"This store is unavailable" after making a purchase

2 0 0


I made a purchase through the store us-cleanseen.myshopify.com (their domain is us-cleanseen.com, which redirects to the Shopify store).


The store overcharged me for something that I didn't opt in to (extra insurance or something crazy), so I immediately contacted them asking to reverse the 2nd charge on my card. I heard nothing after 3 days, so I contacted them again.


Now when I go to the Shopify store, I get this message that the store is unavailable. I originally found the store through an advert on Instagram, and I get the feeling it was quite possibly a scam and the shop might have been shut down by Shopify.


I can't find any way to contact Shopify as a customer, there are only 2 options - to report bad behaviour or enquire about an order, which asks me to enter the order confirmation URL, and I don't have that.


Am I wasting my time and should I just open a credit card dispute with my bank, or will someone from Shopify be able to assist and tell me what is going on with this store?


Replies 3 (3)

Shopify Staff
1511 169 261

Hi, @Lavinia3.


Thanks for reaching out about your concerns. I'm sorry to hear about your experience, it's definitely disappointing that you were charged for something that you didn't opt for.


As Shopify is the platform that many businesses use to build their website, we don’t actually manage the business' orders or day-to-day operations from our end. Because of this, any issues with an order placed on a store will need to be taken to the store directly to rectify. 

If you've tried contacting the store without any success, you're on the right track there with your next steps — you'll need to get in touch with your bank or card provider so that they can further assist.


While we can't confirm or deny if a store is utilizing our platform, we do provide ways for buyers to report a store via our Help Center here. Upon receiving the report, the appropriate internal team will investigate the store and take any actions, where necessary. Due to security and privacy reasons however, we won't be able to provide buyers with the outcome of the investigation. So for the next steps regarding your funds, the best way forward is still to contact your bank or card provider, as previously explained. More information about this can be found in this guide.

Kimi | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

2 0 0

Hi Kimi,

Thank you for the reply. I lodged a credit card transaction dispute with my bank yesterday, so I will await the outcome of that.



New Member
6 0 0

Did you ever get the item? What was the end result? Did the store come back online? @Lavinia3