Help with tracking package and order

Shopify Discussion

Topic summary

A customer ordered from a Shopify-based store that has since gone offline, leaving them unable to track their package or contact the seller. The seller is unresponsive, and the customer cannot access the store’s URL to submit a help ticket.

Recommended actions:

  • Check the order confirmation email for tracking links or carrier information
  • Contact the payment provider (credit card, PayPal) to dispute the transaction or request a chargeback
  • If Shop Pay was used, track the order at shop.app
  • Report the seller through Shopify’s “Report an Issue with a Merchant” form

Follow-up options:

  • Contact Shopify Support via the Help Center (chat or email)
  • Reach out to @ShopifySupport on Twitter/X
  • Email legal@shopify.com for serious fraud cases

The primary recommendation is pursuing a refund through the payment provider, as this offers the most direct resolution when a store becomes inaccessible.

Summarized with AI on October 30. AI used: claude-sonnet-4-5-20250929.
1

Hello,

I have ordered from a website that operated off of Shopify. The website is no longer working and I am unable to track the package. Due to this, I am unable to submit a help ticket because I do not have access to the seller’s Shopify URL since it went down. I need help on what to do next as a customer. I have tried it reach out to the seller several times but they are not responding. I have all screen shots showing the details of the purchase. Please help.

2 Likes
2

Hi @aayshaaa123

Since the store is no longer active and the seller isn’t responding, try the following:

  1. Check your order confirmation email—it may have a tracking link or carrier details.
  2. Contact your payment provider (credit card, PayPal, etc.) and request a chargeback or dispute the transaction. Most have buyer protection policies.
  3. If you used Shopify’s Shop Pay, you can track your order at shop.app.
  4. Report the issue to Shopify via their Report an Issue with a Merchant form. While Shopify doesn’t manage individual stores, they can take action against fraudulent sellers.

Since the store is down, your best bet is going through your bank or payment provider for a refund. Hope you get this resolved soon!

3

Thank you so much for your response I truly appreciate it. Do you know if there is a way I can contact Shopify directly discussing additional details after submitting a merchant form reporting the seller?

1 Like
4

Hi @aayshaaa123

After submitting the merchant form to report a seller, you can try these additional ways to contact Shopify Support for follow-up:

  • Go to Shopify Help Center. Log in and select Contact Shopify Support. Choose Chat or Email to follow up on your report
  • Send a direct message to @ShopifySupport via Twitter/X Support
  • Mail to Shopify Legal Team (for serious cases): legal@shopify.com (used for legal matters or fraud reports)
1 Like
5

Thank you so much for sharing this information with me and helping me with this situation! I really appreciate it.