Thanks Ollie and others for the responses. I believe this merchant shouldn’t be using your platform as he’s not genuine. And Shopify shouldn’t be encouraging such merchants. Unfortunately in India, once a payment is made there is no option to stop or reverse it as the transaction is verified and authenticated by the user. Bank says it’s not their fault as the user initiated the payment. I hope you will stop such merchants from misusing your platform.
Topic summary
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Issue: A buyer reports paying an online store (hosted on Shopify) that became unresponsive. The phone number on the site is invalid and emails go unanswered. The buyer has submitted a detailed report and notes similar complaints from other customers, asking about legal recourse.
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Platform clarification: A Shopify representative explains Shopify hosts stores but does not manage or ship orders. Recommended steps: try contacting the merchant via their provided channels; if unsuccessful, contact the bank/credit card issuer to dispute the charge and attempt fund recovery.
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Buyer’s follow-up (India-specific): The buyer states Indian payments are authenticated and typically irreversible; the bank declined reversal since the user initiated the transaction. They urge Shopify to prevent non-genuine merchants from using the platform.
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Outcomes/next steps: No resolution or refund achieved; no specific enforcement action from Shopify stated beyond general guidance. The buyer’s report has been filed.
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Open questions: What remedies exist when chargebacks are limited (e.g., in India)? Will Shopify investigate and potentially remove the merchant given multiple complaints?