Julie, here from Shopify Support.
I'm sorry to hear you're having troubles with a specific vendor. Is this a vendor from AliExpress, perhaps? If so, AliExpress is a completely separate entity from Shopify. However, they do have a Buyer Protection program you can use to file a claim against a vendor. If this isn't an AliExpress vendor, please let me know and I'd be happy to offer a few suggestions on next steps.
Thanks for the additional info, Brad. It sounds like you've instead ordered a product from an online store.
I'm so sorry to hear that you've had this issue. I should clarify that Shopify does not have our own vendors; we just provide businesses with the technology they need to run their online stores. As such, our merchants are completely independent and they are responsible for running their business (fulfilling orders, etc.) - we don't ship or manage the stores’ inventory or orders.
We absolutely understand that it's frustrating to have an online order fall through and we do, however, have a detailed FAQ to help you with the next steps.
I hope this clears things up!
Hi. I am agree with the fact that you are not responsable with the how busineses running the activity trough Shopify. But you need to consider that you offer them all the posibilities to promote an sell (and take our money as customers) their products. In this case, is convinient to pay 30-40 usd/month for all the tools that shopify can give you, to scam all the people out there.
I have the same situation. I bought an online product (not physical) and is not working. The vendor doese not answer me to any communication channel. My money are gone, my product doesen't work, the vendor is happy because he scams me and Shopify is happy because have an active subscription from a scam vendor.
There must be a way to fix this. Is it necessary to open a new thread on this topic?
I can completely understand the frustration and stress in having to face these types of issues with your online orders. While we do our best to take action against fraudulent stores using our platform, we also strongly encourage customers like yourselves to report these instances to our team for an internal review.
Creating a new thread won't be necessary. Instead, for next steps, including how to submit a complaint for a specific store, please refer to our detailed FAQ. Once your report has been submitted, it will be automatically sent to a specialized team for review, and they will be taking action as necessary.
Thank you for reaching out and bringing this to our attention.
As you can see, Shopify will not help you. They have a vested interest in stores staying online because this is their business model and how they profit.
I have evidence that demonstrates illegal activity for about half a dozen stores selling counterfeit items. Some have been reported over 15 times now and Shopify does nothing to stop the repeat infringement (This is illegal here in the US and a safe harbor exclusion with the right law firm).
I encourage you to send your complaints to the RCMP here. https://cyber.gc.ca/en/cyber-incidents as I have. I have worked with them before and I know they will help me. Good luck to you.
What they are doing is illegal in the United States. There are some lax commerce laws (especially when related to copyright) in Canada. I would suspect
this is why they are located there as well. Again, contact the authorities (RCMP) in Canada and make a complaint against Shopify.
That's not my point, here! Shopify needs to police itself and/or have some control over who gets on Facebook. What defines a legitimate storefront? Why not a Shopify license number? The platform is becoming the wild west! I will not buy anything anymore from a Shopify store and I have told many others the same.
Hi there, I would also like to complain about a vendor. I ordered something from Henri's Toys back at the end of December and despite sending two emails to them directly and an email to a 'docpopshop', I have not heard back.
How can this be resolved?
Attention Customers with Complaints!
Keep in mind Shopify only provides products and services to businesses (like mine)... just like a bank or home improvement box store or any other wholesaler or business to business provider. They are not an online retail marketplace where vendors sign up to showcase and sell their goods and services under their website and a name like some of the giant marketplaces out there.
A company, again like mine, buys Shopify's products and services and we use those tools to create a website and eCommerce platform to sell our products and or services. Just as a contractor may buy a box of nails and some wood from the local home improvement box store to build that deck in your yard. If you hire a contractor to do a home improvement or repair... and there is an issue with the contractor... whatever the issue... do you go to the home improvement store to complain and tell them they should police what the contractors, and everyone else for that matter, does with the nails and wood or other tools they sell them? Do you see how ridiculous that sounds?
If you went to the grocery store and bought some milk and it is sour... do you go to the dairy farmer and complain? No, you don't.
If you paid a deposit for a wedding photographer and they went out of business before your wedding... do you complain to the manufacturer of the camera or film? No, you don't.
If you go to a major retailer's website and order a blender... and you don't get it... do you go to the manufacturer and distributor of that blender to complain? No, you don't. Do you go to the retailer's bank and complain or complain to their accountant's office, the insurance company, the web-host, the janitorial company, the landlord of their warehouse or retail stores properties, etc? No, you don't. And if you did what would happen? Nothing. All those people service the retailer... they do not control the retailer's actions or lack of.
So what to do?
There are proper channels to make complaints about online stores. Making complaints to whoever sells them the tools and resources to have an existence online is not one of them and will end up nowhere as they have no jurisdiction or control over that. Same as the home improvement store has no control over how a contractor uses the nails they sold them.
If you ordered online... you probably paid with a secure payment option like credit card or online payment provider. That should be your first place of action... Stopping or reversing the payment. You should have an idea where the shop is located... contact their local district attorney's office, BBB or other consumer protection agencies. There's a lot better places to complain where it will make a difference. That's my point.
I wish you all good luck in recouping your losses... or taking actions against those bad vendors.
This store was up yesterday had FB ads all over the place - I foolishly placed an order - but today the store is aldreay gone?
so it is obviously a fraud; the payment made through PayPal went to someone named Nguyễn Anh Dũng
I was at least smart enough to use a CC which I can dispute the charge as soon as it hits my account. What does Shopify do to alert customers when there is an open and close fraud like this?