Hi there, @Cplant1973.
Welcome to the Shopify Community thanks for reaching out to alert us about your order.
While it's possible that the store you bought from may leverage Shopify services, each store on Shopify is its own business and operates individually. Shopify can't access order information and does not manage the day-to-day operations, orders or shipping on behalf of merchants. That being said, I'll be happy to share some steps that are available to you.
Contact the merchant directly:
If you have exhausted all avenues to contact and resolve your concerns with the merchant directly, we recommend that you reach out to either your bank/credit card provider or PayPal depending on how you paid for your order. This is because most banks have built-in security measures to protect you as a buyer and they will be able to provide you with the appropriate next steps. Your bank/credit card provider or PayPal will truly be in the best position to help provide you with further options regarding your payment and possible refund options.
I want to emphasize that we absolutely do not condone any type of fraudulent activity on Shopify. If this does happen to be a Shopify store, filing a claim with your bank will trigger a notification internally at Shopify. We can use this information to investigate a store as needed. We will take a look into the stores’ activity and take action where appropriate. For legal and privacy reasons we will not be able to share the results of this investigation with you.
Another option, instead of filing a claim with your bank is to click the following link to Report an Issue if it's been 4 weeks and you have not received your order or a response from the merchant. When filling out this report select Non-delivery of a product from the drop-down menu. Our team will take a look and proceed with an investigation if it is determined to be necessary. If an investigation is needed, again for legal and privacy reasons we will not be able to share the results of any investigation with you.
Lastly, I'd like to share the following resources to help improve your online shopping experience and what next steps you can take when ordering online.
Thanks for letting us know, @Cplant1973.
I can definitely understand not receiving the product you ordered is not ideal.
Since you haven't received a reply from the merchant, you can file a complaint via this form and select Non-delivery of a product. Additionally, you can also contact your bank/payment provider directly as most banks have built-in security measures to protect you as a buyer and they will be able to provide you with the appropriate next steps and possible refund options.
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