How can I get a refund for an order not received from an online store?

How can I get a refund for an order not received from an online store?

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I ordered from a store that used Ideal to take money for an order I never received. I tried to contact the seller as I never received an order confirmation I had asked for. Then today I find out the website is no longer open. How do I get my money back? 
When trying to contact support here everything requires a link to and order with information I don’t have. I am extremely frustrated and would like to know how to solve this. 
How do I contact a person to share both my bank screenshot to show the money taken out of my account and the screenshot I made of the order confirmation from the store?

Reply 1 (1)

Shopify Staff
1033 82 133

Hello, @Mfaev 

Shopify is an ecommerce software some merchants use to build stores for their own businesses. We don't handle the shipping or orders for these independent businesses here at Shopify ourselves. I do understand however, that this is disappointing for you.


If at least 30 days have passed and you have neither received the item, nor had a reply from the merchant, then I would advise reaching out to your bank for their advice on next steps to take. They can help you to recover your funds. If you feel concerned this store may present a threat of fraud, you can use our "Report a merchant" function here. You mentioned the store is now "unavailable" which means it is likely under review by our fraud team already. Thank you.

Ivy | Social Care @ Shopify

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