Multiple users report problematic experiences with Shopify-hosted stores, seeking ways to report fraudulent merchants and questioning platform accountability.
Key Issues Raised:
One user received a damaged Christmas gift with poor packaging; the store has ignored refund requests despite a 1.3 TrustPilot rating (97% one-star reviews) and appearing in Google searches with “scam” appended
Another user paid for an order from Livatro that was never shipped, with emails going unanswered
A third user received completely wrong items (toy car and newspaper instead of mobile holder) from a store called Nordwick
Shopify’s Response:
An automated system reply provided a link to report stores violating the Acceptable Use Policy and suggested disputing charges through payment providers after 30 days. However, this response did not address the core question about what assurances Shopify provides regarding hosted merchants.
User Frustration:
Participants express dissatisfaction with Shopify’s lack of customer protection mechanisms and perceive the platform as prioritizing revenue over buyer safety. The discussion remains unresolved regarding merchant accountability and platform oversight.
Summarized with AI on October 27.
AI used: claude-sonnet-4-5-20250929.
I recently purchased an item from a shopify store that was a Christmas present for my wife. It arrived early January in pieces in a parcel that was as thin as a Durex. There was a hole in the parcel and the delivery driver apologized for the state of the packing and hoped that none of the pieces where missing.
I sent an immediate email with images showing that the item in question was wreaked. I have sent several emails since and all I get is that the fulfilment team is looking into it.
When you type the name of this shopify site into google the name of the shop comes up with its name plus the word “scam.” Not terribly reassuring. I found them on Trust pilot and their rating is 1.3. There are at the time of writing this post 91 reviews and 97% of these are 1 out of 5. I suspect that they would be lower but you have to give a 1 star rating at minimum.
Scam Advisor advises that this may be a scam.
What I would like to know is if Shopify have a policy of ensuring that people who buy from shops created by their product are supported in ensuring that this kind of shop doesn’t get away with taking people’s money and not refunding it given that the product they supplied was ruined in transit.
I am sure that I won’t be using Shopify again. Their support is non-existant. There is a UK version of shopify which I plan to use.
I’d like to know also, I made a purchase for a decent amount of money to Livatro, and now I don’t get answers to my emails, and the product hasn’t been shipped. What are the Shopify assurances that the companies they host are not scams? What support do Shopify gives the customers to make them trust in the stores they Hosts? And how does someone simply get in touch with Shopify to report a store that is in default of their contract agreement?
If the store in question does prove to be using Shopify this report will be investigated and acted upon internally as appropriate.
Should the store in question not be working with you to resolve any issue with your order and 30 days or more have passed you can contact the payment method you used (PayPal, card issuer, etc) to let them know what has happened with this transaction.
Dear MDiazP - Do you think that you have been answered by a robot. The question “What are the Shopify assurances that the companies they host are not scams?” wasn’t answered. I think so long as Shopify get money from the site the issue isn’t one they are concerned with. I find their support in general to be as effective as a chocolate fireguard. You got the automatic reply I got.
Thanks. I want to report a store named Nordwick claiming made in India. I ordered mobile holder and they shipped me a small toy car and newspaper thrash. I read two more people reporting the same store on Shopify forum somewhere else. I would like to know if there is a way to hunt them down and make them accountable for this fraudulent business practices.