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I didn't receive my order from [name of store] that is running your software
Question
I purchased something from an online store running CactuShop software but I didn't get it. I have followed up with the site in question but they won't respond or I'm not happy with their response. Now I'm holding you responsible because they're running your software.
Answer
On occasions we are approached by customers who purchased items from stores running our software and are unhappy with that vendor. Given the thousands of CactuShop-powered stores, it would be surprising if this was not the case.
Our business is providing shopping cart software and some associated products and services through our web site. We do not operate any online stores, neither are we partners in any store that might run our software. We are simply a supplier to them, and that is as far as the relationship goes.
Being a software supplier does not indicate an endorsement of their business, neither does it give us an obligation to act as an arbitrator in customer disputes with that store.
Any sites running CactuShop software are also running Microsoft's operating system, web server, and quite possibly their database software too. It is no more reasonable to hold us to account for customer service problems you might experience than it is to hold Bill Gates responsible.
If you have dealt with any business, online or otherwise, and feel that you have not received what you have paid for, then you should take the matter up with that business directly. If you are not satisfied or do not get a response, you should discuss the matter with your credit card company and possibly trading standards officers.