How can I raise an order issue when the website no longer exists?

[Lomcy]

I have been unable to submit a "Issue with Order" ticket for an order as the website no longer exists, so I can't get order URL required to submit the ticket. I have not been able to find any other way to raise this issue with the store or Shopify directly i.e. Support email or 24/7 Chat.

The specific website in question is homegrow.com.au.  The order was placed on Oct 1st, no shipping notification received after 2 weeks, emailed the store on Oct 19th requesting a follow up or a refund, never received a direct reply. Received an email on Nov 2nd stating that the order had been refunded and it appears as if the store no longer operates, as the view order or any links to the site no longer work. Refund has not come back into the account used for the purchase after 30 business days. Emailed the store again on 14th Dec to follow up on the refund. Have not received a reply to this email either.

Any assistance in contacting Shopify support directly to resolve this issue would be greatly appreciated. 

[Victoria]

Hi there, @Lomcy.

Welcome to the Shopify Community, and thank you for addressing your concerns.

We understand that not receiving goods paid for can be extremely frustrating and a genuine cause for upset, with that we truly empathize.

However, due to Shopify’s nature as a platform we cannot interfere with how stores operate or force refunds. This is because each store on Shopify is its own business, therefore returns and refunds would be out of our scope of support. 

If you have exhausted all avenues to contact and resolve your concerns with the merchant directly, we recommend that you reach out to either your bank/credit card provider depending on how you paid for your order.  This is because most banks have built-in security measures to protect you as a buyer, and they will be able to provide you with the appropriate next steps. Your bank/credit card provider will truly be in the best position to help provide you with further options regarding your payment and possible refund options.

I want to emphasize that we absolutely do not condone any type of fraudulent activity on Shopify. If this does happen to be a Shopify store, filing a claim with your bank will trigger a notification internally at Shopify.

We can use this information to investigate a store as needed. We will take a look into the stores’ activity and take action where appropriate. For legal and privacy reasons we will not be able to share the results of this investigation with you.

For more information, please see our Online Order FAQ resource.