How can I report fraud if I can't trace the store on Shopify?

[tanujan]

Just received this message and no email confirmation. Now I'm unable to do official complaint on shopify's website and I can't trace back the store as well.

[Ollie · Accepted solution]

Hey @tanujan.

Thanks for reaching out.

I am sorry to hear about the trouble with your online order! As Shopify is a platform that hosts online businesses, we do not manage or ship the orders ourselves. In this case, are you able to select the store URL in the message that you have received to see if that successfully takes you to the online store?

Since we cannot look into the order that has been made, it would be best to attempt to reach out to the business that you have made the purchase from. Typically, an online store will have a Contact Us option located towards the footer of the website.

Looking forward to your response.

[VictimOfFraud]

Ollie, I am also a victim of this. The problem is there is no store online and the link in the email is bogus. I cannot figure out how to report them through your system, because they don’t give me a valid order confirmation url to include in the ‘report an issue” page. How do I cancel the order, as I never heard from them again or received an order - at the very least they should not be listed on your site! You are responsible for not doing due diligence in listing them. 

please advise.

[Olivia]

We appreciate your frustration and will try our best to guide you in the right place.

While we are unable to confirm which businesses use our services due to client privacy, there is a strict protocol in place to address such situations. Please review our in-depth Buyer FAQ to familiarize yourself with your rights as the buyer and next steps you can take to help mitigate this situation. Should it be a store that is hosted on Shopify acting in bad faith, then steps will certainly be taken to investigate the matter.