Reporting an order issue and getting help
If there's an issue with an order that you're tracking in Shop, then how you can get help depends on what's happening with your order. For most issues, you start by contacting the store. Use the following situations to choose the right path, including the steps to take and what to expect next.
On this page
Contact the store that you purchased from
The store that you purchased from handles order questions, changes, refunds, and returns. For most order issues, start by messaging the store directly from the Shop app.
Steps:
From the Shop app, go to the
tab.Tap the order that you need help with.
Tap Contact [Store Name].
Choose your preferred contact method, such as email or a social media platform.
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, and then wait for the carrier or store to respond with delivery details or next steps.
Steps:
From the Shop app, go to the
tab.Tap the order that hasn't arrived.
Review the tracking status on the order page.
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.
If you can't reach the carrier or your tracking hasn't updated, then contact the store to message them directly.
If more than 30 days have passed from when you placed your order and you don't receive a response from the carrier or store, then you can report an issue with your order so that it 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.
To get tracking details, contact the store and ask them to share the tracking information, and then wait for them to respond. If more than 30 days have passed from when you placed your order and you don't receive a response, then you can report an issue with your order.
Issue with a product
If your order arrived but the product is damaged, incorrect, has missing items, or isn't as described, then contact the store first. The store decides on refunds, replacements, and exchanges, and responds with a resolution or next steps, such as a refund, replacement, or instructions for a return. When you message the store, include your order number, a description of the issue, and photos if possible. You can also reply to the order confirmation email that the store sent you.
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.
Report an issue with an order
If you can't reach the store and more than 30 days have passed from when you placed your order, then you can report an order issue to Shop.
Steps:
From the Shop app, go to the
tab.Tap the order that you have an issue with.
Tap
> Report an issue with this order.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 the Start a return option is displayed on the order page. For full instructions, including in-app returns by mail and in-store, refer to Managing returns in the Shop app. If in-app returns aren't available, then contact the store to request a return or refund directly.
Suspected fraud
If you didn't place an order, you don't recognize the store, or you suspect fraud, then report the store. If an order that you don't recognize is displayed in the Shop app, then refer to Report incorrect order information. For tips on reviewing a store before you buy, refer to Shopping with confidence on Shop.
To report a store that you believe is engaging in scams or fraudulent activity, complete the Fraud report form. Reporting suspicious activity helps Shopify investigate and take appropriate action to protect Shop customers from fraud. After you report an issue, you're contacted only if more information is needed.
Dispute a transaction
If you've contacted the store and it's unresponsive, or you suspect fraudulent activity, then contact your bank or the payment provider that you paid with. Your bank or payment provider can help you dispute a transaction. After you dispute a transaction, Shopify is notified and can then investigate the store that you purchased from.
Dispute a Shop Pay Installments order
If you paid with Shop Pay Installments, which is powered by Affirm, and the store is unresponsive, then follow the steps to dispute a purchase through Affirm's website.
Report a store for misleading or inappropriate content
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:
- In the Shop app, on the Shop store page, tap >
Report. - 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
- Tap Next.
- If prompted, select a more specific reason and optionally add details in the Tell us more text box.
- Tap Report.
After you submit the report, 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 these paths 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 the following topics:
- Questions about using the Shop app, Shop website, and features such as Shop Cash, Shop offers, Shop Pay, Shop Pay Installments, and Shop Promise
- Technical support
- Reporting a bug or issue with the Shop app
- Suggesting an improvement to the Shop app
For questions about a specific order, product, shipping, return, or refund, use one of the paths on this page to contact the store or carrier directly. The Shop support team can't access those details.