Hi, hoping someone from Shopify can help me get answers? I can’t contact support as I don’t have the required URL needed. I purchased an item from the above store, they took my money from my bank on the 1/12 and I’ve heard nothing since! No receipt or confirmation email NOTHING! Have emailed them, sent messages via the shop pages and tried to speak on live chat but no one is ever available. I’ve had zero response! I’m out of pocket $76 and worst of all it was a birthday present for my daughter. Im a pensioner so buying another item is not going to happen till after Christmas. V9655 01/12 SP FEMININE RELIEF MEADOW HEI 74201332335 this is how it appears on my bank transactions. Please someone tell me another way to contact support@shopify. I’m located in QLD AUSTRALIA
Hey @Felicity69 !
Thanks for getting in touch with us here and I am sorry to hear about this experience that you’ve had with this store.
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 to order something online and have it not arrive is always disappointing. Were you given an idea of delivery date when you placed the order at checkout, or at any stage of the order process?
The easiest and best way to sort this out would be to get in touch with the store directly if possible, however I can see you have already attempted to. 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.
As well as that, we do have an FAQ page here for some general guidance. I wish you all the best going forward!
Thanks for your response. I need someone to help me get in touch with this shop? They have ignored my messages and emails. Surely Shopify has a way of contacting a seller when theirs issues? I have no receipt or confirmation of items purchased other than my bank statement.
I have logged a request with my bank to get my funds back but it can take up to 8 weeks.
I’m also trying to find out more information on who the seller is and where they might be from? Again one would think shopify have this information? Surely shopify has some responsibility to buyers?
I NEED ANSWERS AND A SOLUTION!
Hi @Felicity69 !
Thanks for your response.
Again, I am sorry to hear about your situation, however, we are unable to connect you with the seller in this case. To set expectations here, we will not be able to access a store’s information without permission from the store owner. Shopify has a commitment to the merchants to use our platform and to keep their private information confidential. That, in this situation, Shopify is no different from like a Shopping Mall with many boutiques/stores leasing their spot in the mall. The mall does not have any direct involvement in how the store operates in general. You can always reach out to our live support here at this link to discuss this further. While I cannot guarantee our support can resolve this for you, it would be better to get this on their radar as you are unable to submit the form due to not having an order URL.
I can appreciate this is an unpleasant experience and that there is a long wait time according to your bank, it might be worth checking if this store has any social media pages on Facebook or the likes. I do hope this gets resolved very soon for you!
I can’t connect to live support without the order URL! I have tried and
tried!!!
I don’t even know where this store is located, they aren’t on FB, TWITTER
OR IG! Nothing comes up in searches, surely SHOPIFY have rules that
merchants need to abide by?
Felicity Steele