Is a store being unavailable affecting my payment visibility?

[Hairofthedog1]

Made a purchase now store says unavailable Merchant says they never received payment and will not ship product but the payment was sent and received according to my bank my question is if the store is unavailable does that mean they can't see the money or are they lying

[Rick]

Hi @Hairofthedog1 

Thank you for reaching out here for assistance.

From what you have described, it sounds like you have placed an order on a store that you believe is using Shopify. You also mentioned that the store is not accessible anymore, and there is some confusion about whether or not the payment has gone through. I'd be happy to provide guidance on the next steps for you to take.

It sounds like you have already reached out to the store, and they have replied to say that the payment wasn't received, and that the products will not be shipped. It would be impossible for me to say whether or not they are telling the truth, as I do not have any access to store information, neither can I confirm if they are actually using Shopify or not. However, if your bank has explicitly stated that the payment has been deducted from your account and has been successfully sent to the store, then I would be inclined to take this information as fact.

If you have told the merchant that the payment was successful, but they are not willing to work with you to resolve the situation, then I would recommend reaching back out to your bank to ask them for advice on how to proceed. Many banks will have processes in place designed to help their customers with securing a refund if a purchase doesn't go as planned, so they might be able to assist you.

However, keep in mind most banks require a minimum amount of time to have passed before they can step in to help, so it's possible that you may have to wait approximately 30 days, but they will be the best equipped to explain this requirement to you. Communication is usually key for resolving these kinds of situations, so working with both your bank and the merchant to resolve this will be a good idea. 

[flareAI]

Hello @Hairofthedog1,

Greetings from flareAI app helping Shopify merchants get $6Million+ in sales from Google Search, on autopilot! I am Gina, and I am here to help.

If the Shopify store is marked as "unavailable", it typically means that the store has been closed or deactivated for some reason. It's possible that the store owner may have closed the store voluntarily or that Shopify may have closed the store due to policy violations or other issues.

If you have already made a purchase from the store and the payment was processed successfully, it's possible that the store owner may not be aware of the payment. It's also possible that the store owner may be experiencing technical issues with their Shopify account or payment processing system.

In any case, you should try to reach out to the store owner directly to resolve the issue. See the order confirmation email and check for any contact information for the store is available. If you're not able to reach the store owner or if they're not responding to your inquiries, you may need to contact Shopify support for assistance.

If your bank confirms that the payment was processed successfully and the store owner is not responding or refusing to ship the product, you may be able to file a dispute with your bank or credit card company to request a refund. However, you should only do this as a last resort, after you've exhausted all other options for resolving the issue directly with the store owner or Shopify support.

Gina