How to contact a seller

New Member
1 0 0

On Thursday I purchased an item from one of your sellers and paid for it as a guest. The payment was taken but no confirmation of the order has been received. 

I would like to make sure that the order has been received and is being processed but it seems if you don't have a confirmation mail it can't be processed, and there is no other way to contact the seller or raise an issue with Shopify.

Can anyone suggest any help please


Shopify Staff
Shopify Staff
159 23 21

Hi @kenquiz, thanks so much for reaching out here.

As Shopify is software used by merchants to build their businesses upon, I would have no access to information regarding your order. However with that being said, I do completely understand this is disappointing. The easiest and best way to sort this out would be to get in touch with the store directly if possible: Does the store website have a contact phone number, email or social media link posted on their store front?

If at least 30 days have passed and you have neither received the item, nor had a reply from the merchant, then I would advise reaching out to your bank for their advice on next steps to take. If you feel concerned this store may present a threat of fraud, you can use our "Report a merchant" function here. All stores submitted here are sent directly to our legal team for them to review. 

I have some additional information and resources here which may of help in reaching out to the store. I wish you all the best going forward!

Ivy | Social Care @ Shopify 
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