Hello.
I had ordered 7 garments from an Instagram sponsored store called kavya jain. After the transaction of Rs. 1265, I received a SMS and email confirmation. However, post that, the link says: store is unavailable, link is invalid. Even the Instagram page is unavailable.
I suspect fraudulent activity. What should I do? Please do help.
Hi, @Oindrila .
Welcome to the Shopify Community.
While order queries are best handled by the store you purchased from directly, I am happy to share the following steps and suggestions to help you resolve your concerns about your order.
To confirm, have you tried replying to your SMS or email confirmation? An additional way to contact the merchant is via any social media channels they may have as these are sometimes monitored more closely than other contact methods.
I would like to clarify that Shopify is a website and shopping cart service that some merchants use to run their online stores. We do not manage the shipping or sales of any stores. We don’t manage any of the day-to-day operations of any merchants or operate on behalf of any merchants.
If you have exhausted all avenues to contact and resolve your concerns with the merchant directly, I encourage you to reach out to either your bank/credit card provider or PayPal depending on how you paid for your order. This is because most banks have built-in security measures to protect you as a buyer and they will be able to provide you with the appropriate next steps. Your bank/credit card provider or PayPal will truly be in the best position to help provide you with further options regarding your payment and possible refund options
I want to emphasize that we absolutely do not condone any type of fraudulent activity on Shopify. If this does happen to be a Shopify store, filing a claim with your bank will trigger a notification internally at Shopify. We can use this information to investigate a store as needed. We will take a look into the stores’ activity and take action where appropriate. For legal and privacy reasons we will not be able to share the results of this investigation with you. Another option, instead of filing a claim with your bank is to click the following link to Report an Issue with a Merchant. When filling out this report select Non-delivery of a product from the drop-down menu. Our team will take a look and proceed with an investigation if it is determined to be necessary. If an investigation is needed, again for legal and privacy reasons we will not be able to share the results of any investigation with you.
Lastly, I’d like to share the following resources for more information.
I’m having the same issue with a vendor. The site has been taken down, the person I ordered the item from has not responded to Emails, and all payments have gone through. I mistakenly deleted the order confirmation and cannot get the URL for the order. However; I still have the order confirmation from the vendor themselves, the open order on the Shop Pay app, as well as the loan ID from Affirm attached to it. I’ve messaged Affirm to get the ball rolling but I still want to see what I can do on this side of the transaction. Is there anything I can do to resolve this?
Hi, @TrevorH_1 .
Thanks for joining the thread.
I understand that you ordered from an online shop which has since been taken down. You mentioned that you are viewing the order through the Shop Pay app.
If you are tracking the order via the Shop app, on the order details page on the app, click the Show details button in the carrier section. Then select the Contact by the carrier name. After doing the above, you will see the available contact options for the carrier.
Additionally, if you’re unable to contact the merchant or haven’t received your order within 30 days, I strongly encourage you to contact your bank/payment provider (depending on how you paid for the order) so they can assist you with refund options.
Thank you for the response,
The order is currently on the status “order placed” and doesn’t have any
carrier information attached to it. Going through the app, I cannot find
any way of extracting the url from the page. Looking through my other
orders from other vendors, I do have the option to view the order’s
information.
Thanks for advising, @TrevorH_1 .
In that case, I would wait 30 days after you’ve placed the order to then contact your bank if you’re unable to get in touch with the merchant or haven’t received the order. This is because most banks have built-in security measures to protect you as a buyer and they will be able to provide you with the appropriate next steps.