I recently purchased a dog bed from coco and lily during their bogof event. I didn’t receive either beds and the website no longer exists. How do I get a refund?! Some please help!
Since Shopify is the platform that many businesses use and because we don't directly manage orders or collect payments on behalf of the merchants, we don't have direct insight into whether or not orders are being completed or if customers are receiving the items they are ordering.
If you have been unsuccessful in contacting the business in question and you are worried the goods will not be sent, I'd recommend reaching out to your card provider/bank for advice on how best to proceed. They may suggest initiating the refund process so that you can get your money back. When someone reaches out to their bank for refunds Shopify will be notified and an investigation will be initiated on this side also. What I can assure you is that we will take a look into the store's activity and take action where appropriate. Although for legal and privacy reasons, we won't be able to share the results of this investigation with you.
If by any chance, you processed this transaction using PayPal, then I do believe you're also in great hands. PayPal has what you call Buyer Protection which favors buyers like you. You can see how to action this process in their online guide PayPal Buyer Protection.
By reporting a store to us we can then investigate that account and ensure it is upholding our standards of business. We suggest you review Shopify’s Acceptable Use Policy here. Shopify’s AUP describes the activities that are not permitted on the Shopify platform. If you believe a store is operating in violation of our Acceptable Use Policy (AUP), please fill out an AUP report here. Although we cannot confirm publicly here if any website is using Shopify or not, it's recommended to submit this report if you believe that the specific site is using Shopify as their platform.
Once you have submitted a report through our Acceptable Use Policy page to note this merchant's fraudulent behavior and supplied evidence to support your claim as well, then rest assured that it is with our team and being looked into.
Lastly, I recommend this FAQ post here to check on any other steps you can take.
Moira | Social Care @ Shopify
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