What to do when your ecommerce account gets hacked?

kcvsaguaro
Excursionist
14 0 5

My account has been hacked and the bank account receiving my payouts has been changed. I did not make this change and was not notified by Shopify that any such change was made. Now I am missing over $30,000. I have contacted Shopify help and they are "investigating" it. This loss could put me out of business. Shopify help person only said their is a "possibility" that I will be given these payouts back to my account. Does anyone have any experience with this? I am worried sick. HELP!!!

Replies 27 (27)

Daniel
Shopify Staff (Retired)
1122 78 173

Hi, @kcvsaguaro,

 

Reaching out to our Support Team and informing them of this situation was the best course of action for this. I know that you are worried and want to know more information regarding this matter. As soon as the team has an update on the investigation, you will receive a follow up email on your existing ticket. 

 

You are also more than welcome to reply to that thread you have with them for any other inquiries you may have or possibly other information you'd like to share with them about this situation. Responding directly to your correspondence with them is your best way to talk directly to someone who is handling this matter. 

 

Every situation is different so it is hard to provide feedback without knowing the context. I highly recommend you post any inquiries you may have to that email. They will be able to provide clear instructions on what they need from you to resolve this matter. 

 

Wishing you all the best in this!

To learn more visit the Shopify Help Center or the Community Blog.

qbcdef
Explorer
38 0 17
  • You will never get your money back. 
    they paid $50,000 to 3 different people and won’t pay it back and they don’t care. 

reedrobert1
Visitor
2 0 0

Did you ever receive satisfaction from Shopify?  If so, how did you gain it?

Daniel
Shopify Staff (Retired)
1122 78 173

Hi there, @reedrobert1

 

Welcome to the Community! Definitely a great place to gather some input regarding anything about the platform!

 

When you mention satisfaction about Shopify, are you able to expound further as to what you mean? The more information we can gather, the easier it will be to understand your inquiry so we can assist further. 

 

I am looking forward to hearing more from you. 

To learn more visit the Shopify Help Center or the Community Blog.

qbcdef
Explorer
38 0 17

My sales for a month and a half were paid to 3 random accounts. I never received any notification from Shopify that my banking info was switched 3 times. And at this time the money was paid to the bank account that was switched to. Shopify didn’t feel like it was their responsibility to pay me back. Even though they are  the biggest company in Canada , public and have insurance. 13 billion in assists and they just rather let a small business collapse rather than taking responsibility for their system being hacked. It’s happened to over 15 people that I know already. And so many others I’m sure I still don’t know about. 

reedrobert1
Visitor
2 0 0

Thank you for your reply. Please let me know the approximate time period in which all of your hacks took place. If you want to correspond directly, please let me know and I will send you my email address.

Daniel
Shopify Staff (Retired)
1122 78 173

Thanks for that added information, Reed however, are you able to add more context about the hacks you are referring to?

 

Also, if you want the conversation to be more direct, feel free to reach out to our live support team for further assistance on this matter.

 

By communicating with them, you can create a direct ticket which will be your direct point of contact with our internal teams who can open up backend information and investigate further as well.

To learn more visit the Shopify Help Center or the Community Blog.

kcvsaguaro
Excursionist
14 0 5

With all due respect Daniel, we are wasting our time reporting anything to big brother Shopify. They take our money hand over fists but we are SOL when it comes to a system failure on their end. Shopify should be ashamed. The hardship that Shopify caused my

family and countless others WILL come

to light soon enough and it’s going

to be ugly. 

lapierrenicole
Visitor
1 0 0

Hi Daniel, I just received notification that my Shopify account was accessed by a browser in Toronto (see attached screenshots), it changed my payout bank account, but I was able to catch it within minutes, and change my password and also change my bank account back to mine (Digital Commerce Bank is not my bank account). Is there anything else I should be doing? I have a current balance in there and fear that it may be sent to the hacker bank account even though I have changed it back.Screen Shot 2023-03-12 at 10.27.47 PM.pngScreen Shot 2023-03-12 at 10.54.34 PM.png

Daniel
Shopify Staff (Retired)
1122 78 173

Thanks for the added information, Nicole. 

 

I definitely recommend adding more precautions on your end such as two-factor authentication. 

Two-step authentication provides extra security in case anyone other than you attempts to log in to your Shopify admin using your account. When you attempt to log in, you need to complete two separate steps:

 

  1. Enter your account credentials, which are your email address and your password.
  2. Authenticate your attempt to log in using a mobile device or a security key.

 

Two-step authentication makes it much more difficult for an unauthorized person to access your account. Even if someone else learns your password, they won't be able to log in without the second step.

 

I also recommend reaching out to our live support team to inform them of this incident to see if they can dig deeper into your account for any other changes that may have occured. 

To learn more visit the Shopify Help Center or the Community Blog.

MortenLund
Tourist
3 0 3

Reaching out to your live  support??? But your live support sucks? I have reached out to you the last 4 days and I havent got a decent reply yet? I ham having the same issue as this guy has.
Me and my team are just so lucky that we havent lost that much money as this guy. I really feel sad for him.
We're never gonna get our money back either and you just dont care... you just keep replying that we have to go to your useless livesupport..

Apexoffroad
Tourist
6 0 3

Ended up losing about $13k and this was my first year in business. Shopify is a joke. All the fees and everything we pay and they can give 2 shi#s about thier customers. I will tell you chalk it up as a loss and move on. That is what shopify is going to tell you after jumping through all their hoops. 

kcvsaguaro
Excursionist
14 0 5

October-November 2021. 

kcvsaguaro
Excursionist
14 0 5

Holiball (shark tank business with Mark

Cuban as a partner) had this happen. They lost millions. Shopify did nothing. 

Apexoffroad
Tourist
6 0 3

Wow! This is out of control and we need to find out how many others have been scammed. 

kcvsaguaro
Excursionist
14 0 5

I feel like it is pretty common. A lot more common than Shopify would prefer for people to know. Instead of warn it’s merchants of what has happened to other merchants, they choose to scrub the internet of any info about such things. Pretty sure the one business that actually had business insider do an article about it has been paid off because I couldn’t get them to speak with me whatsoever. I tried and tried. And tried the reporter. Nothing. 

Apexoffroad
Tourist
6 0 3

I am in on spreading the word and going with a class action lawsuit or something. They were able to reverse some of the transactions except for the biggest ones which ended up being $7k. Convenient if you ask me. Yall can reach me at anthony@apexoff-road.com My company is apexoff-road.com 

qbcdef
Explorer
38 0 17

Never received my money Bach 

Apexoffroad
Tourist
6 0 3

Same has happened to me and lost about $10k. I am waiting on shopify to see what gets reversed or if I get my money back or I will be taking legal action against shopify. 

qbcdef
Explorer
38 0 17
Don’t waste your time. They never did anything. It happens to so many people. At this point I’m going to try to see if I can get New York Times or a business newspaper and see if they will write another article. Or maybe linke
Apexoffroad
Tourist
6 0 3

Yeah they keep pointing to me like it is my fault, Saying my PC was hacked or my email or malware...Then they said the no email notification is because my email provider which is outlook did not let the email come though and to contact them. I will not just let this slide and I am willing to pay up to 50k to make sure I get my money back and shopify is held accountable. 

kcvsaguaro
Excursionist
14 0 5

Please let me know what you find out. I lost 30k in monetary orders and countless in the time spent going round and round and products shipped/paid for

by us that we were not paid for obviously. There’s no telling how much we truly lost there… it has been a year and I never received a dime back. 

RRSD
Visitor
2 0 1

My company had similar experience with Shopify in 2019 where we lost thousands of dollars. Our Shopify account was hacked and our bank account info was changed.  They used stolen credit cards to purchase items at a volume far above our normal average order price - $750 per order instead of $45 per order.  We didn't receive a notification from Shopify but rather my staff noticed the irregularity.  When I called Shopify, they told me to change the bank account number which actually hurt me because when the credit cards did the chargeback it took it from my account not the fraudulent account.  When I called the bank of the fraudulent account I was told Shopify had to contact them. Shopify would not help.  I tried to appeal this with Visa and Mastercard but I had to go through Shopify.  Again, Shopify would not help.   I finally changed the cc processing company from ShopPay to Authorize.net.  My store is now at a disadvantage because we don't have access to all the perks of using ShopPay but to this day they will not help with this matter.  Since 2019, security of the Shopify stores has not improved and their willingness to protect and help their customers has not changed either.  If anyone has advice on how to handle this situation, I'd appreciate it.

kcvsaguaro
Excursionist
14 0 5

Sounds like a class action lawsuit to me…

kcvsaguaro
Excursionist
14 0 5

When it happened to us, they reversed it but it failed because these hackers move the money immediately to another account. Mine was moved into bitcoin and is gone. Makes me so mad. I wasn’t even able to press charges. 

andrebennatan
Visitor
1 0 1

same thing here. account payout is changed without my approval. to a phony bank account #. lost tons of money before i realize it. and shopify refuses to rectify. 

i put the correct bank account # .

and guess what: same hacking same phony bank account # and shopify lets this happen again. how is this possible? 

They are horrible

 

Apexoffroad
Tourist
6 0 3

You are not along and I contacted this lady in this article and she said she never got her money back. In the end I lost $7k. 

 

https://www.businessinsider.com/shopify-seller-lost-55000-dollars-after-account-was-hacked-2021-3