What steps can I take when an item purchased on Shop App is not delivered?

Shopify Discussion
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Topic summary

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.
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Hi @Dexster ,

Thank you for reaching out to the Community.

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.

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