Is there a way to complain about a merchant?

Shopify Discussion

Topic summary

A customer ordered slides from LussoLiscio (lussoliscioparis.com) and received order confirmation with a waybill number, but encountered problems afterward.

Key Issues:

  • The waybill tracking link became invalid
  • The order link stopped working
  • Customer support responses have been unhelpful (only stating “we are looking into it”)
  • The merchant is hosted on Reamazer (owned by GoDaddy)

Current Status:

  • 5 weeks have passed since the order was placed
  • Customer used Shop Pay (Shopify’s payment gateway) and questions why Shop Pay cannot facilitate a refund
  • One commenter suggested contacting the bank to request a chargeback if the merchant hasn’t provided a satisfactory response

Unresolved Questions:

  • Whether Shopify/Shop Pay will investigate the merchant
  • What advantage Shop Pay offers over PayPal in such situations
  • How to obtain a refund through the platform
Summarized with AI on November 13. AI used: claude-sonnet-4-5-20250929.
1

I ordered some slides from a merchant (LussoLiscio (lussoliscioparis.com) - i promptly received a confirmation of my order and a waybill number… after numerous emails (with their customer support - reamaze (owned by godaddy) all i’ve got is we are looking into it.
The order link - has become invalid

The way bill link - invalid
I trusted this site solely because i was paying using shop pay - how do i get my refund?

2

If you have not received your order within a reasonable period of time (few weeks) and the store has not given you a satisfactory response, you contact your bank and request for a chargeback.

3

I trusted Shoppay which provides the payment gateway owned by Shopify - clearly Shoppay can facilitate the refund? Its now been 5 weeks since the order, plus an update on what shopify/shop pay would investigate the merchant? - whats the use of using shoppay as a payment option when you have paypal?