Shopify merchant and order disappeared after purchase

Shopify Discussion
1

I ordered some TCG boxes worth $1000+ from oakwell uk but 7 days after making the purchase, the store completely disappeared from shopify and the link to my order no longer exists. I tried Issue with an order - Shopify and https://www.shopify.com/legal/tools/report-an-issue/fraud but none of the submission buttons are working for me after filling up the form.

I’m also unable to log in to contact customer support as I require a PAID merchant account to access such a feature, and a trial one to even post here. So I’ve no idea how to contact Shopify for merchant/order issues when all these methods just do not work.

1 Like
2

The order link I was sent that isn’t working anymore is this:

https://oakwell.uk/_t/c/v3/AAAMMtGz48tnVR36FMAUhe3JWfAMZPsMxY5fkak6kEGT5XuGbxixDBtDIk8QNUrCVAVbj-9M7Vj84aoyICw-DSIpHZw_5gYMFsgK8ucUpNfd7WMFN9nBtZcqK8CjG6U6E4mjaR1cYgyf5RctvJDz5yPZTkxD-_JfuWWlPqjRr8MrgyA2Cq0sz2GkMek4oXL2F2754VFXwdwVIXoAiGM2ec8hD7JuBSFAWyclmiBtE5INO-LMxAx4UGgC6Vnw1Tm1EUUbxfzMTaQxZbU4z6GnlxhyTFEHUvJelrym-xP3_BzoSAm9627jmI8skdKa78DwP8uZ29q9jGkM0czjy8x1oDjQPFxDcefuK4Ax7IPJ_UByepnM0QoGNL2_J7BmZZVJJm1sIULCaubEBpIk8AESam8SmZDsouYYlEdqXfZ__QXsjyTd9BR_1GE8Q2ONnUZ-r7H2Nty8zEL4aTrxPqOUdzjv9ykEl7WNW17cjy82HRW_afyPi5E8JUUaD7LK1zhVF1pX360XKsdq553tfKw_oztAANrcjh7nRNLNq_5g5MUGt1_3QsLMDdvvVrTLFeRmHMxBqYlzzc44TyB9Ao6yabBn2EIzGT_-dTuTMTkKf3JezCXfa3NiotiuVObrysXtd7YNAAlDgYsf86zBT_udesdPSm5fEqzRTRxOSxbBHRbMF1CBrcPcBsUq_Xt_h4uRFh6dHmmNYloDn3-cRLAMQ75q-NlhL0HNJe1pOPqiyR4Mid4FQE5xtijfs5hTq9ZnaHqH_ghCcZHztmkLu9iW-ISbJ8lWxWulRSvGqcjccjpK5OrNHLOVb24G4OvdKF2pmhq9ukMm4f5pK_IPBbxeynPCMzdHbuS3xEiZVNj7YkBfPIo0xNRoVgXSCSua51F3je6OaHmLOIAXbdmmzi57c6QZBSU56DbGamnpYArmPC9pYlk4D0ze3E6RsvgkfD6iXckurGF5PbhpYCrHXZzMXlks6Ip9ctAGTVREVD1QhBJQ9A3WgCPBRwyKc5gjybXB6WEBdlxCkWaWvU3NnzSapZ-W3CR6y8AcnHlWtIHn9zWOL_FVeOSFHPrKbNhI7r0m9If5odYSK191OaqYLtp3w6HIWELU3Nf53jB1-bQMhgQBMilePX9IKtrPdzUOJzwk8wCaQfnfqhK9fJDY0lao2HcfGzLBa7qki8BoYG9JrgLmYrApfYAVPcOrTarPU7gyrO5TqkrOm2GtOJLHbjlEwg6jGt-O6QgKRmRDj9Z8OpJMu3vN216xw4__x5mdBD5FRbXYfD1fNhvG534p8f5-m64Ws3dJuUZPGf5VaCJTkvUuDZicR3Ch0YI4WsqUBtuKa98VE-eHa_-wEFZR9AcYtcEsEYTYN0OBB8mS84odYNNZEfzpH5Vleuet3ufaoW_OMrWVVkk_aFFtx2mtiifW7JfjM-p7K4sPOEsJ09BKhBX6yLm-ffltmx1yWshrciG5dBhb1U69A8tJ2ZlsC2l9-ssXyxXYRxfdTq3PlamLoKzAlGLFKm_NQebdrlkuABlvkGK95RxS8gAx9-50

And the store is supposedly oakwell.uk but its been taken down so far. No response from seller as well

3

You don’t require any special account to contact the customer support. Just simply go to Shopify Help Center and click on Chat with a human and it will connect you to a live agent.

This is a community forum so posting here will not be as useful as contacting Shopify Support. Regrading your issue, it’s always recommended to verify the store first with real reviews before placing an order. If the store doesn’t have any reviews or any social account connected so it’s a big red flag.

Hope that helps! If it did, a Like and Marking it as Solution goes a long way and helps others find the fix faster too.

Best,
Moeed

1 Like
4

Issue with order is sent to the merchant. Reporting fraud to Shopify doesn’t do any good if they have already taken the store down or if the merchant has already closed the store.

Direct refund from Shopify is not a standard outcome. You need to collect evidence and talk to your bank to initiate a charge-back.

Don’t wait. Don’t chat. Go now.

1 Like
5

A quick Whois domain lookup to check the website’s age, searching for external reviews on Trustpilot, or verifying the store’s social media footprint could have exposed oakwell uk as a newly created or illegitimate entity. Reporting the store to Shopify is pointless if the storefront is closed. The buyer must package specific evidence for the bank: the original order confirmation email, screenshots of the dead URL, screenshots of the failed contact attempts, and proof that no tracking number was ever provided. Without this, the acquiring bank might push back on the dispute.