How do I get in contact with Shopify regarding a merchant?

Shopify Discussion

Topic summary

Customer seeks help contacting Shopify to clarify a dispute with a merchant after a problematic shirt order.

Reported sequence: site was hard to use, purchase ultimately made via Instagram, and confusion over a missing email “link.” Customer requested a refund; merchant appeared to agree, but an employee later said the order would ship Friday.

When shipping didn’t occur as promised, the customer filed a credit card dispute (chargeback). After the items shipped and were received, the customer asked the bank to drop the dispute, noting the bank is slow to process.

Merchant then reportedly accused the customer (and the cardholder) of fraud to Shopify. Customer has emails and wants Shopify to confirm the dispute was withdrawn with the bank.

Shopify staff guidance: if the dispute has been dropped, wait for the bank to close the case, which will update all parties. To speak with Shopify, use the Shopify Help Center. If dissatisfied with the merchant, consider leaving a public review.

Status: No confirmation of closure yet; resolution pending bank processing and any direct contact with Shopify Support.

Summarized with AI on December 25. AI used: gpt-5.
2

Hello, @Avg2024 .

Thanks for reaching out and bringing this to our attention.

If the charge dispute has already been dropped, then you can simply wait for the bank to close the case and they’ll update all of the parties involved. However, if you’d like to chat with Shopify Support, then you can get in touch with us via the Shopify Help Center. That being said, if you’re unsatisfied with the experience provided by the merchant, then you can consider leaving a review on their website or social media profiles as other customers may find this information helpful.

If you have any other questions on this topic, then don’t hesitate to let us know.