I’m attempting to file a claim regarding a seller and request a refund. However, the order confirmation URL I received is not accepted in the claim form. The virtual assistant is unhelpful, repeatedly prompting me to sign up for an account, which I already have. Contacting Shopify to report a scam seller has proven incredibly difficult.
Also why is the files attached only in .CSV and not .JPEG or .PNG? Very strange.
Hi @Tybowers ,
I definitely understand where you’re coming from regarding an order that you placed online 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. If you’re unable to complete an AUP Form or get in touch with the shop directly, I’d encourage you to contact your bank and/or credit card provider for steps on how to proceed. 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.
We do however, have this form available if you believe a store is operating in violation of our Acceptable Use Policy (AUP). This will allow us to investigate any potential fraudulent activity and take the necessary actions.
Please let me know if you have any other concerns.
Hello, I’m backing this up. It is impossible to file a complaint and get my money back.
The “Issue with order form” does not accept any other URL apart from a Shopify order confirmation URL. I got a URL from the sellers website. So I am unable to complete the form.
To circomvent this you recommend to have my financial institution solve this. While they say the merchant should be contacted; the payment is made to Shopify Payments IED04 XN32 Dublin 4, so that should be you.
Now I’m reading here above that one should report the fraudulent seller via another form. Ok, but how will this get my money back?
Did you ever get a helpful reply? I’m starting to think that Shopify are washing their hands of any problems…their report seller form is a joke!
Your form just freezes when it’s filled in. The order number is the one that I received in the original email - I’ve had the same problem with the others in this thread. Surely you are making it possible for scammers to work freely by making the reporting form inaccessible!
Nope, never… my issue remained unsolved. A scammer took my money and I cannot even file a complaint. What a joke.
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It’s really poor! I’m also having trouble getting my bank to deal with the fraud! Will steer clear of Shopify in future
It sounds like you’re running into two separate issues, (1) the claim form not accepting your order link, and (2) the file type restriction.
For the link problem, Shopify’s claim process usually requires the order confirmation URL to come from a store hosted on Shopify and to be in the correct format (including the https:// and full path). If the seller’s site isn’t actually hosted on Shopify, or the link is incomplete, the system will reject it. In that case, you’d need to file the complaint through your payment provider (credit card, PayPal, etc) instead.
For the file uploads, Shopify’s form only accepts .CSV because it’s designed for reporting multiple orders in bulk, not for attaching screenshots. If you want to submit screenshots or image evidence, you’ll need to send them directly to Shopify Support via chat or email after starting a ticket.
If this gave you something useful, feel free to mark it as a solution so others can find it too.