How can I get a refund from an inactive online store?

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I would like to get some help.

I placed an order on the 1st of November, and I received on the website the confirmation the order was done and would get an email.


I have not received an email of confirmation, money has been taken from my account.

I reached out on the 3rd to the store seller who claim to respond within 2 - 5 hours and no reply.


I waited until today, and I emailed the email address they show on the website, however the email address is no longer in use.


I tried calling but the phone number is also no longer in use.


The live chat of Shopify is horrible and not useful at all.

I just want my money back.


How can you have stores active and let them take money when they are no longer even selling anymore?

Reply 1 (1)

Shopify Staff
1346 102 193

Hi, @Larcade.


Thank you for reaching out. I am sorry you have not received your product or heard back from the store directly.


Shopify is the website and shopping cart service that some merchants use to run their online stores. However, we do not manage the shipping or sales of the store. We advise replying via the original order notification email you would have received. Suppose you don't receive your order in a reasonable amount of time. In that case, you can always reach out to PayPal or your credit card provider for further options regarding your payment and possible refund options. We cannot recover your money for you as we do not operate businesses on behalf of our merchants on the platform. I will say this, though, we absolutely do not condone any fraudulent activity on Shopify. If this does happen to be a Shopify store, filing a claim with your bank will trigger a notification internally, which we can use to investigate the shop as needed. We will look into the store's activity and take action where appropriate. 


Thank you,

Emily | Social Care @ Shopify 
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