I ordered something from a store that no longer exists, how do I get a refund for nonfulfillment?

[RepEvox]

Hi, I ordered a floss tool from myflossfriend.com which no longer exists. They never sent me tracking and I never received anything from them. It's only about $20, but I don't want to support someone who scams customers. How do I go about receiving a refund? I made a complaint to shopify but never heard back. I have an order number and receipt via email and in my bank statement.

Thanks,

Alec

[Shay]

Hi @RepEvox 

Thank you for sharing those details with us here. It's never great to place an order for something and never receive it. I am glad to hear that you did report this store, if it is on our platform our team will review the merchant information and ensure they are upholding our terms of service and acceptable use policy.

Our support is not able to manage orders or refunds on behalf of merchants that do use our platform. If you are looking to receive a refund for this order I recommend contacting your credit card company or bank as they have processes in place that can help you with that. 

[Penny26]

No your reply was not helpful. I contacted the bank first and they said that shopify took my money so they need to deal with the Merchant

[Shay]

Hi @Penny26, thank you for joining this conversation. I understand that you are looking for a refund for an item you purchased through an online store. Shopify is a software provider and we do not manage or control the businesses that use our platform. In these situations we can take action against fraudulent businesses to remove them from our platform, but we have no ability to provide refunds, exchanges, or mediate customer order disputes. 

Shopify will not be able to process a refund or exchange for the item you purchased. Shopify does not have the money you spent on this item, the store you purchased the item from does. Only your bank or the merchant you purchased from can assist you with a refund.