How can I get a refund from an unavailable online store?

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Hello Shopify 


I recently purchased 2 products for ₹798 on 29th june 2023 in the following website


But now it tells the shop is unavailable and shows the following message 


'Something went wrong.


What happened?

This store is unavailable

What can I do?

Return to the previous page.

Request ID: 87b8b98e-4002-4b4f-86ab-6f19fcaf5b77'


The shop name was mentioned as deluxe mart and i couldn't contact the shop 

Therefore I kindly request you to refund my amount and solve this issue 

Replies 2 (2)

Shopify Staff
2936 455 603

Hi @Divyabanu 


Thank you for sharing those details. I am sorry to hear that you did not receive the item you ordered. That is never a fun situation to be in. 


Shopify is a software company and we provide tools for merchants to run and manage their own online store. We do not have any control over the day to day aspects of the business, nor are we able to initiate orders, refunds or returns. 


We recommend contacting the merchant by replying to your order confirmation email to see if your order was shipped out and to get the tracking information for it. If you are not able to contact the merchant for a resolution you will want to instead contact your bank or credit card provider to see if they can reverse the charges. 

Shay | Social Care @ Shopify 
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What if the store never replies? I have the same issue.