues, they don;t respond with days, when they respond they tell you need some time to wait etc. I asked them for refund but they don't respond.
Regards
Thank you very much I will try that tomorrow, just if you are interested this is the store https://lbee.tech/ they have Instagram page as well.
Regards
Julie - I also ordered boAt speakers and other stuff at a huge discount sale. VIREN BHARATBHAI KACHHADIYA was the vendor. unfortunately there is no website or place I can track and there is no email address. The shopify page also doesnt exist anymore ? where do I complain? the following is supposedly the shopify landing page - which doesnt exist anymore ? https://360e87.myshopify.com/77306757414/checkouts/d9a42dab781731a163d407201204c164/thank_you
My question is how do I track the vendor ? How do I get the refund? This Business is based out of India . The transaction happened on 15 June. The ad appeaared in FB if I aam correct. so by all means I thought these are legit and the payment was processed through payu. Now if payment processor and the virtual store provider like you decline the responsibility for a vendor like this who in all probability is an online fraud - Are you not supporting this illegal stealing of money? what kind of tools you have to track these guys and share their Phone numbers? where can I report these cases with Indian cyber crime authority ? I would appreciate if you can give answers to my queries
Regards
Ganesh
Hi, @laurentiuszabo and @Dabmtntom.
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.
Julie | Social Care @ Shopify
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- Was your question answered? Mark it as an Accepted Solution
- To learn more visit the Shopify Help Center or the Shopify Blog
Hi Julie
I don't envy your job but the common theme seems to be lack of goods paid for, a classic scam costing your company money and trust. Surely just by looking on trust pilot UK which shows over 75% nil rating they should realise there is a general retailer problem. I am still waiting for goods and to say the retailers are independent is no excuse as it wasn't obvious to me when I bought the item that shopify wasn't the seller. I wasn't aware of the platform but I am now. I note it is also becoming a policy that the origin of goods is excluded from descriptions or in very small print and the customer will miss out. No shopper should have to complain so many times and your management really have to look at themselves and consider their positions.
Is this a joke? I opened my store on April this year and all I have had so far are problems with suppliers recommended by Shopify I even think they rate these suppliers but the truth is none of them are useful! you place you order they don't fill it out and a while they cancel it! they don't refund the money and you look horrible with your customers I am being forced to close my store because the only orders they complied with took over a month and the products were of horrible quality. I know this because I, myself have to order to see what was going on and now. I changed suppliers and I have a supplier now called MUITII I think it is and they are telling me that they don't know why the supplier is refusing my orders I have pay them on time I have been their loyal customer and this is like they're punishing me for something! How can you do business with a supplier that is not reliable they have not even one supplier in there that is worth it and the other ones want a fortune so why is Shopify doing this to the merchants the people that have trusted their platform we are dropping like flies I have invested a lot of money in advertising because I think they might have a linked with this marketing companies because they know that you cannot do it on your own and you're going to need help. These so called gurus that they talk about they are not they don't have the knowledge to help anybody and now that you can't even get in touch with them there is no phone number and they just answer emails whenever and however they want to so I'm stuck in the middle of this nightmare and my advice to whoever wants to start a Shopify store is DON'T! Your answer will be TBA Shopify is not responsible that they're third party vendors well, YOU SHOULD NOT ALLOWED these vendors in your site after all these complaints! Allow merchants to work with their own dropshipers then! It's the fair thing to do people!
What they are doing is illegal in the United States. There are some lax commerce laws (especially when related to copyright) in Canada. I would suspect
this is why they are located there as well. Again, contact the authorities (RCMP) in Canada and make a complaint against Shopify.
That's not my point, here! Shopify needs to police itself and/or have some control over who gets on Facebook. What defines a legitimate storefront? Why not a Shopify license number? The platform is becoming the wild west! I will not buy anything anymore from a Shopify store and I have told many others the same.
This store was up yesterday had FB ads all over the place - I foolishly placed an order - but today the store is aldreay gone?
so it is obviously a fraud; the payment made through PayPal went to someone named Nguyễn Anh Dũng
I was at least smart enough to use a CC which I can dispute the charge as soon as it hits my account. What does Shopify do to alert customers when there is an open and close fraud like this?
Again, it's not shopify's responsibility... plus how would they know? They sell the TOOLS to create an ecommerce website.
Read my above post.
Seriously... How are they "allowing it?" they have 100's of 1000's of legit customers who purchase their TOOLS to create 100's of 1000's of legit shops... with millions of customers who buy from them every day without issues It is not their job to police each shop and every customer's transaction. You want that... shop one of the popular marketplaces where you still could get defrauded.
Another example... if YOU buy a hammer from a home improvement shop and you smash in your neighbor's car window... is that the home improvement responsibility on how YOU used the hammer? Its not right? Its the same concept. Shopify sells tools. They are not a marketplace!!
Let's not forget... with all the cyber fraud going on... one would think... and this may be a stretch here... but... one would think that one would do a little research before buying from a website they never heard of before. Would it not make common sense to do a simple little search for reviews on the unknown site before you bought from there? I would think so. But that's just my opinion.
This thread should be closed.
It can not be their responsibility. They are not investigators or law enforcers... and they do not dictate policies that shop owners have to comply with in regards to how each of us run our own business. What if you got a lot of complaints which stemmed from an irate customer... who felt you did not live up to their expectations and they filed multiple complaints and as a result, your shop was shut down? It would not be fair. Why? because they are bogus complaints? Who's to say that. If you are going to look at it from both the consumer and vendor's side... look at it from both sides. Would you like your site shut down because someone told you how to run your business?
Bottom line... again... Shopify is not a marketplace. They do not dictate how you use their tools. Their free trial is open to anyone... so virtually anyone can create a shop, be it live or test for the time of the trail... and maybe, just maybe that's what happened to some of these people... where someone created a trail shop... loaded some products etc... and decided they were not going to continue with the shop. And they did not close it down... and when it expired it was removed... but the day before a consumer bought something from the UNKNOWN shop... and the next they are no longer there. That is possible and probable. Granted there are bad people out there who are bogus etc... there are tons of bogus websites out there... but is it not up to each of us, as consumers, to shop responsibly and use common sense? Shop with a protected payment option... and check reviews when shopping with someone you never heard of before. If you shopped with protective payments... then it is easy to get your money back... if you checked the unknown shop out prior to ordering... more than likely they would not have placed the order to begin with. As you see... its all common sense.
Im not saying its all the shopper's fault. But they are partially to blame along with the fraudulent and some careless trail shop owners. None of these are shopify's responsibility. Why? they are NOT a marketplace like the handmade market places... or the huge retail giant or auction sites that we are all familiar with where sellers sell under their umbrellas... therefor are held compliant to their policies and ways of doing business. Shopify only sells us the tools to open up a shop... like a landlord of a storefront. They are not investigators or law enforcement officers to determin what is right or wrong... There are other recourses for consumers with complaints.
Again... Shopify provides us with the tools to set up a shop... What we do with that shop any online shop is OUR responsibility... be it as the shop owner or the consumer.
Wrong.. It is their responsibility to abide by the law as an online service provider. Something they are in violation of in the US. I have the proof. Do your research on copyright safe harbor and repeat infringement.
WOW!!
lol Proof? Do you know what you are talking about???
What does copyright safe harbor and repeat infringement provisions have to do with someone being defrauded by a bogus or inactive website? NOTHING!!!
However... I will respond with... The Digital Millennium Copyright Act includes a set of provisions commonly known as the DMCA Safe Harbors. (17 U.S.C. § 512.) These provisions are designed to protect online service providers (OSPs) from liability from copyright claims arising out of conduct by their end-users that copyright holders claim is infringing: when, for example, users submit content to an online service that does not belong to them, this could be an act of copyright infringement. right?
If specific procedures and requirements of the DMCA are satisfied – matters that are frequently challenged in copyright cases – the OSP has no liability for money damages, and at most only fairly harmless exposure to injunctions (court orders directing the OSP to do or not do something).
Your proof only proves my point... the service provider... IS NOT LIABLE. Again this is NOT A MARKETPLACE!
Wow what? Shopify is not above the law. They have to comply with repeat complaints and they do not. What is it that you don't understand?
Law? Did I ever say they are above the law? I never said they are above the law... learn to read or learn to comprehend what you read and not make an argument that makes you look like you have no idea of what you are talking about.
You point out a specific reference to a Federal Act and clearly, within that act, it states Online Service Providers are not responsible for their end-users content. Hmm, I guess you know more about laws than I do... I'm only a US Federal Officer. So whatever you say.
Have a great rest of your day.
Shopify allows repeat infringement and does not enforce a repeat infringer clause on its network. This did not work out well for Cox Communications recently. A federal officer who knows nothing about the DMCA obviously. You're part of the problem.
Again, learn to read my friend.
If you have a copyright complaint, which BTW is totally different from what this thread is about, file your complaint with the proper resources and authorities for such against the party committing the offense. It is NOT the service provider's responsibility as clearly noted in the very act you referenced. They are not the copyright police. They can not determine if something is being infringed on or not. There are proper resources for this. If you knew anything you would know that much.
Have a great rest of your day.
This all sounds good but what I an asking of Shopify is the information they have under which the fake vendor setup their account so that I can pursue them myself.
I agree, they should have some standards in place if not for any other reason than to protect their own brand. If I am scammed by anyone whose website indicates "www (dot) blahblahblah (dot) SHOPIFY (dot) com" then they are implicating the platform. I believe that there is a duty and should be a willingness to fight for the consumers and not just for vendors who may or may not be legit. otherwise their brand and their platform become automatic "oh shopify. no thanks" and we consumers will click right past.
@Shelly__T
I agree, Look at the (sometimes poor) reputation PayPal has, I know we were losing sales because we only accepted PayPal and people said they refused to deal with PayPal because they'd had a bad experience in the past.
It would be near impossible for Shopify to police their stores, but perhaps a review process similar to eBay could help weed out the bad apples.
I totally agree. It a kind of "guarantee" that I do not deal with scammers the use of Shopify. But as I see Shopify is not doing any check before co-operating. So no trust to Shopify.
Hi there, I would also like to complain about a vendor. I ordered something from Henri's Toys back at the end of December and despite sending two emails to them directly and an email to a 'docpopshop', I have not heard back.
How can this be resolved?
Samantha
I need to report a fraudulent vendor using Shopify-how do I go about doing this?
Attention Customers with Complaints!
Keep in mind Shopify only provides products and services to businesses (like mine)... just like a bank or home improvement box store or any other wholesaler or business to business provider. They are not an online retail marketplace where vendors sign up to showcase and sell their goods and services under their website and a name like some of the giant marketplaces out there.
A company, again like mine, buys Shopify's products and services and we use those tools to create a website and eCommerce platform to sell our products and or services. Just as a contractor may buy a box of nails and some wood from the local home improvement box store to build that deck in your yard. If you hire a contractor to do a home improvement or repair... and there is an issue with the contractor... whatever the issue... do you go to the home improvement store to complain and tell them they should police what the contractors, and everyone else for that matter, does with the nails and wood or other tools they sell them? Do you see how ridiculous that sounds?
If you went to the grocery store and bought some milk and it is sour... do you go to the dairy farmer and complain? No, you don't.
If you paid a deposit for a wedding photographer and they went out of business before your wedding... do you complain to the manufacturer of the camera or film? No, you don't.
If you go to a major retailer's website and order a blender... and you don't get it... do you go to the manufacturer and distributor of that blender to complain? No, you don't. Do you go to the retailer's bank and complain or complain to their accountant's office, the insurance company, the web-host, the janitorial company, the landlord of their warehouse or retail stores properties, etc? No, you don't. And if you did what would happen? Nothing. All those people service the retailer... they do not control the retailer's actions or lack of.
So what to do?
There are proper channels to make complaints about online stores. Making complaints to whoever sells them the tools and resources to have an existence online is not one of them and will end up nowhere as they have no jurisdiction or control over that. Same as the home improvement store has no control over how a contractor uses the nails they sold them.
If you ordered online... you probably paid with a secure payment option like credit card or online payment provider. That should be your first place of action... Stopping or reversing the payment. You should have an idea where the shop is located... contact their local district attorney's office, BBB or other consumer protection agencies. There's a lot better places to complain where it will make a difference. That's my point.
I wish you all good luck in recouping your losses... or taking actions against those bad vendors.
Marianna
I get this message when i clicked on an ad from this site. https://powervide.myshopify.com/products/neste
Oops, something went wrong.
What is the issue? Is it a scam?
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