Topic summary
A merchant’s Shopify store was closed overnight after processing their first order—a nearly £2,000 payment from an existing customer. Despite appealing immediately, over 3 weeks have passed with no resolution or meaningful updates.
Key Issues:
- Unable to refund the customer due to store closure
- Multiple escalations promised (told 3 times it was escalated, once to senior staff)
- No follow-through or communication from Shopify support
- Live chat unable to confirm current status
Merchant’s Concerns:
- Questions whether withholding funds without ability to refund is legally permissible
- Seeking advice on next steps or recourse
The situation remains unresolved with the merchant expressing desperation over the lack of progress and communication.