Broken cup and website is gone

[Hunterkroesing]

I recently bought a spooky Halloween cup from Fenaxi for $55.0 for my girlfriend and it arrived broken with the internal liquid spilled all over, I went to the website to let them know that it arrived broken but the website no longer exists so when I tried to let Shopify know my url for my confirmation email no longer works

[AnOddChance]

I have the same issue. I even got an email from the seller saying that they will replace the cup but there's no way to follow the instructions they provided.

[Mickey200]

Same, I got the email but when I followed the directions and tried to email the video and pictures as requested, the email bounced back as “undeliverable”.

[PageFly-Richard]

Hi,

This is Richard at PageFly - Shopify Advanced Page Builder app.

It seems you've encountered a frustrating situation where the online store (Fenaxi) you purchased from has disappeared, making it difficult to report the broken item.

Here are some steps you can take:

1. Contact Shopify Directly:

• Shopify Support: Reach out to Shopify's customer support directly. They may be able to assist you even if the original store is no longer active. Explain the situation, including the order details (if possible) and the broken item.
• Dispute with Payment Provider: If you paid through a platform like PayPal or Stripe, you might be able to file a dispute. These platforms often have buyer protection programs that can help in cases like this.

2. Check Your Email:

• Order Confirmation: Look through your email for the order confirmation email from Fenaxi. It might have contact information for the seller or a return address.
• Shopify's Support Email: If you can't find the Fenaxi email, check your inbox for a Shopify support email related to your purchase. It might provide relevant information or contact details.

Hoping my solution helps you solve your problem.

Best regards,

Richard | PageFly

[Mickey200]

Unfortunately none of this information is helpful. The funds were charged long ago when the order was placed so stopping or disputing it is no longer an option. The store is gone and their return email rejects any email sent. We all are unfortunately just out of luck. It’s the very reason many are weary about ordering from social media “stores” in the first place.

[Hunterkroesing]

It is why I won’t ever use a store by Shopify they have no ability to protect its users from scams like this 

[Tmmb86]

I'm having the same issue. I received an email from them daya ago explaining That they were having shipping issues , and most of the cups were damaged. They asked that you email and let them know with the order number. I've tried that multiple times And received A failure to deliver response. 

[MattLucis]

Same here, I just received mine today, but shopify's customer support is nonexistent. They won't even talk to me unless I have a store. Any updates on your end?

[Mary5]

The same thing happened to me! I tried emailing but they kept bouncing back. That sucks

[AnOddChance]

I had emails from customer service with Shopify after tons of run around with the chatbot. This was when I was asked to file a report with Shopify as I found the same cup, same price, same pictures, on another site.  I have provided them screenshots of my order and explanations of the URL not working for any aspect of their site and the URL for the new site. They also directed me to start a charge back process with my bank. They were looking into the shop last I heard from them.