A customer purchased an item for nearly $100 through the Shop App in June but never received it beyond an initial ‘Confirmed’ status. Despite multiple contact attempts via phone and email, the seller stopped responding and eventually deactivated their account.
Shopify’s Response:
Shopify staff clarified they are a platform provider, not a marketplace, and cannot intervene in merchant operations
Recommended contacting the bank/payment provider after 4 weeks of non-delivery
Suggested filing a report through Shopify’s ‘Report An Issue’ form for investigation
Outcome & Updates:
The original poster filed a complaint but received no follow-up from Shop
Two years later, they discovered the seller (named Carrie) was selling the same item on Facebook Marketplace
When confronted, the seller claimed to have ‘reduced inventory’ and had no purchase records, offering no refund or resolution
Community Reaction:
Multiple users shared similar experiences of non-delivery and unresponsive sellers
Several participants expressed frustration with Shopify’s limited accountability compared to platforms like eBay
The discussion remains unresolved, with the customer unable to recover either the item or their money
Summarized with AI on October 28.
AI used: claude-sonnet-4-5-20250929.
Hi there, I purchased an item on the Shop App in early June and haven’t received any updates on the order besides it being ‘Confirmed’ the day I purchased it, I’ve contacted the seller multiple times both via phone number and email provided on their site, even filed a complaint on the app with no responses back from the seller or Shop, I found out this morning the seller deactivated their account; I believe they did as I’m greeted by a “user is currently unavailable” when I go to their page on both on PC and via phone app. I spent almost $100 on this item, more then half going to shipping of all things.
What do I do? What are my options? I’m aware it’s too late to ask for a refund and seeing as the seller has disappeared I’m not sure what to do at this point. I would like my item to be delivered and in the condition shown in the photos on the listing, preferably in my lifetime.
I definitely understand where you’re coming from regarding your order and would be happy to share some insight on how we can help.
As Shopify is a platform used by many merchants to sell online, we are unable to manage day-to-day operations or intervene in the order process. We do however, encourage you to check out our Order FAQ Page for more information on how to handle your order.
If after 4 weeks you still have not received your order, we recommend contacting your bank for steps on how to proceed. Additionally, if you believe the store you purchased from is using Shopify as a platform, you can fill out our Report An Issue Form for further investigation.
It’s important to note that Shopify is a platform used by many merchants to sell both online and in person, and would not have access to their day-to-day operations or orders. Ultimately it’s recommended that that you contact your bank and/or payment provider directly. This will ensure that the appropriate guidance can be given as well as the next steps on how to retrieve funds to get this resolved.
Please let me know if you have any other concerns.
I’ll reach out to my bank and Paypal although honestly I’d rather have the item then a refund (if a refund of sorts is even possible as it’s been months since I purchased the item). Continuing your suggestion’s; I did make a complaint to Shop through there report an issue forum last month when the sellers page was still active, which they said they’d get back to me and they haven’t, I’m assuming since the seller has removed their page Shop won’t get back to me.
It’s unfortunate to hear Shop/Shopify doesn’t take as much responsibility as other places such as eBay, I’ve never used this site to purchase except for the one time (which is the item I’ve yet to receive), certainly a lot of confusing hoops to jump though to get help compared to other sites I find, I was under the impression they’d be better then eBay or other selling platform, looks can be deceiving is the best way I can sum up my thoughts.
Thank you again for reaching out and giving some suggestions, I greatly appreciate it on this upsetting matter..
Cheers- Dex.
Shopify is a platform for cheaters to make money. Shopify has no means to prevent crooks from cheating customers. In the end, Shopify clearly tells we do not know anything and it is between you both. Cheaters…
You cannot report a fraudulent company on this site. Each time I complete the form the submit button is grayed out? I never received item purchases from Artisanal delights LTD beware. Company deleted info and tracking. No assistance from Shopify
Welcome to the Shopify Community, and thanks for joining the thread.
We’re sorry to hear that you had a negative experience online shopping. For context, Shop does not actively work with any online stores. Our app’s role in the delivery process is to provide tracking updates directly from the carrier, so long as the user has received the supported tracking info from the online store. We do not sell products, handle the delivery of any orders, or process any transactions.
If you’re unable to contact the seller, then we strongly recommend reaching out to your bank as they’ll be able to assist further.
I found out the item I purchased was being sold on Facebook Marketplace not even a month after I purchased the item from the shop site, took two years for Carrie, the seller to reach out to me the other day after hounding her every so often on the facebook listing, just to tell me she “reduced her inventory” and removed the item from her site. No refund or ideas on how to resolve the situation, just a “sorry sir, I have no records of your purchase”. These sellers are something else being able to get away with this..
Shopify worst platform ever never use ppl take your money and do not deliver there is zero accountability you may as well just throw money into the wind-gone