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Reporting an order issue and getting help

If something is wrong with an order that you placed through the Shop app, then the right way to get help depends on what's happening with your order. Use the situations below to find the right path. Each path includes the steps to take and what to expect next.

On this page

Late or missing order

If your order is late or hasn't arrived, then start by checking the tracking information and contacting the shipping carrier. If you can't reach the carrier or the store, then you can report the issue to Shop after 30 days.

Steps:

  1. From the Shop app, go to the orders tab.

  2. Tap the order that hasn't arrived.

  3. Review the tracking status on the order page.

  4. To contact the shipping carrier, tap the tracking map, and then tap the message icon in the Carrier section. Choose your preferred contact method, such as phone number or carrier website.

  5. If you can't reach the carrier or your tracking hasn't updated, then tap Contact [Store Name] on the order page to message the store directly.

What happens next: The carrier or store responds with delivery details or next steps. If more than 30 days have passed from when you placed your order and neither responds, then report an issue with your order so the issue can be investigated.

Missing or delayed tracking details

If your order is marked as shipped but tracking details aren't displayed, or your order status is Waiting for details, then the store hasn't added tracking information yet. This can happen when the store marks an order as shipped without a tracking number, or ships with a carrier that the Shop app doesn't support.

Steps:

  1. From the Shop app, go to the orders tab.

  2. Tap the order with missing tracking details.

  3. Tap Contact [Store Name] to message the store and ask for tracking information.

What happens next: The store responds with tracking details or next steps. If the store doesn't respond and more than 30 days have passed from when you placed your order, then you can report an issue with your order.

Problem with the product

If your order arrived but the product is damaged, incorrect, missing items, or not as described, then contact the store first. The store decides on refunds, replacements, and exchanges.

Steps:

  1. From the Shop app, go to the orders tab.

  2. Tap the order with the issue.

  3. Tap Contact [Store Name].

  4. Choose your preferred contact method, such as email or a social media platform.

  5. Send your message with your order number and a description of the issue. If possible, include photos.

You can also reply to the order confirmation email that the store sent you.

What happens next: The store responds with a resolution, usually a refund, replacement, or instructions for a return. If more than 30 days have passed from when you placed your order and you haven't been able to reach the store, then you can report an issue with your order in the Shop app.

Report an issue with an order

Steps:

  1. From the Shop app, go to the orders tab.

  2. Tap the order that's been delivered.

  3. Tap … > Report an issue with this order.

  4. Complete the form to submit your issue.

To report an issue with an order in a web browser, complete the Issue with an order form.

After you report an issue, you're contacted only if more information is needed.

Refunds and returns

Refunds and returns are managed by the store that you purchased from. If the store supports in-app returns, then you can start one from the Shop app. Otherwise, contact the store directly to request a return or refund.

Steps:

  1. From the Shop app, go to the orders tab.

  2. Tap the order with the items that you want to return.

  3. If the Start a return option is displayed, then tap it and follow the prompts. For full instructions on in-app returns, including by mail and in-store options, refer to Managing returns in the Shop app.

  4. If Start a return isn't displayed, then tap Contact [Store Name] to request a return or refund directly from the store.

What happens next: If you started a return in the app, then you can track its status from the order page. If you contacted the store directly, then the store responds with their return process, which can vary by retailer.

Suspected fraud

If you didn't place this order, you don't recognize the store, or you suspect fraud, then refer to Identifying and reporting suspected fraud on Shop for the right steps to take.

Reporting a Shop store

If a Shop store has misleading content, inappropriate content, or otherwise violates Shop's content policies, then you can report it from the Shop app.

Steps:

  1. In the Shop app, on the Shop store page, tap … > report Report.
  2. In the Report shop dialog, select a reason:
  • Misleading: A store with misleading content or products.
  • Inappropriate content: A store with inappropriate content or products.
  • Other: Any other reason.
  1. Tap Next.
  2. If prompted, select a more specific reason and optionally add details in the Tell us more text box.
  3. Tap Report.

What happens next: After the report is submitted, you're contacted only if more information is needed. To report a specific piece of content, such as a shoppable post or video review, rather than a whole store, refer to Report content in the Shop app.

Still need help

If none of the paths above match your situation, or you're having a technical problem with the Shop app itself, then you can contact the Shop support team.

The Shop support team can help with:

For questions about a specific order, product, shipping, return, or refund, use one of the paths above to contact the store or carrier directly. The Shop support team can't access those details.