How can I get a refund from a Shopify vendor after 6 months?

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I made an order for a shirt from a vendor 6 months ago and still haven't received the order or any replies from the vendor.


The order with shipping was 180$ CAD.


Shopify says to contact my credit card issuer to resolve the dispute but they have a 120 day limit.


I just want to talk to a real human being from Shopify, there doesn't seem to be any possibility to call support or talk live. When searching the forum I find similar posts and the support team just sends them the basic support link which has no way of talking to a live person.


I don't understand how these vendors can just scam people and take their money.


I think it would make sense for a e-commerce business (Shopify) to refund their customers (Me) when their vendors take advantage of their platform and abuse it to scam regular people. Yes they can ban the vendor, he still gets to keep my money and everyone else he did this to. Shopify makes a profit on this transaction thus profiting off of fraud. I have received no product after 6 months but both other parties get paid. 


Thank you for your time.

Reply 1 (1)

Shopify Staff
1677 109 219

Hi, there.


I'm sorry to hear that you never received your order and that the store was unresponsive. 


To clarify, Shopify provides the software that many businesses use to manage their online stores, but we do not handle their orders or fulfillment. Businesses using Shopify's software are responsible for their store policies, business practices, and the products that you buy.


Refunds can only be issued by the store you ordered from. This is similar to a retail shopping environment, in which if you bought a product from a store in a mall, only the store can process a refund (the mall has no authority or means to do so). 


However, we do not tolerate fraudulent activity on the platform and will investigate any reports received to determine whether further a store needs to be removed. You can find more details on Shopify's role here: How Shopify helps customers.


The Shopify Help Center includes a link for customers to submit a report.




There is no need to speak to a live support advisor in this case, as the only course of action we have is to collect the data requested in the report. Otherwise, all of the information we have to offer regarding online orders can be found here: FAQ: Your Online Order. If you have already submitted a report, thank you for doing so.

Sophia | Social Care @ Shopify 
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