How can I secure a refund for undelivered items?

[sgarcia6132010]

How can I get my money back on 2 items I ordered and never recieved them? I have emailed SO MANY times and they won't answer, nor return my money! I am at a loss for words with these thieves!! I have contacted tiktok many times as well and nothing. 

[AvadaCommerce]

Hi @sgarcia6132010 

Shopify doesn't directly interact with how stores operate or force refunds but they do investigate any reports of fraudulent activity.

The best bet for you now is to report an issue with a Merchant by referring to this link here.

I hope this helps.

[sgarcia6132010]

Thank you for your email.

Here's the thing, every time I try to type in the link to the website or
the url, shopify site does not accept it.
All I have is the following:

YunExpress.com
New.yuntrack.com

Order# BCFOBCE22012760211
TRACKING# YT2202721272098431

Unless I'm doing something wrong, I cannot report this site....

I don't know what else to do.

[Victoria]

Could you try using this link to report an issue with a merchant. From the drop down menu, you can select 'Non delivery of a product,' and click view steps to report an issue with an order.

To find your order confirmation URL:
1. Find and open your order confirmation email.
2. Click to view your order.
3. Copy the URL from the order confirmation screen.
4. Paste the URL in the Order confirmation URL field.

When entering your order confirmation URL, it should look like this ex. https://shop-name.com/123456/orders/3eafe8f0d00763d09a4fc302589d2747

For more information on contacting a store regarding an order and best next steps, please have a look at our help center resource here.

[Victoria]

Hi, @sgarcia6132010.

I understand not receiving an order you've placed on a store is not an ideal situation. Since you have made many attempts to contact the store with no resolution, you can Report an issue with an order.  When reporting an issue with an order you'll need to enter your Name, Email entered when placing the order and the order confirmation URL. 

Shopify is an ecommerce platform with tools that enable stores to build their websites and sell their products online. We don't sell any of the products ourselves, nor do we fulfill or ship out any orders or manage the day to day operations of a store. 

If you're unable to reach the store or you don't hear back from them, your next best course of action would be to contact your bank or payment processor to see what they can do to help and look into a refund. Please keep in mind that they usually require that at least 30 days have passed before they take any action. However, your bank or payment processor would have more information on this.

If you believe that a store is violating our Acceptable Use Policy, you can fill out the form(s) included in this post and we will investigate material reported to us and take action if it violates the Acceptable Use Policy. For more information, I recommend looking into our Online Order FAQ.