How to report an issue with an unreceived order?

[Anitra25]

I am desperately trying to get help for an order I never received. The order was placed in June. I cannot find the proper channels for help. I am being asked for info I don't have and thus absolutely no help from there. Can anyone offer support on what to do - or do I now need to file a claim against Shopify as well as the retail vendor? Thank you for the help! 

[Blair · Accepted solution]

Hi @Anitra25,

Thank you for reaching out to the Community. 

I definitely understand where you're coming from regarding an order that you placed online 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 still have not received your order, 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. 

[Anitra25]

Thank you! I have gone through all of the above and got turned back to shop. I really would just like a resolution. Thank you again but I still need help.