Ripped off by Seller, Shopify support useless

Payments + Shipping & Fulfilment

Topic summary

A customer received the wrong product from a Shopify-based seller and cannot get a response despite multiple email attempts—the only available contact method.

Support Issues:

  • Shopify’s support repeatedly directs the customer to contact the seller directly, despite reports explaining this isn’t possible
  • The automated/AI-based support system is not addressing the fraud complaint effectively
  • The fraudulent seller remains active on the platform

Suggested Actions:

Status: Unresolved. The discussion highlights frustration with Shopify’s buyer protection mechanisms and the prevalence of scam stores on the platform.

Summarized with AI on October 27. AI used: claude-sonnet-4-5-20250929.
1

Hello,

I ordered a shirt from a seller using the platform and I have received the wrong product. Despite numerous emails(the only mode of contact) to the seller, I haven’t received any response. I almost never shop online but seeing that the seller was using Shopify I trusted it and ordered hoping if nothing goes wrong, I will get some support. Shopify has been absolutely useless. I’ve reported this multiple times to Shopify directly using their form but I just get “Contact seller directly” as a response. GUYS, IM WRITING TO YOU BECAUSE I CANNOT CONTACT THE SELLER. Despite multiple reports from my side, The seller still remains on the platform. This AI based tech support is an absolute joke and is completely tarnishing the reputation of your platform. What can I do to resolve this?

2

Hi @The_batdoctor

Welcome to the community but sorry to hear about another scam. There are so many of them now.

Could you share a link to the store?

And you did report it here :

https://www.shopify.com/legal/tools/report-an-issue/report-a-merchant

under, the issue with the order or fraud?

That way, Shopify should close that store so others do not get scammed.

For a refund, only, but there is a small chance to contact your bank. But most of people do not have luck.