Did I get scammed on an online store? Need refund advice

[Alyssa_17M]

I feel as if I got scammed I saw a tiktok ordered from the website and now as I look further into my payment the website claims they are not accepting orders even tho I paid and it traced me to Shopify which I believe the merchant had payment through here I need help with a refund plz 

[Greta]

Hi there, @Alyssa_17M.

I'm sorry to hear about this issue with your order, that definitely sounds like a frustrating experience. I hope I can provide some additional clarity for you. 

For context, Shopify is a software that merchants use to sell their products online, but we aren't involved in the day-to-day operations of any sites on our platform. You can think of Shopify like a mall, and merchants as stores in a mall. We do, however, have resources available for buyers who run into issues like this, such as our Online Order FAQ page which will answer a lot of the questions you may have. 

What we first recommend is trying to contact the seller directly. You can read more about how to do that in this help document. You can explain your concern to them and they will likely be able to rectify the issue.

If you're unable to get in touch with the seller, you can contact your bank or payment provider and inform them of the issue. Banks and payment providers such as PayPal have departments dedicated to buyer support and will have the resources necessary to resolve your issue, which may include filing a chargeback. 

Lastly, you can report the store to our internal team using this link. For privacy reasons, you won't be updated on the results of any investigations, however by reporting the store to us you are helping keep the Shopify community safe for all. 

I hope this information helps, and please let me know if you have any further questions!