Store cancelled my order but didn’t refund me

[BrokeAndSad]

I ordered two separate orders from a small shop called Catharsis Global. Originally, I ordered in October/November sometime. It wasn’t “shipped” until December. Fast forward to March, they randomly cancelled both of my orders, totaling around $200-$300, and didn’t refund me. I reached out multiple times throughout this whole process and they only messages me back once or twice over things that we significantly less important. I can’t get ahold of them, Shopify won’t help me, and I’m so broke right now that am so desperate to get my money back. I don’t know what to do.

[Maz]

Hello, @BrokeAndSad!

Thanks for reaching out about your experience.

I can understand how frustrating it can be to have your order cancelled and on top of that to have not received your refund.

From what you mentioned, it looks like you made numerous attempts to chase up your refund. Did they provide you with a confirmation of the cancellation and proof the refund was being processed?

To clarify our role, Shopify is a website and shopping cart service that some shops use to build their online stores. It's important to note that Shopify does not handle the shipping or management of inventory or orders for individual stores. Each merchant's shop is an independent business and is responsible for running their own business, including fulfilling orders. While we do not have access to contact details for individual stores or information on what they sell, we recommend filing a report here about the particular store. Reported cases are thoroughly investigated to verify whether the respective stores are on Shopify and if they are acting maliciously. If a store is found to be in violation of our terms of use, it will be removed from the platform. However, it's important to note that Shopify does not have access to transaction money and cannot recover any funds that may have been lost.

The next step here is to reach out to your bank or card provider to discuss possible refund options. Some financial institutions offer consumer protection mechanisms that may be able to assist you in this situation. We recommend reading this article here that explains how to request help from the main banks.

I hope that you are able to find a satisfactory resolution and let me know if you have any further questions or concerns!

[Edemi]

Hi @Maz 

The original poster stated that the merchant cancelled their order without initiating a refund. However, the link you provided for filing a report only accepts the url for the order confirmation page. How do you suggest customers provide an order confirmation url when the url is now associated with a canceled order page? 

[Maz]

Hey, @Edemi!

Thanks for pointing that out.

If the URL is now associated with a cancelled page then the next step is for them to  contact their bank as mentioned above. The bank will help to guide them through the next steps, if they haven't already.

Let me know if there is anything else you need.

[Mughe]

Hello, I am in the same situation, with a store on Shopify, that cancelled my order and has not refunded me. Reading customer reviews of this company on Trustpilot suggests that this is not an isolated case. If we have no way of reporting these cases to Shopify, and Shopify's only suggestion is to contact the bank issuing the credit card, then these shops will continue operating maliciously and defrauding more and more customers