I ordered two pet beds via a BOGO email campaign. I received one bed only and they have been stringing me along for six weeks that the other bed is “on its way”. Is there any recourse via shopify for improper activity by its members? Thanks.
Hi, @melissaaporter
Sorry to hear you’ve had a negative experience with a store you purchased from that you believe is on the Shopify platform. Stores on our platform are independent businesses and we do not oversee order management, fulfilment, or shipping. That being said, I’d be happy to share the best next steps for you, which are found in our online order FAQ page. I recommend reading through this document.
If you fail to hear back from the store with an updated timeline or tracking number, since you have waited over 4 weeks for your order, the next step is to reach out to your bank or payment provider for guidance. Filing a notice with your bank or payment provider will trigger an investigation on our behalf, if the store is using the Shopify platform. Furthermore, included in the FAQ is a link for reporting a store directly to us should you wish, once you have taken all the prior recourse steps suggested.
Let me know if you have any further questions!
Hi Hilary,
I had ordered 4 anti anxiety pet beds from Coco & Lily through Shopify on 12th August 2021. I never received the items and been emailing them without much joy. The only reason I bought these items was they were on a reputed site like Shopify. I request your help to get my items or money back.
Hi @Natvora ,
Sorry to hear you’ve also had a negative experience with the mentioned store that you believe is using Shopify.
I’ll reiterate that Shopify is a software company with tools that enable stores to build their websites and sell their products online. The stores using our platform are independent businesses. Shopify doesn’t sell any of the products ourselves, or fulfill/ship out any orders.
That being said, I’d be happy to explain your best next steps. Since you’ve waited more than 30 days for your order, and have already tried to contact the store without success, your next step is to fill out our buyer complaint form. You can find the form by clicking Get support as a customer of a Shopify store.
From there, if you still are not having success in hearing from the store about your order, your best next step will be to contact the payment provider you paid through, such as your bank (credit card provider) or PayPal.
I’ll also link our Online Order FAQ, which details these steps in full. It also mentions our Acceptable Use Policy (AUP), and an option to report a store further if you believe it’s using Shopify and is in violation of our AUP. We highly appreciate your feedback and will take action as needed.
Please let me know if you have any questions!