I ordered a couch and now the store is unavailable

Store Feedback

Topic summary

A customer ordered a couch but now cannot access the store’s website, which displays an error message (shown in an attached screenshot).

Store Response:

  • Shopify staff clarified they provide the e-commerce platform but don’t manage individual merchant operations or shipping
  • Recommended contacting the merchant via the original order confirmation email
  • Suggested filing a dispute with PayPal or credit card provider if the order doesn’t arrive
  • Confirmed they will investigate the store internally for potential fraudulent activity, though results cannot be shared due to privacy policies

Community Suggestion:

  • A third-party app representative recommended filing a ticket with the payment platform (Shop Pay) to request a refund if products aren’t received

Status: The issue remains unresolved for the customer, who must pursue refund options through payment providers while Shopify investigates the merchant separately.

Summarized with AI on November 19. AI used: claude-sonnet-4-5-20250929.
1

Is this store even open anymore. And this is what it says.

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2

Hi, @Sherrie69 .

Thank you for reaching out!

I can understand and appreciate your concern with your order. Shopify is the website and shopping cart service that some merchants use to run their online stores. However, we do not manage the shipping or sales of the store. We advise replying via the original order notification email you would have received. Suppose you don’t receive your order in a reasonable amount of time. In that case, you can always reach out to PayPal or your credit card provider for further options regarding your payment and possible refund options. We cannot recover your money for you as we do not operate businesses on behalf of our merchants on the platform. We absolutely do not condone any fraudulent activity on Shopify. If this does happen to be a Shopify store, filing a claim with your bank will trigger a notification internally, which we can use to investigate the shop as needed. We will look into the store’s activity and take action where appropriate. For legal and privacy reasons, we will not be able to share the results of this investigation with you.

Thank you,

3

Hi @Sherrie69 ,

This is Ricardo from InventoryHero app, I think you can try to file a ticket on Shopify, maybe to the Payment platform in order to get a refund in case you haven’t receive the products.