Shopify Order Complaint from a customer who is not responding

[Tab_]

Can someone shed some light on Shopify "Order Complaints" that are submitted by customers? Instead of contacting us and our support team, a customer reached out to Shopify directly regarding an order and filed an "Order Complaint".  According to the note, "the customer indicated that they attempted to contact you related to this order." There was no contact made and when we attempted to reach out to the customer after this, they never responded. Information related to Shopify Complaints is few and far between.  

• What impact does having a "Customer Complaint" have? Where is this seen? 
• What recourse is there when customers submit complaints but do not respond to merchant attempts to contact and resolve? 

[Imogen · Accepted solution]

Hi there, @Tab_. Thanks for taking the time to reach out to the Shopify Community with your question around this 'Order Complaint' form! My name is Imogen. It's good to meet you!

The form primarily acts as a way to reduce support contacts for buyers who may reach out to the Shopify for assistance with an order they've placed with an online business, like your own. The form allows them to complete a report which in turn triggers an email getting sent to the business, letting them know about this customer's situation, and some additional context around the merchant's cause for reaching out.

It's not possible to see what sort of 'impact' these reports have on the end of a merchant. With that being said, Shopify takes a whole picture approach to situations like these, and these reports are monitored alongside context such as your history as a Shopify Merchant and your history as a business from an overall perspective. Essentially, if you're available for your customers, and completing processes as expected (fulfilling orders, replying to customers when they reach out, setting clear expectations around order items and products) then you have little to worry about in terms of 'impact' from one of these reports.
 

There are situations when customers may not follow up with merchants, and Shopify is aware of this. This is why when reports like this get made, we assure folks who reach out about them that Shopify always looks at the 'big picture' of your business and it's history. Once a report is filed, it can't be removed, but again, it's but one specific report vs. your entire history as a Shopify user. There's no official method of resource for you to follow through Shopify, but you can follow up with the user, ask them how they were trying to contact you, and see if that dialogue leads to any sort of helpful discourse, such as maybe helping you location an issue with contact information for customers.