I have ordered something and have not had any luck getting a response from them regarding progress of my order. Despite trying to email them and message via social media
no progress on my order has been made since order was placed , as per shop app for tracking of orders.
money has gone off my account and I need an update of my order and whether it actually is being processed. I need an answer from the supplier
Hey there, @Jacquirusson . Thanks for reaching out to the Shopify Community Forums with your situation around this order you’ve placed. It’s good to meet you!
To set some expectations, Shopify is a commerce platform that provides the tools and technology for merchants to set up an online store and sell products and services on their own website, at physical retail locations, marketplaces and more. As such, we’re unable to confirm if an online business uses our platform for hosting, nor do we play a role in the management of businesses that may be on our platform.
How long has it been since you placed this order with the business? What we typically recommend is to allow for some time (up to 30 days from the date of ordering) for any updates from the business regarding your order. During that time period, we recommend reaching out to the business using their available contact information, or via any social media profiles that they have available, to request an update. You can also try replying directly to the email address that delivered your order confirmation.
In the unfortunate situation that a business doesn’t follow up with you within 30 days from the date of purchase, you will want to connect with your bank regarding the transaction involved with this order. They will be able to advise you on what options they have to help you reclaim your funds, if needed.
We have some resources here that include some helpful additional information for you! We have our Buyer FAQs available here, and then we have our ‘Safe Online Shopping’ blog available at this link. If you have any questions, I recommend referring to these documents, as they should have the answers you’re seeking.