I literally have spent 1.5 hours with someone on the chat who has given me canned responses and assured me some team is looking into my issue but refuses to give me any timeframe for when I will get an answer, refuses to get anyone to call me, refuses to escalate to a Supervisor and keeps saying my feedback is appreciated. I am about to look into leaving Shopify because of this. Has anyone else had this experience?
I don’t think in my entire 37 years on this planet I have ever asked the question “can i speak to your supervisor”, so can’t relate. What is the issue at hand?
Uh okay is that really helpful to note. Why not? If someone can’t help you you just give up? My issue is I received a hateful email and then an order came in right after with a similar email address and I wanted their help to see if they could identify the IP address on the email as it came in through Shopify.
Giving up and allowing someone space to figure out an issue is two completely different things.
Very easy question to answer though. No, you can not figure out someone’s IP from their email address. What you will end up seeing is the IP of Google, Yahoo, or whatever service they use for emailing. So there is no way to match up the order with the email. Most of this is for safety reasons to protect our data.
What did Shopify support tell you?
Also if it looks like a phony email what I typically do is just throw it into Google and do a general search to see if any accounts are associated with it. You can go to:
https://www.truepeoplesearch.com/
You can search for a person by name and city/state. Sometimes they will have emails listed for the person. You can see if the email matches.
They said they were going to have another team investigate and get back to me, but couldn’t say when and kept telling me general things like here’s how to get an IP address through gmail, but that just gives you Shopify’s IP address.
Yes I did all the things I could think of before emailing them including a thorough Google search, but the email did not come up and has no indication of the person’s name. It was sent through an icloud account.
They aren’t going to know. Supervisor wont know either they probably just opened a ticket with the tech team and are waiting for a response. You have some tech questions you can always come straight to me or ask on here as there are far more technically inclined people hanging out here on this thread. I am just a volunteer on here but always here to help. I know hearing that you can’t get their information from the IP is a bummer but that at least is a quick response so you don’t have to spend your time waiting and frustrated as I imagine the angry email you received from the customer only escalated your anger.
It wasn’t an angry email it was a threatening email and while I appreciate the feedback I think Shopify should be able to help when there is a security issue. And you are right if they can’t it should not take 1.5 hours to find that out that they can’t do anything. They just kept saying we are looking into it and they are investigating. But I think with a service I am paying for monthly they should be able to provide some basic support features including someone you can talk to by phone which they have had historically.
Thanks for your offer to answer future questions.