What to do when online orders aren't delivered after credit card payment?

[Daniëlle1982]

Hi! I ordered clothing and payed with my credit card. However I never got a confirmation email or the package I ordered. I don't know if this is the right way to ask for help, but it seems impossible to come in contact with someone that can help me. Anyone have any tips?

[Rick]

Hi @Daniëlle1982 

Thanks for reaching out and welcome to the Shopify Community! 

It sounds like you have placed an order on a store you believe is using Shopify, but never received any email confirmation - I'd be happy to explain the next steps! To clarify, Shopify is the platform that a wide variety of businesses use to sell both online and in person. However, we do not manage any stores ourselves, and have no involvement in the order fulfilment process.

Sometimes, order confirmation emails can end up in the wrong email folders such as in the spam, promotional or junk mail folders. Make sure to look through them to see if you can find any relevant emails.

If you cannot locate any emails, then I would suggest contacting the store you ordered from directly, so that they can address your concerns and provide support for your order. We have various contact methods outlined on this resource here. Feel free to provide the link to the store here, and I would be happy to help you find some publicly available contact information - perhaps they have a 'Contact Us' form on their store?

If you don't receive your order or hear back from the store within 30 days, then we would suggest reaching out to your bank to discuss refund options, and you can then submit a complaint using our online form here.