Yes it is more complicated. I did this just recently for a relative with a non-bike related purchase (I had covid-related time on my hands and was kind of interested in the process!) You might spoil your relationship with your LBS but it is worth considering.
Assuming UK of course, I would recommend ringing citizens advice, they were really helpful and talked me through every step of the process. In my case, the retailer was in denial right up until the court papers were issued at which point they decided not to defend and pay in full, including my costs.