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Hi there @tihska . I completely understand why you would like more help with your order and I can share some advice to help with this situation.
For context, Shopify provides the software for businesses to run their own online stores. We don’t directly run the businesses associated with us or have a hand in their orders. If you are having issues with an order you placed, it’s typically best to speak directly to the store you purchased from. They will have the most information on your order and their products. This page lists some ways to get in contact with a store you purchased from.
If you’re unable to get a hold of the store within four weeks of when you placed your order, or if the issue is not resolved in that time, I would then recommend you take the following steps:
- Report the issue to the store by completing this form.
- Report the issue to our support team here with the information listed below. We would not be able to share the outcome of any investigation, but the information can help us look into it internally.
- The date you placed your order
- The name and URL of the store you ordered from
- Whether you received an order confirmation email after placing your order
- Contact the bank or credit card company you used for your purchase. They often have processes in place to assist customers experiencing issues with online orders.
Please let me know if you have any questions!