This is Moira from the Social Care team at Shopify. Thanks for posting! I understand that you made a purchase from a store a while ago and haven't received anything yet. I acknowledge how inconvenient that must be for you and will do my best to provide you with a resolution today.
Just to explain fully what we do, Shopify is an eCommerce platform that anyone can use to create an Online Store. We don’t handle the products, orders, custom service. We provide merchants with the software they need to sell online. Legally we cannot divulge if a business uses the platform so I cannot confirm nor deny if the store you purchased from uses Shopify.
Have you tried contacting the store directly? In most cases, you can contact a store using the following methods:
calling by telephone
sending an email
using a contact form found on the store website
using a social media messaging app, such as Facebook Messenger.
An order confirmation email might also have store contact details or tracking information for the order. If you use the Shop mobile app, then you can contact Shopify stores from within the app.
If you have been unsuccessful in contacting them and you are worried the goods will not be sent I'd recommend reaching out to your card provider/bank for advice on how best to proceed. They may suggest initiating the refund process so that you can get your money back. When someone reaches out to their bank for refunds, Shopify will be notified and an investigation will be initiated on this side also. What I can assure you is that we will take a look into the store's activity and take action where appropriate. Although for legal and privacy reasons, we won't be able to share the results of this investigation with you.
If by any chance, you processed this transaction using PayPal, then I do believe you're also in great hands. PayPal has what you call Buyer Protection which favors buyers like you. You can see how to action this process via their online guide:
Below, I have provided you with 2 great resources for further guidance on this issue:
FAQ: Your Online Order - Shopify Community - detailed FAQ to help you with the next steps.
Contacting a Shopify store about an order · Shopify Help Center - a document which should give you more information on how to contact a Shopify store and what steps you should take next.
If you have tried to resolve an issue with a store but it hasn’t worked, then after 30 days you can contact Shopify Support.
We’re always here to help. If you have any other questions, don’t hesitate to ask.
Moira | Social Care @ Shopify
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