How can I resolve payment issues with unresponsive online merchants?

[RameshK]

Merchant is not responding after making payment. Contact number mentioned on their website does not exist. And response to emails. Disappointed, such merchants are powered by Shopify. What’s the legal process here? I have already filled out the form with all the details. And I can see other customers have also reported the same issue with this merchant.

[Ollie]

Hey @RameshK.
 
Thanks for reaching out and bringing this to our attention. 
 
I appreciate the context that you have shared with us as that is very helpful! As Shopify is a platform that hosts online businesses, we do not manage or ship the orders ourselves. In this case, it would be best to attempt to contact the business about your order as they are in the best position to provide you with further insight. However, if you are unable to get in direct contact with the business that you have made a purchase from - it would be best to speak with your bank or credit card company (depending on how you make the purchase) and bring this to their attention. They will have additional processes aimed to retrieve your funds for the purchase you did not receive. 
 
Let me know if you have any questions.  

[RameshK]

Thanks Ollie and others for the responses. I believe this merchant shouldn’t be using your platform as he’s not genuine. And Shopify shouldn’t be encouraging such merchants. Unfortunately in India, once a payment is made there is no option to stop or reverse it as the transaction is verified and authenticated by the user. Bank says it’s not their fault as the user initiated the payment. I hope you will stop such merchants from misusing your platform.