Why can't I submit a claim for a refund on a seller?

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I'm attempting to file a claim regarding a seller and request a refund. However, the order confirmation URL I received is not accepted in the claim form. The virtual assistant is unhelpful, repeatedly prompting me to sign up for an account, which I already have. Contacting Shopify to report a scam seller has proven incredibly difficult.


Also why is the files attached only in .CSV and not .JPEG or .PNG? Very strange. 

Reply 1 (1)

Shopify Staff
1938 258 228

Hi @Tybowers,


I definitely understand where you're coming from regarding an order that you placed online and would be happy to share some insight on how we can help. 


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. If you're unable to complete an AUP Form or get in touch with the shop directly, I'd encourage you to contact your bank and/or credit card provider for steps on how to proceed. 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. 


We do however, have this form available if you believe a store is operating in violation of our Acceptable Use Policy (AUP). This will allow us to investigate any potential fraudulent activity and take the necessary actions. 


Please let me know if you have any other concerns. 

Blair | Shopify 
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