Can't access my online store after placing an order - what does this mean?

[123678dee]

• On april 4th I placed an Order #1967 (a dress which costs 329 rupees), but After 3 days of placing my order the shop clothing store59.myshopify.com is no longer available, the shipping process requires only 6-8 days, but now its been almost 12days,  I still haven't heard anything from them, no sms no email, what worries me the most is that I have paid through phone pay, I hope nothing happens to my account, I just my bank account remains safe and secure,  I don't care if I don't get a refund,  somebody please help me , please clarify my doubt ASAP, I'am so scared. Thank you, Im Deeksha from India.

[Rick · Accepted solution]

Hi @123678dee 

Welcome to the Shopify Community. Thanks for reaching out here.

I'm sorry to hear about this situation with your online order. It sounds like you are concerned about the status of the order, and the safety of your payment information. I'd be happy to help address your concerns.

Typically, shipping times for orders can vary based on a number of factors such as the location and shipping method selected. However, as it has been more than 12 days since your order was placed, I can understand why you may be concerned with the lack of communication from the store.

Regarding the availability of the store, this may have been due to a number of reasons such as changes to the store's domain or account. Usually we would recommend reaching out to the store directly to inquire about the status of your order. Did you receive any form of order confirmation emails when you placed your order? If so, you can reply to that and it will be received by the store.

In terms of payment information, Shopify handles payments for merchants through Shopify Payments and other third-party payment gateways. These partners must adhere to strict security protocols to ensure that all customer payment information is kept safe and secure. However, if you are still worried that your payment information may have been compromised, it might be best to contact your bank or payment service provider in India and report your concerns.

If your order hasn't arrived within 30 days, and you have not heard anything back from the store then I would recommend reaching out to your bank to discuss potential refund possibilities. After 30 days you can also submit a buyer complaint using this form here.

I trust that this will help to clarify the situation, but please let me know if there's anything else I can do to help.

[123678dee]

Thank you so much for clarifying all my doubts, I have sent so many mails to the gmail account given to me after conforming the order, I even called the merchants phone number but it is not reach able, so as you suggest I will wait for 15 more days and do what you have told me to do, Once again I'm so grateful to you I was really scared about the security of my bank account, Thank you so so much 🙏.

[Rick]

You are very welcome @123678dee 

I am glad I could address some of your concerns and provide some advice on the next steps that you can take.

If you are still in any way concerned about the security of your banking information, then I would advise you to reach out to your bank even before the 30 days. However as mentioned, they will most likely have a minimum amount of time before they can assist with securing a refund for online purchases, which is generally a minimum of 30 days.

Something you might be interested in checking out is this guide to shopping online safely. It will help you to become familiar with safe shopping practices, and hopefully help you avoid issues with orders going forward!

[ifo1]

what shoul i do to bring back my store is totaly unavailable  and it says contact suport

[Rick]

Hi @ifo1 

Thanks for reaching out here for help.

It sounds like you are experiencing some issues with your store, where it says it's unavailable. 

Here on the Shopify Community we cannot access any of your account info, so I cannot say for sure why this might have happened with your store. If your store is showing as completely unavailable and advising you to contact our support team, then you should reach out to us directly so we can take a closer look at what is happening. You can use this link here to contact our team.

Before reaching out, I would recommend double checking your email inbox to make sure we haven't already reached out to you. Most of the time if there are account issues that require attention, we will reach out to you via email with information on what happened, and what steps you can take to resolve it. Sometimes these kinds of emails can land in spam or promotional folders by mistake, so be sure to check those too. 

If you are having trouble getting in touch with our team, let me know and I can walk you through the steps involved in using our Help Center. Also, although I can't access your account to provide specific support for this issue, feel free to ask any questions you may have here, and either myself or others in the Community will do our best to help!

[ifra901]

Hi Rick,

I have had a similar issue it has now been 3 weeks and I’ve had no update until last week the shop was showing active now it say the link is incomplete can you help with this asap and confirm as the payment was taken in USD and I was charged a currency fee this has been done through shoplift payments ?