Got an email on 1st February that my order no #3968 is shipped. But up to now nothing arrived
Hi, @Schueren .
I understand you’ve made a purchase on a store, received an email February 1st that your order was shipped however, it hasn’t arrived. I know that not receiving an item you’ve ordered is not an ideal situation. To help you best, I’ll share some steps you can take moving forward.
Shopify is an ecommerce and shopping cart service that some merchants use to run their online store. We do not manage the shipping, sales or day to day operations of a store. If you have any questions regarding your order it is best to contact the store owner directly. They’ll be able to advise you on the status of your order and any other queries you may have. I recommend checking the store you ordered from if they have any social media handles displayed as those may be more closely monitored. You can also try replying directly to the order confirmation email you should have received after placing the order.
If you have exhausted all avenues to contact and resolve your concerns with the seller directly, we recommend that you reach out to either your bank/credit card/payment provider directly. This is because most banks have built-in security measures to protect you as a buyer and they will be able to provide you with the appropriate next steps. Your bank/credit card provider will be in the best position to help provide you with further options regarding your payment and possible refund options.
If you wish to file a complaint/issue with a merchant/issue with an order you can do so via our Acceptable Use Policy form. You can also review our Acceptable Use Policy here for more information on the activities that are not permitted on the Shopify platform.
Our team will take a look and proceed with an investigation if it is determined to be necessary. If an investigation is needed, for legal and privacy reasons we will not be able to share the results of any investigation with you. You can review our Online Order FAQ for more information regarding placing an order online.
I hope this information is helpful to you!