How can I recover my money from a closed online store without suing?

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This has been a complete nightmare, and I'm convinced it's due to glaring incompetence. Shopify killed a store I attempted to purchase from before the purchase could be completed, are holding my money, and I can't contact support. How do I get that money back without escalating to legal action?

Reply 1 (1)

Shopify Staff
1511 169 261

Hi, @Bobjoe.


To confirm, did you recently purchase from an online store, but their website is now inaccessible?


If this is the case, and if you're looking for a solution to potentially help in retrieving your funds, your best way forward is to contact your bank or card provider.


For context, Shopify is an ecommerce company that many businesses use to create their online store. We don't run or manage the businesses themselves, which means that we don't deal with the business' orders on our end. Because of this, buyers will typically need to speak with the store directly for any issues regarding their order.


In saying this, if the website you purchased from is no longer available, then as mentioned you'll need to contact your bank or card provider. 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. Keep in mind that most banks require that 30 days have passed since you placed your order before you can file a report with them. More information about this can be found in this guide.

Kimi | Social Care @ Shopify 
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