How can I get a refund if scammed by an online vendor?

[aaronshaffer]

I was scammed by a Shopify vendor (they never shipped my product and never replied to 7 follow-up emails). Shopify's site wouldn't let me file a claim until after 30 days. Well, now that it has been 30 days the shopify page where we report vendors (https://help.shopify.com/en/questions/buyer-complaint#/customer-support/report-order-issue) won't accept my order link as valid. It did before but it doesn't now, so now I can't submit a claim with Shopify.

When I click the link in the original order email to view my order, it seems that the vendor perhaps has already been kicked off of Shopify. This link used to work but now it doesn't: https://store.veriskincollagen.com/56197873813/orders/51a5df870f86b241231e8a71b78c6fe8/authenticate?...

So how do I get a refund from Shopify?

Is doing a chargeback with my credit card the only possible resolution?

[Blair · Accepted solution]

Hi @aaronshaffer,

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. 

As you mentioned it has been 4 weeks since you placed your order, and still have not received it, we recommend contacting your bank for steps on how to proceed. Additionally, if you believe the store you purchased from is using Shopify as a platform, you can fill out our Report An Issue Form using your order confirmation for further investigation. If this populates an error, I would encourage moving on to your payment provider for additional guidance. 

It's important to note 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. Ultimately it's recommended that that you contact your bank and/or payment provider directly. This will ensure that the appropriate guidance can be given as well as the next steps on how to retrieve funds to get this resolved. 

Please let me know if you have any other concerns. 

[aaronshaffer]

Blair this isn't helpful at all. You said "you can fill out our Report An Issue Form using your order confirmation for further investigation". But no, no I can't. As I stated the form is telling me that the order link is invalid. It was valid earlier but now it is not, the shopify store appears to have been shut down, so I am unable to use the form or get any help from shopify in any way.

Shopify has been totally unhelpful with any of this so Chase has issued a chargeback for me. Now it's Shopify's problem, not mine.

[Asm12345]

Yes this doesn’t work when you get scammed like I have also just been by a Shopify shop that just disappears and links to the online receipt nolonger work. I have the email receipt but all links to their shop’s contacts nolonger work. Shopify Legal form doesn’t seem to help me. Shopify Pay Protect doesn’t help me. Seems like Shopify is only interested in the seller, so I’ll stick to using Amazon & eBay to purchase items from now (rather than Shopify shops) as they give the buyer protection and refunds! As a buyer, Shopify doesn’t seem to care about harbouring scam sellers nor about protecting buyers. 

[Asm12345]

Yes this doesn’t work when you get scammed like I have just done by a Shopify shop that just disappears and links to the online receipt nolonger work. I have email the receipt but all links to contacts nolonger work. Shopify Legal form doesn’t seem to help me. Shopify Pay Protect does help me. Seems like Shopify is only interested in the seller, so I’ll stick to using Amazon & eBay to purchase items from now as they give the buyer protection and refunds! As a buyer, Shopify doesn’t seem to care about harbouring scam sellers and protecting buyers.