How can I get a refund from a vanished online store?

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I feel I was scammed I ordered an infinity hoop almost a year ago and have not recieved it. I have contacted their support and they tell me they will only refund with a couple hrs of purchase. That was a one-two months after I had not gotten it. And now their shop has disappeared from shopify completely. Do not know how to report an issue when there is no URL anymore. I want my money back and don't know how to go about it and plus I don't even use that card anymore. 

Reply 1 (1)

Shopify Staff
1223 129 184

Hey, @Leikerfarley!


Thanks for getting in touch and I appreciate it is unpleasant when you pay for something that never arrived.


Just to note, Shopify is a service that helps merchants set up their own, branded online store – however we do not have any involvement with the processing or shipping of orders, nor do we handle payments or refunds.


Usually we recommend reaching out to the seller in order to resolve this however in your case you've already attempted this to no avail. In order to get a refund, you would need to get in touch with your bank or card provider. Some financial institutions have consumer protection mechanisms and will be able to check what options are available to help you with this situation. I recommend reading this article here that explains how to request help at the main banks. 


All the best!

Maz | Social Care @ Shopify 
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