Update to Our Situation with PDMX Jeans: Locked Out of Our Shopify Account

[PDMXJeans]

We are reaching out to the Shopify Community to share the critical situation we are currently facing with our business, PDMX Jeans, which operates out of Mexico. Below is an explanation of how our business is structured and the issues we are experiencing:

About PDMX Jeans and Our Structure in Mexico

• Business Name: PDMX Jeans, operating under the registered website https://pantalonesdemezclilla.mx/.
• Legal Structure: Registered as a Persona Física con Actividad Empresarial 
• Regulatory Compliance: We comply with all Mexican tax authority regulations (SAT, Servicio de Administración Tributaria), and our operations are tied to verified payment processors such as Aplazo Pay and Kueski Pay.
• Business Operations: We run ads through Facebook Business Manager to drive sales and consistently report revenue to SAT under the above RFC.
• Customer Base: Our store generates significant sales volume, and we handle daily customer inquiries, returns, and logistics through our Shopify account.

The Current Situation: Locked Out of Our Account

Since Friday morning, we have been completely locked out of our Shopify account. Despite reaching out to Shopify support immediately, we have not been able to gain access to manage any aspect of our business. Here’s what we are facing:

• Customer Disruptions:

  • We cannot process or deliver customer orders.
  • We are unable to communicate with upset customers to resolve their issues or handle returns.

• Operational Standstill:

  • Critical data, including customer contact information, order history, and operational content, is completely inaccessible.
  • Automated processes, like payments and order confirmations, are running without our oversight, leaving us powerless to ensure accuracy.

• Impact on Business Reputation:

  • Customer frustrations are mounting, as we cannot meet their expectations or provide updates.
  • Social media platforms like WhatsApp and Facebook, where customers are voicing complaints, further amplify the damage to our reputation.

• Store Status:

  • Thankfully, our store is still live and operational: https://pantalonesdemezclilla.mx/.
  • However, can we manage it? NO. Absolutely nothing.

Shopify Support Response

We immediately alerted Shopify to the issue, and while their staff repeatedly say, “We are here to help you, and we take this issue seriously,” no action has been taken to resolve the issue over the weekend.

We understand that account security and investigations take time. However, as a platform hosting businesses that generate significant revenue, it is unacceptable to leave a business in limbo with no resolution or updates for days.

The Stakes for PDMX Jeans

• We are literally watching our business fall apart before our eyes.
• Without access to our account, we cannot serve our customers, manage returns, or even retrieve the content and data we own.
• Shopify’s inaction risks not just financial losses but also the collapse of a legitimate Mexican business that depends entirely on this platform.

What We Need from Shopify

• Immediate resolution to restore our account access.
• If access cannot be restored promptly, we need the ability to download all data tied to our store, including customer information, order details, and content, so we can take steps to salvage our business elsewhere.

We hope this message underscores the urgency and gravity of our situation. PDMX Jeans is not just a business; it is our livelihood. We urge Shopify to prioritize this matter and provide meaningful assistance without further delay.

Thank you for taking the time to read and understand our predicament. We welcome any advice or insights from the community on how to expedite this process.