I need help with an order

Payments + Shipping & Fulfilment
1

I have placed an order with a store that does not have a website anymore I don’t have the product or a refund I can’t get into contact with Shopify and the store can’t refund me because they don’t own a store anymore and can’t process a refund so I need Shopify to process the refund directly.

2

Hi @HarryGreenberg

If you’ve placed an order with a store that no longer exists on Shopify and haven’t received your product or a refund, and you’re unable to contact the store or Shopify directly, there are a few steps you can take:

  1. Contact Your Payment Provider:

    • If you paid by credit card, contact your credit card company or bank immediately. Explain the situation and request a chargeback. Most credit card companies offer some protection for purchases that are not fulfilled.

  2. Reach Out to Shopify Support Again:

    • Although the store is no longer active, Shopify might still be able to help if the transaction was processed through their platform. Try to reach Shopify Support through their official channels, such as:

  3. Check Email Receipts:

    • Look for any emails related to your purchase. Sometimes, there are links to contact the merchant or Shopify within the email that might still be active.

  4. File a Complaint:

    • If you’re unable to resolve the issue through your payment provider or directly with Shopify, consider filing a complaint with consumer protection agencies, such as the Federal Trade Commission (FTC) in the U.S. or equivalent organizations in your country.

  5. Review Legal Options:

    • As a last resort, you may consider seeking legal advice to understand your rights and any potential recourse available to you.

It’s important to act quickly, especially when dealing with chargebacks, as most banks and credit card companies have time limits on when you can file a claim.

Regards
Saif