Problem with website using shopify

Retail & Point of Sale

Topic summary

A customer purchased from a Shopify-powered store but received no shipment or response to emails after two weeks. The issue remains unresolved and requires escalation.

Recommended actions:

  • Retry contact: Check for phone numbers, social media, or website updates about shipping delays
  • Dispute payment: File chargeback with bank/credit card, open PayPal dispute, or contact Shop Pay/Affirm depending on payment method used
  • Report to Shopify: Submit complaint at shopify.com/legal/report-aup-violation with order details and communication attempts (Shopify doesn’t handle refunds directly but may investigate)
  • Verify legitimacy: Search reviews on Trustpilot, BBB, or Reddit to check for similar complaints
  • Report fraud: If scam suspected, file with local consumer protection agency or FTC (U.S.)

The discussion emphasizes that payment method determines dispute options, and multiple complaint channels may be necessary to resolve the situation.

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

I have a problem with a website that I bought from and paid money, however, I didn’t hear from them and Nothing got shipped for 2 weeks now do you know how I can get help since the website didn’t answer my several emails

2

Hi @Maljaser

I’ve gone through all the details you’ve shared, and it looks like the real issue here is that you’ve made a purchase from a Shopify store, but the seller is unresponsive, and your order hasn’t been shipped for two weeks. That’s definitely frustrating, and I understand why you’re looking for a way to get help.

Here’s what you can do to handle this situation:

1. Contact the Store Again

Before escalating the issue, try reaching out to the store one more time:

  • Check if they have a phone number or social media page where you can contact them.
  • Look for their contact form, FAQ section, or any updates on their website regarding shipping delays.

2. Check Your Payment Method

How you paid for the order will determine your next steps:

  • Credit/Debit Card: Contact your bank and request a chargeback if the store isn’t responding. Most banks allow you to dispute fraudulent or unfulfilled transactions.
  • PayPal: Open a dispute through PayPal’s Resolution Center. You can escalate it to a claim if the seller doesn’t respond.
  • Shop Pay Installments: If you used Shop Pay, check your Shop Pay account and contact Affirm (if applicable) for assistance.

3. Report the Store to Shopify

Since Shopify is the platform the store is built on, you can report the issue to them:

  • Go to Shopify’s Report a Merchant page: https://www.shopify.com/legal/report-aup-violation
  • Fill out the form with your order details, payment proof, and any communication attempts with the store. Shopify doesn’t directly handle refunds, but if multiple complaints are filed, they might investigate the store.

4. Check If the Store Is Legitimate

If the store seems suspicious, search for online reviews or complaints. Websites like Trustpilot, Better Business Bureau (BBB), or Reddit can sometimes give insights into other customers’ experiences.

5. If It’s a Scam, Take Action- If you suspect fraud, report it to your local consumer protection agency or authorities.

Hopefully, one of these steps helps you get your money back or at least get the store to respond. If you need any other assistance, feel free to reply, and I will try my best to help.

Best regards,
Daisy