I cannot believe that there is NO customer service number for consumers of Shopify merchants and that I had to set up an account in order to submit an issue. Can someone please tell me how to get help with two orders I placed with Molicuty that were never fulfilled? Their website is no longer available, hence the URL link for the orders is no no longer valid and that’s why I could not submit a ticket via the Help Center. I need real help!
Topic summary
Customer reports two paid orders from merchant “Molicuty” were never fulfilled; the store’s site is offline and order links no longer work. They are frustrated there’s no consumer-facing Shopify phone support and had to create an account to report the issue.
Shopify staff advises: try contacting the merchant via email or social media; if unreachable, dispute the charge with the bank or card issuer. They clarify Shopify is an e‑commerce platform (software/hosting) and can’t mediate order disputes, though accounts violating Terms of Service can be removed. Molicuty appears no longer on the platform, so no further platform action is available.
Customer pushes back, arguing Shopify should contact the former merchant and bear responsibility for vetting legitimacy, calling the situation a scam. They plan to contact their bank and consumer affairs and express reduced trust in Shopify‑hosted stores.
Actions/outcomes: Customer will file a payment dispute and a consumer complaint. No refund or merchant contact was provided by Shopify. Status: unresolved, with disagreement over Shopify’s responsibility and no confirmed path to recover funds beyond a bank dispute.
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Hi @PFranco22
I am really sorry to hear that you had an issue ordering from this store. I understand you believe they are hosted on Shopify and are looking for a resolution to not receiving the items you ordered.
In this situation the best next step is to try and contact the merchant, possibly through their social media accounts or through email. If you are not able to connect with the merchant to confirm if your order will be completed, we then recommend that you contact your bank or credit card provider to dispute the payment you made.
Shopify does not have the ability to directly intervene in order disputes between a merchant and their customers. We are a software provider and we provide hosting and services to merchants to manage their own online store. We have no control over the individual businesses that use our services.
We do take action to remove merchant accounts from the platform that are not fulfilling orders or are not upholding our terms of service. It sounds like this merchant is no longer using our services, so there is no other action we are able to take.
I hear
You but I’m sorry, there has to be a way you can connect with that former merchant. You must have their information if they used your platform. Who knows how many people’s orders were not fulfilled and how much money they stole. They were running a scam business and this needs to be dealt with. It’s illegal.
I will call my bank but I also plan to contact consumer affairs as I believe your company should bare some responsibility for verifying the viability of merchants and taking steps to ensure they are legit companies.
Thank you anyway, but this makes me lack confidence in ever shopping with any merchants who use Shopify ever again.