What to do when an ordered item hasn't arrived and the store is gone?

What to do when an ordered item hasn't arrived and the store is gone?

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I purchased an item on 27 December and have waited until now to open a dispute however it wants the url for the order which o cannot provide due to seller no longer being available.  Can you please advise? 

Replies 2 (2)

Shopify Staff
946 90 149

Hi @LisaS3 


Welcome to the Shopify Community and thank you for reaching out here to seek assistance.


I am sorry to hear about the issues you have been experiencing with your online order - it's never a nice experience when a purchase doesn't go as planned.


I understand that you have been trying to open a dispute about your order - have you been trying to use this online form here? You mentioned that you cannot provide the order confirmation URL, we have some information here on how you can find that. 


If you haven't heard back from the store after trying your best to contact them, and you have not yet received the order that was placed on the 27th December, then as it has been over 30 days you should consider reaching out to your bank/payment provider directly to discuss the options available to you. Most banks have customer protection mechanisms in place to help customers recover their money when purchases don't work out.


For a comprehensive guide on safe and effective online shopping, I would suggest visiting this resource. It provides valuable information about how Shopify supports customers and offers tips for a better online shopping experience. Additionally, we have an informative article here that provides essential advice on shopping with legitimate businesses and staying safe while shopping online. These resources will help you shop smarter and enhance your online shopping journey.


Rick | Shopify 
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Why wouldn't shopify refund the funds from the merchant account? Instead you are telling us to go through our bank for a charge back? Makes me think twice about ordering from shopify shops. My luck will be just as good on ebay.