Unexpected downtime of my webshop

[makchrisjpf]

We have been operating on Shopify for the past two years, during which we ensured that all business information and documentation were valid and verified by Shopify. However, our website has now been taken offline without prior notice or any form of communication.

This outage has now persisted for three days, and despite multiple attempts to seek support, we have only been informed that the matter has been escalated with no actionable updates or resolution provided.

This is a critical situation for our business, which is suffering significant harm due to the downtime. The lack of urgency in addressing this matter is extremely distressing and has left us with no choice but to consider legal action if a prompt resolution is not provided.

I urge you to expedite this matter immediately and reinstate our shop without further delay. Please provide a clear update on the status of the escalation and explain why the outage has occurred.

We have always trusted Shopify as a reliable platform, but this experience has been deeply disappointing. I hope for a swift resolution to restore our business operations

[PageFly-Richard]

Hi,

This is Richard at PageFly - Shopify Advanced Page Builder app.

This is a very serious situation, and your frustration is completely justified. A sudden, unexplained website shutdown for three days is a major disruption to any business. Let's outline a strategic approach to escalate this and get your store back online.

1. Consolidate and Document Everything:

• Timeline of Events: Create a detailed timeline of when the website went down, when you contacted support, and all subsequent interactions.
• Support Ticket Numbers: Gather all support ticket numbers and any communication you've had with Shopify.
• Screenshots and Evidence: Take screenshots of the website being offline, any error messages, and any communication you've had with Shopify.
• Business Impact: Document the financial losses and other damages caused by the downtime. If possible quantify the financial losses.
• Verification Documents: Ensure you have all your business verification documents readily available.

2. Multi-Channel Escalation:

• Email Escalation:
  • Send a formal email to Shopify support, clearly stating the urgency and the business impact of the downtime.
  • Reference all previous support ticket numbers and provide a detailed timeline of events.
  • Clearly state your demand for immediate reinstatement of your store and a detailed explanation of the outage.
  • Include a statement about considering legal action if a prompt resolution is not provided.
• Social Media Campaign:
  • Use platforms like X (formerly Twitter) to publicly address your concerns.
  • Tag @ShopifySupport and use relevant hashtags.
  • Clearly state the problem, the length of the downtime, and the lack of support.
  • Social media attention can often expedite a response.

Hoping my solution helps you solve your problem.

Best regards,

Richard | PageFly