How to get a refund from a counterfeit seller?

[Tori747]

I purchased an order from a Shopify business and did not realize they were selling counterfeits. Luckily I was able to email them and cancel the order before it shipped but now they are not sending me a refund. What should I do?

[Blair · Accepted solution]

Hi @Tori747,

Thank you for reaching out to the Community. 

I definitely understand where you're coming from regarding your order and would be happy to share some insight on how we can help. 

As Shopify is a platform used by many merchants to sell online, we are unable to manage day-to-day operations or intervene in the order process. If however, you placed an order online, I'd encourage you to check out our Order FAQ Page for more information on how to proceed.

If after 4 weeks you have not received a response from the shop regarding a refund, we recommend contacting your bank for steps on how to proceed. This will ensure that the appropriate guidance can be given as well as the next steps on how to retrieve funds to get this resolved. 

Please let me know if you have any other concerns.