I ordered 2 products from Go Planty through Shopify. They sent “tracking” information and it said ‘delivered’. Nothing was delivered. Not here or anywhere on my road. I’ve sent them multiple emails with absolutely no response from them. I’ve tried contacting shopify but I’m just directed to contact Go Planty. Now I cannot even access their website. How do I get a refund? How do I let shopify know this is a fraudulent store?
When you say they sent tracking information, was it tracking information from a legitimate shipping company, e.g. the USPS, FedEx, etc. that shows they delivered or was it just the seller’s own information regarding your shipment?
Hi, @AbrigitteT !
Thank you for your post, and I’m sorry to hear you didn’t receive an order you placed online. We at Shopify are limited in how we can assist buyers since we aren’t able to confirm if a store uses Shopify (due to our privacy agreement) and we don’t have access to orders or customer information from merchants.
In order words, when you place an order at a store that uses Shopify, you’re ordering directly from that business. Stores are responsible for their store policies, business practices, and the products that you buy.
You mentioned that you’ve tried contacting the store to no avail, and I understand how frustrating that can be. I recommend using this order complaint form, and if you still don’t hear from the seller, you can report the issue to your bank. They’ll investigate the order on your behalf and assist you further. You can find more information on our Online Order FAQ page.
I hope this helps!
Tried the “order complaint form” and cannot submit the form. Keep getting “Invalid Order Confirmation URL” message where I’m supposed to replace https://store-name.myshopify.com/123/orders/1a2b3c in the form field with my “order URL”. But I didn’t get an ‘order confirmation email’ just some Shop Pay email “Let’s track your order” link to their app that doesn’t work on my desktop PC (I don’t have a smartphone to use apps). Also the ‘Learn More’ dialogue box is zero help with this issue. I can’t even get a order confirmation email resent from my Shopify account to paste it in the form field. Why is this service so difficult to use and awful on the PC?
Hi, @catflaps !
I’m sorry to hear you’re having trouble using the order complaint form. I’m not sure why you didn’t receive an order confirmation email from the store, but if you don’t have that link. I recommend reporting the issue to your bank or payment provider. They can investigate the order on your behalf and dispute the charge if necessary. You can find more information here.
Please let me know if you have any other questions!
I didn’t receive the order confirmation email from the store because the store is bogus, do you not understand this? I wouldn’t be replying to your comment if there wasn’t a problem or I wasn’t a victim of fraud (that your platform seems to generally facilitate). Yes, I looked at Trust Pilot and the reviews of Shopify are not particularly positive. Your platform does a disservice and should be shut down if you cannot stop the criminals using it the platform for ripping people off. Shameful.
Thank you for those details, @catflaps .
We take fraudulent behavior seriously. When you report the issue to your bank or payment provider, Shopify receives a notice and investigates internally. We’re unable to share the results of these investigations due to our privacy policy, but rest assured we are regularly reviewing stores on our platform.
Please let me know if you have any other questions!
You’re putting the onus on the customer to do the leg work and throwing up your hands saying “can’t help, not our problem”. You wouldn’t see Amazon, Ebay or Etsy abdicate responsibility like you are doing, which is why I’m calling you ‘shameful’. A disgrace.
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Thank you for that feedback, @catflaps .
To share some additional context, the websites you listed are marketplaces, whereas Shopify is a software that individual businesses use to create their online stores. We’re not involved with the business operations of these stores. When you place an order at a store that uses Shopify, you’re ordering directly from that business. Stores are responsible for their store policies, business practices, and the products that you buy.
Please let me know if there’s anything else I can clarify for you!
Nope I haven’t downloaded any program called Shopify, so I don’t know what this software stuff is you mention. If anything Shopify is a vendor ‘platform’ stored on servers in data warehouses connected to the web whereby people sign up to open their store. When a lot of different vendors open their store on your platform it becomes a marketplace, just like Etsy, Amazon or eBay. But as you’re clearly negating any responsibility for whom you let in to use your platform to sell or commit fraud, it’s obviously a dangerous place for any potential customers with no regulation or vetting of vendors, no buyer feedback, no vendor rating, nothing that would make a customer trust your site to do business. Sorry but I’ll be leaving my honest review on Trust Pilot to warn others to avoid your platform. You have only yourselves to blame.
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You obviously don’t understand what a web platform is, so I’ll give you an example. Let’s say you buy a new Samsung TV (the TV is the platform to view programs). You watch some shows and one really pisses you off to the extent that you want to send an email to them. So, do you send an email to Samsung, the platform??? Hell no, you SEND IT TO THE SHOW. So replace Samsung with Shopify and the program with the store that you are upset about. Don’t tell Shopify that you’re going to rate them poorly because of your abject ignorance about the web, software, and platforms.
While I am sorry that you got ripped off, it’s not Shopify’s fault any more than it’s Samsung’s fault or bad TV shows. Contact your credit card company and dispute the charges!
If you do decide to post on Trust Pilot, rest assured that I will fill in the details about your lack of understanding. I am not associated with Shopify in any way, except I have an account that I am not using right now. Please educate yourself.
I’m going through this now, did you resolve this issue? Seems this fraudulent merchant is allowed to scam folks for 30 days before shopify even looks into this!! This is pathetic!! I suspect Shopify wants to banks to resolve and refund funds as they have insurance… But really mind boggling why they would allow a fraudulent shop on their platform operate for so long, really crazy!!
I believe this stance has changed as Shopify platform is the face of these merchants! They should know if they are fraudulent or not! This is truly unbelievable if the stance is “we just make the software”!!
Shopify should be able to identify fraudulent shops based on customer feedback, you actually think only 1 or 2 customers will report that shipment hasn’t happened, really?! These are blatant scam sites that look so damn professional and trustworthy!!!