Order Issue Form Pointless - How to Report a Business

Shopify Discussion

Topic summary

Problem: A Shopify-hosted business stopped fulfilling online orders and is not responding to emails, yet its storefront remains active. The poster is seeking recourse after failed contact attempts.

Attempted route: Submitted Shopify’s “Issue with an Order” form, which only forwards complaints to the merchant. The merchant remains unresponsive.

Ask: Looking for a way to file a complaint directly with Shopify to trigger enforcement (e.g., suspending/removing the store) for suspected policy violations (non-fulfillment and lack of communication).

Status: No resolution or guidance yet. The poster is requesting a direct escalation path within Shopify.

Summarized with AI on January 30. AI used: gpt-5.
1

I’m not sure where else to turn for my issue. A business that uses Shopify is no longer fulfilling online orders and they don’t reply to emails. But their store is still active through Shopify.

I used Shopify’s “Issue with an Order” form but that only sends the complaint to the business and the business doesn’t reply anyways.

Is there a way I can file a complaint with Shopify directly so that the store can be removed from Shopify’s services. I’m sure, by not fulfilling orders and neglecting customer communications, they are violating Shopify’s business policies.

3

In addition to submitting a charge-back to your bank, this should be where you report a merchant. Report a merchant - Shopify

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6

Thank you! I submitted a Fraud complaint through Shopify.

1 Like