Hi there @Leng_tso and @oratilemathe016. Thank you for taking the time to reach out to the Shopify Community regarding these orders that you've placed with a business online. My name is Imogen. It's good to meet you.
To set some expectations for you, Shopify is a commerce platform that provides the tools and technology needed for merchants to set up an online store, and sell goods and services on their own website, physical locations, and elsewhere. As such, Shopify doesn't play a role in the management of businesses that may use our platform for hosting, nor does Shopify play a role in a business' customer service processes.
If you've placed an order with a business online and have questions about that order, it's best to reach out to the business directly for support. If you're unable to contact the business via their website, look for social media pages related to the business that you can use to connect with them, or additional alternatives to reach them.
If it's been 30 days since you've placed your order, and you have not received it nor heard from the business, you can report the business to us via our 'Report an Issue with an Order' form. In regards to the funds you spent on the order, the business you ordered from is responsible for handling any refund requests. If they're not reachable, or haven't replied to your requests for a refund, please reach out to your bank so they can go over some options to assist you with having your funds returned.
We have some additional resources to help out with situations like this. We have a help document here that outlines steps to take when trying to reach a business regarding an order. We also have a blog post here that answers common FAQs regarding online orders.
Imogen | Social Care @ Shopify
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