I purchased an item on 27 December and have waited until now to open a dispute however it wants the url for the order which o cannot provide due to seller no longer being available. Can you please advise?
Topic summary
A customer purchased an item on December 27 but never received it. The seller’s store has since disappeared, making it impossible to provide the order confirmation URL required to open a dispute through Shopify’s system.
Shopify’s Response:
- Directed the customer to use an online dispute form and locate the order confirmation URL
- Recommended contacting the bank/payment provider directly for a chargeback, since over 30 days have passed
- Emphasized that banks typically have customer protection mechanisms for failed purchases
Community Concerns:
- Multiple users questioned why Shopify doesn’t refund from merchant accounts instead of directing customers to banks
- The dispute form doesn’t function when the merchant’s store URL is no longer valid
- Some users expressed frustration with Shopify’s platform, comparing it unfavorably to alternatives like eBay
Status: The issue remains unresolved, with no clear solution provided for cases where the merchant store is completely inaccessible.
1 Like
Hi @LisaS3
Welcome to the Shopify Community and thank you for reaching out here to seek assistance.
I am sorry to hear about the issues you have been experiencing with your online order - it’s never a nice experience when a purchase doesn’t go as planned.
I understand that you have been trying to open a dispute about your order - have you been trying to use this online form here? You mentioned that you cannot provide the order confirmation URL, we have some information here on how you can find that.
If you haven’t heard back from the store after trying your best to contact them, and you have not yet received the order that was placed on the 27th December, then as it has been over 30 days you should consider reaching out to your bank/payment provider directly to discuss the options available to you. Most banks have customer protection mechanisms in place to help customers recover their money when purchases don’t work out.
For a comprehensive guide on safe and effective online shopping, I would suggest visiting this resource. It provides valuable information about how Shopify supports customers and offers tips for a better online shopping experience. Additionally, we have an informative article here that provides essential advice on shopping with legitimate businesses and staying safe while shopping online. These resources will help you shop smarter and enhance your online shopping journey.
Why wouldn’t shopify refund the funds from the merchant account? Instead you are telling us to go through our bank for a charge back? Makes me think twice about ordering from shopify shops. My luck will be just as good on ebay.
1 Like
Rick - thanks for the link to the form, however - it doesn’t work if the merchants store URL is no longer valid. Please advise.
Shopify is a SCAM