Why did I receive the wrong product from my online order?

[salonii890]

My order#: FS7422 

I ordered a product and I received the wrong product and when I tried to open the website to return it

The store was unavailable

I tried connecting many times

I contacted to Shopify also but no response

The product was of 700 ruppee... I want my money back 

[Rick]

Hi @salonii890 

Thank you for reaching out here - welcome to the Shopify Community.

That certainly isn't ideal, it's never nice when an online order doesn't go as planned.

Thanks for confirming you have already tried to contact the store. We always suggest contacting the store directly, so that they can address your concerns and provide support for your order. Generally, the easiest way to do this is replying to the order confirmation email - have you tried this already? If so, how long has it been since you contacted them?

If you haven't heard back from the store or received the correct products within 30 days of placing the order, then it would be a good idea to contact your bank/payment provider to explain what has happened, and explore your options for securing a refund. Many banks will have policies in place designed to protect their customers when things go wrong with purchases. However, most will require a minimum wait period of about 30 days before they can help, as this is designed to allow a fair amount of time for the store to resolve outstanding issues.

After 30 days you can also report the store to us using this online form here. We take all reports seriously, and it will be looked into. However, we cannot confirm any details about a store such as whether or not they are using Shopify, or provide you with any updates or direct assistance with things like refunds. As mentioned, your bank will be in the best position to help secure a refund.

[salonii890]

what will happen after 30 days? ik u all r fooling around... just gimme my money back... i have given u each detail about my order and still u are not returning my money. 

how will bank return my money... this stupid store has taken my money

u should just refund my money directly

[Rick · Accepted solution]

Hi @salonii890 

Banks typically require a 30-day waiting period before allowing customers to file a complaint and seek a refund. This waiting period encourages customers to first attempt to resolve the issue directly with the store, and allows the store a fair amount of time to respond to any disputes. Specific policies and waiting periods may vary between banks, so it's advisable to contact your bank for more detailed information.

I appreciate the fact that you have provided information about your order and are hoping for a refund. Shopify do not manage any stores directly, and have no involvement in the order fulfilment process. This means that each store is responsible for running their own businesses, and helping their customers with any queries they may have such as refund requests. We do not have access to the transaction funds, and cannot provide you with a refund.

As mentioned previously, once 30 days have passed, you have the option to report the store to us by filling out the online form provided. We treat all reports seriously and thoroughly investigate them. 

[shranand]

Hi, same happened with me did you received your money back?