How to contact shopify/shop pay support?

[CarolineB74]

I brought an item using shop pay, contacted the store 3 times to ask how to return  item, they do not respond,  tried reporting an issue but the URL is not recognised, support chat just keep looping and I am losing my mind, I just want to return  the item  and get my money back, I thought the point of shop pay was so you didn't get ripped off

[Carlos-Sz]

Hello @CarolineB74, 

Here’s what you can try right now to get your refund:

Use the Shop App Return Flow

Download the Shop app (if you haven’t already) and log in with the phone number you used for Shop Pay.

Tap Purchases, select your order, then choose Return an item or Report a problem.

This will route you into Shopify’s Purchase Protection process instead of the store’s own system.

Reach Out to Shop Pay Support Directly

If the in‑app flow still loops or your return isn’t acknowledged, go to https://help.shop.app and use the web chat under “Shop Pay” issues.

Explain you’ve tried the store and the bot and need to open a Purchase Protection claim.

Dispute via Your Payment Method

If Shop Pay support doesn’t resolve it quickly, contact the card you used (or Affirm if it was installments) and file a dispute for “Item not received as described.”

Provide screenshots of your return requests and any order details.