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I bought a item off of a website that used shopify, while it was loading my downloads it said it had been canceled but I still got charged 110 dollars and didn't receive my item. The full Payment went through on my recent activity.

Reply 1 (1)
Shopify Staff
Shopify Staff
1526 218 188

Hi @xpliconj,


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. We do however, encourage you to check out our Order FAQ Page for more information on how to handle your order. 


In the case your order has been cancelled, we encourage you to connect with the shop directly to request a refund. They will be able to share more information with you and answer any other questions that you may have.


If you have reached out to the shop but didn't receive a response, we recommend contacting your bank for steps on how to proceed. They will be able to share more information with you on how to retrieve those funds. 


Additionally, if you believe the stores you purchased from are using Shopify as a platform, you can fill out our Report An Issue Form for further investigation. It's important to note however, that Shopify is a platform used by many merchants to sell both online and in person, and would not have access to their day-to-day operations or orders.


Please let me know if you have any other concerns. 

Blair | Shopify 
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