Actions that you can take if you haven't received an order
In the event that you haven't received an order or suspect fraudulent activity from a store that you've purchased from, take any of the following steps that apply to your order to resolve the issue.
On this page
Contact the online store that you purchased from
If you're having issues with an order, then start by contacting the store you purchased from and the carrier delivering your order. Refer to Reporting an order issue and getting help for step-by-step instructions on contacting the store and the carrier.
Contact your bank or payment provider
If you've contacted the store that you've purchased from, and the store is unresponsive, or you suspect fraudulent activity, then contact your bank or the payment provider that you placed your order with. Your bank or payment provider can help you dispute a transaction.
After you dispute a transaction, Shopify receives a notification, which can then be used for Shopify to investigate the store that you've purchased from.
Dispute a Shop Pay Installments order with Affirm
Shop Pay Installments is powered by Affirm, who can assist in situations where a store doesn't fulfill its obligations. If you made your purchase using Shop Pay Installments as a payment method, and the Shop store is unresponsive, then follow the steps to dispute a purchase through Affirm's website.
Report an issue with an order
Reporting an issue with an order helps Shopify investigate and take appropriate action against fraudulent activity. After you report an issue with an order, you're contacted only if Shopify requires further information about the issue.