Store not responding after paying for order

[Shija]

This is regarding  a store on Shopify India. I  placed an order and paid to an account via Paytm. . I received an email regarding the order. But after that no feedback to multiple emails to the email Id mentioned on the order.  There is no phone number mentioned that I can reach out to. I fear if this is a scam  where in ads are posted on Instagram, payment collected and then no product is delivered. I hope to get some solution post which will need to take an action against the account. 

[Maz]

Hey, @Shija!

Thank you for reaching out and sharing your experience. I understand your concern about not receiving your product. It's important to clarify that Shopify is an e-commerce platform that empowers merchants to manage their online businesses. However, it's important to note that Shopify does not directly handle any aspects of the merchant's business, such as orders, products, shipping, or day-to-day operations. Shopify provides the necessary tools and infrastructure for merchants to operate independently.

If you want to report the store, you can do so at the following link.  Reported cases are investigated in order to verify whether the respective stores are on Shopify and, if they are acting maliciously, these stores are removed from the platform, if they have not already been. However, I should point out that we cannot get your money back, as Shopify does not have access to transaction money.

In this situation, if the business has become unresponsive we strongly recommend reaching out to your bank, and they should be able to assist you further. We also have an FAQ guide here for situations such as this.

Do let me know if you have any questions.

[Shija]

Thank you Maz. May I request you to share contact details of the business beyond email ID. I can share the online store picture and email ID. Let me know an email ID where I can share these. Thank you 

[Maz]

You are very welcome, @Shija!

We are not able to confirm whether a store is on the Shopify platform or not due to privacy reasons nor can we give out their store information. To protect the privacy of our merchants we are unable to verify if a certain store is using our platform.

You can try searching their website for a contact us page or contact form.

If you can report the store at the link above, our internal team will be able to investigate. If you are looking for a refund, I would recommend you contact your bank and issue a chargeback! 

[Shija]

Hi Maz,

I have done all of the above. Reported the store link on the link provided in your first reply, contact us has only one email ID which I have contacted 4 times by now. The reason I asked for a phone number is  I want to give them a benefit of doubt that they have missed my emails. Just wanted to try reaching out once before I ask for a refund for this from the bank. If they do not respond, it clearly seems to be a scam  where they post ads on Instagram, trade through Shopify and take payment from one of the gateways, disabling post paid orders. I will be reporting this to a necessary governing body in India to prevent such things.

Thank you for your guidance on this