What steps can I take when an item purchased on Shop App is not delivered?

[Dexster]

Hi there, I purchased an item on the Shop App in early June and haven't received any updates on the order besides it being 'Confirmed' the day I purchased it, I've contacted the seller multiple times both via phone number and email provided on their site, even filed a complaint on the app with no responses back from the seller or Shop, I found out this morning the seller deactivated their account; I believe they did as I'm greeted by a "user is currently unavailable" when I go to their page on both on PC and via phone app. I spent almost $100 on this item, more then half going to shipping of all things.

What do I do? What are my options? I'm aware it's too late to ask for a refund and seeing as the seller has disappeared I'm not sure what to do at this point. I would like my item to be delivered and in the condition shown in the photos on the listing, preferably in my lifetime. 

Any help would be greatly appreciated, 
Thanks. 

[Blair · Accepted solution]

Hi @Dexster,

Thank you for reaching out to the Community. 

I definitely understand where you're coming from regarding your order and would be happy to share some insight on how we can help. 

As Shopify is a platform used by many merchants to sell online, we are unable to manage day-to-day operations or intervene in the order process. We do however, encourage you to check out our Order FAQ Page for more information on how to handle your order. 

If after 4 weeks you still have not received your order, we recommend contacting your bank for steps on how to proceed. Additionally, if you believe the store you purchased from is using Shopify as a platform, you can fill out our Report An Issue Form for further investigation. 

It's important to note that Shopify is a platform used by many merchants to sell both online and in person, and would not have access to their day-to-day operations or orders. Ultimately it's recommended that that you contact your bank and/or payment provider directly. This will ensure that the appropriate guidance can be given as well as the next steps on how to retrieve funds to get this resolved. 

Please let me know if you have any other concerns. 

[Blair · Accepted solution]

Hi @Dexster,

Thank you for reaching out to the Community. 

I definitely understand where you're coming from regarding your order and would be happy to share some insight on how we can help. 

As Shopify is a platform used by many merchants to sell online, we are unable to manage day-to-day operations or intervene in the order process. We do however, encourage you to check out our Order FAQ Page for more information on how to handle your order. 

If after 4 weeks you still have not received your order, we recommend contacting your bank for steps on how to proceed. Additionally, if you believe the store you purchased from is using Shopify as a platform, you can fill out our Report An Issue Form for further investigation. 

It's important to note that Shopify is a platform used by many merchants to sell both online and in person, and would not have access to their day-to-day operations or orders. Ultimately it's recommended that that you contact your bank and/or payment provider directly. This will ensure that the appropriate guidance can be given as well as the next steps on how to retrieve funds to get this resolved. 

Please let me know if you have any other concerns. 

[Dexster]

Hi Blair, Thanks for the response. 

I'll reach out to my bank and Paypal although honestly I'd rather have the item then a refund (if a refund of sorts is even possible as it's been months since I purchased the item). Continuing your suggestion's; I did make a complaint to Shop through there report an issue forum last month when the sellers page was still active, which they said they'd get back to me and they haven't, I'm assuming since the seller has removed their page Shop won't get back to me.

It's unfortunate to hear Shop/Shopify doesn't take as much responsibility as other places such as eBay, I've never used this site to purchase except for the one time (which is the item I've yet to receive), certainly a lot of confusing hoops to jump though to get help compared to other sites I find, I was under the impression they'd be better then eBay or other selling platform, looks can be deceiving is the best way I can sum up my thoughts. 

Thank you again for reaching out and giving some suggestions, I greatly appreciate it on this upsetting matter.. 
Cheers- Dex.  

[Bodge]

You cannot report a fraudulent company on this site. Each time I complete the form the submit button is grayed out? I never received item purchases from Artisanal delights LTD beware. Company deleted info and tracking. No assistance from Shopify 

[Dexster]

I found out the item I purchased was being sold on Facebook Marketplace not even a month after I purchased the item from the shop site, took two years for Carrie, the seller to reach out to me the other day after hounding her every so often on the facebook listing, just to tell me she "reduced her inventory" and removed the item from her site. No refund or ideas on how to resolve the situation, just a "sorry sir, I have no records of your purchase". These sellers are something else being able to get away with this..

[Needahi · Accepted solution]

Shopify is a platform for cheaters to make money. Shopify has no means to prevent crooks from cheating customers.  In the end, Shopify clearly tells we do not know anything and it is between you both. Cheaters...

[Eric5]

Similar situation here, I got an email saying my package was delivered but I didn't receive anything when I contacted them no one respond at all

[Victoria]

Hi there, @Eric5.

Welcome to the Shopify Community, and thanks for joining the thread.

We're sorry to hear that you had a negative experience online shopping. For context, Shop does not actively work with any online stores. Our app's role in the delivery process is to provide tracking updates directly from the carrier, so long as the user has received the supported tracking info from the online store. We do not sell products, handle the delivery of any orders, or process any transactions. 

If you're unable to contact the seller, then we strongly recommend reaching out to your bank as they'll be able to assist further.