Reporting Failure to Meet Merchant Expectations

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How can a customer report a merchant that is likely not meeting the expectations that Shopify has for their merchants? I've used Shopify's online form to report an issue with an order, but based on public forums I know that multiple customers have been having issues with this merchant. The online form in part responded with:

  Please note, there will be no follow up from Shopify on your report.

What should a customer do when it is likely that a merchant is so bad that Shopify should investigate whether they should even be a Shopify merchant?

Replies 2 (2)

Shopify Partner
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If a customer believes that a merchant is not meeting the expectations set by Shopify, they can reach out to Shopify customer support for assistance. They can do this by using the contact information provided on the Shopify website or by using the chat function within their Shopify account. Additionally, the customer can report the merchant to Shopify's Trust and Safety team. The Trust and Safety team is responsible for investigating any issues related to Shopify's policies and procedures. The customer can provide evidence of the merchant's behavior and Shopify will investigate further. However, it is important to note that Shopify does not have the authority to shut down a merchant's store. If there is evidence of illegal behavior, the customer may need to report the merchant to their local authorities


Shopify Staff
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Hi there, @LouisH!


While we can't confirm if a given store is using Shopify, you can report a store you believe to be using Shopify in contravention of our Acceptable Use Policy here.


All such reports are investigated and acted upon internally as required, though as you have noted already we would not be able to share any sort of updates about this process or its outcome.


We do have a Buyer FAQ here in the Community you can check out for more information on your online order.


All the best!

Don | Social Care @ Shopify 
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