I brought an item using shop pay, contacted the store 3 times to ask how to return item, they do not respond, tried reporting an issue but the URL is not recognised, support chat just keep looping and I am losing my mind, I just want to return the item and get my money back, I thought the point of shop pay was so you didn’t get ripped off
Topic summary
A user purchased an item through Shop Pay but cannot get a response from the merchant regarding a return. The store has ignored three contact attempts, and Shop Pay’s support chat keeps looping without resolution.
Suggested solutions include:
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Shop App return flow: Download the Shop app, log in with the phone number used for Shop Pay, navigate to Purchases → select the order → choose “Return an item” or “Report a problem” to access Shopify’s Purchase Protection process
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Direct Shop Pay support: Visit help.shop.app and use web chat under “Shop Pay” issues to open a Purchase Protection claim, explaining previous failed attempts
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Payment dispute: If Shop Pay support doesn’t resolve the issue quickly, file a dispute directly with the payment card (or Affirm for installment purchases) for “Item not received as described,” providing screenshots of return requests and order details
The issue remains unresolved and ongoing.
Hello @CarolineB74 ,
Here’s what you can try right now to get your refund:
Use the Shop App Return Flow
Download the Shop app (if you haven’t already) and log in with the phone number you used for Shop Pay.
Tap Purchases, select your order, then choose Return an item or Report a problem.
This will route you into Shopify’s Purchase Protection process instead of the store’s own system.
Reach Out to Shop Pay Support Directly
If the in‑app flow still loops or your return isn’t acknowledged, go to https://help.shop.app and use the web chat under “Shop Pay” issues.
Explain you’ve tried the store and the bot and need to open a Purchase Protection claim.
Dispute via Your Payment Method
If Shop Pay support doesn’t resolve it quickly, contact the card you used (or Affirm if it was installments) and file a dispute for “Item not received as described.”
Provide screenshots of your return requests and any order details.