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Is claiming a chargeback the right way to get a refund?

AddictedAddick
Visitor
1 0 0

Hello there,

 

I purchased a pair of trainers for £120.99. The company has gone bust and asked me to claim a chargeback. Is this the correct way to deal with getting my money back? Order number was #1033 and was paid for by credit card.

 

kind regards,

Frank De Pellette.

Accepted Solution (1)

Blair
Shopify Staff
1853 253 223

This is an accepted solution.

Hi @AddictedAddick,

 

Thank you for reaching out to the Community. I'd be happy to provide some insight on how we can help with an order placed online.

 

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. We do however, encourage you to check out our Order FAQ Page for more information on how to handle your orders. 

 

If after 4 weeks you still have not received either of your orders, we recommend contacting your bank for steps on how to proceed. Additionally, if you believe the stores you purchased from are using Shopify as a platform, you can fill out our Report An Issue Form for further investigation. 

 

It's important to note that Shopify is a platform used by many merchants to sell both online and in person, and would not have access to their day-to-day operations or orders. Ultimately it's recommended that that you contact your bank and/or payment provider directly. 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. 

 

Please let me know if you have any other concerns. 

Blair | Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

View solution in original post

Reply 1 (1)

Blair
Shopify Staff
1853 253 223

This is an accepted solution.

Hi @AddictedAddick,

 

Thank you for reaching out to the Community. I'd be happy to provide some insight on how we can help with an order placed online.

 

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. We do however, encourage you to check out our Order FAQ Page for more information on how to handle your orders. 

 

If after 4 weeks you still have not received either of your orders, we recommend contacting your bank for steps on how to proceed. Additionally, if you believe the stores you purchased from are using Shopify as a platform, you can fill out our Report An Issue Form for further investigation. 

 

It's important to note that Shopify is a platform used by many merchants to sell both online and in person, and would not have access to their day-to-day operations or orders. Ultimately it's recommended that that you contact your bank and/or payment provider directly. 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. 

 

Please let me know if you have any other concerns. 

Blair | Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog