Hi, @akshu7339 and @Renita1 .
Thanks for posting in our Community Forums.
For context, Shopify is an ecommerce company that many businesses use to create their online store. We don’t run or manage the businesses themselves, which means that we don’t deal with the business’ orders and transactions on our end. Because of this, typically buyers will need to speak with the store directly for any issues regarding their order.
In saying this, I can absolutely empathize with your experiences. I know how disappointing it is when a store doesn’t fulfil their end of the bargain and aren’t responsive to the messages you’ve sent. While we can’t confirm or deny if a store is utilizing our platform, normally if a store is still active and accessible to the public we’d recommend that buyers report the store via the Help Center link that @Sheesh_b shared in this thread. From there, our internal team will investigate the store and take actions, where necessary.
Due to security and privacy reasons however, our team aren’t able to provide buyers with the outcome of our investigation. So if you’re looking for a solution to potentially help in retrieving your funds, your best way forward is to contact your bank or card provider. This is because most banks have built-in security measures to protect you as a buyer, and they will be able to provide you with the appropriate next steps. More information about this can be found in this guide.
I appreciate you for bringing this matter to our attention, but from here, please contact your bank or card provider so that they can further assist.
For future online purchases, I highly recommend that you go through this guide, where we cover a few key things to look out for to determine if an online store is trustworthy.