We had to cancel our credit card because it was compromised which got our site taken down. But since then I talked to support and paid back the charge owed with a new credit card. But now they are ignoring me and my company has been losing money because the site is still not up. What can I do? This is very frustrating.
selbyhardware.com is our website
Contact Shopify support again: If you haven’t already, try reaching out to Shopify support again and explain the situation. Provide any relevant details such as the order number and payment confirmation of the charge you made with the new credit card. Be polite but firm in your request for them to resolve the issue and get your site back up and running.
Follow up regularly: If you don’t receive a response within a reasonable timeframe (e.g. 24-48 hours), follow up with Shopify again. Be persistent in your efforts to get your site back online and keep track of all communication with Shopify.
Check your email spam folder: Sometimes email communication from Shopify can get filtered into your spam folder. Be sure to check there to ensure you haven’t missed any important updates or information from Shopify.
Escalate the issue: If you’re not getting a satisfactory response from Shopify support, try escalating the issue to a higher level of support. You can try contacting the support manager or customer service team leader, or requesting to speak with someone in billing or technical support.
Thanks I did all these. It is considered escalated already. But no one is responding as if they don’t care about us paying customers.
To Whom it may concern,
I am reaching out to you since as of this morning our website is still deactivated.
I have been corresponding with Gregory from Risk Team. Monday our Amex
was compromised and the monthly payment was refused. I immediately contacted Shopify.
to reflect the new American express card. I only hear from Gregory once a day and that’s
around 4am. He sent me two links to update our credit card and both of them dind’t work.
Yesterday morning 3:59 he finally sent the correct link which I was able to pay $130.64
5:30a.m. As of this morning our website is still down.
We have lost so much business for 5 days. We have 800 customers that rely on our website.
Harley Finkelstein, your President spoked on CNBC yesterday of how great ecommerce is.
I have been a CFO for over 30 years and have not experienced this. Truly appalling. I hope you can resolve this immediately.
From: Marissa Mayid
Sent: Friday, May 5, 2023 8:36 AM
To: Recovery
Subject: RE: Website still down since Monday ticket number is 38215947
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[cid:image002.jpg@01D97F2C.A0D989C0]
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Best Regards,
Marissa Mayid
Chief Financial Officer
Selby Furniture Hardware Co. Inc.
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321 Rider Avenue
Bronx, NY 10451
Tel 718-993-3700
Fax 718 993-3143
“ In business since 1949 “
WEBSITE: WWW.SELBYHARDWARE.COM<>
From: Recovery >
Sent: Friday, May 5, 2023 8:11 AM
To: Marissa Mayid >
Subject: Re: Website still down since Monday
Hi marissa,
Thanks for contacting Shopify Support! A support ticket has been created and one of our team members will review it soon.
Our Shopify Help Center<> is an excellent source on everything Shopify, where you’ll find tons of information on setting up your store and ways to sell. We also have a YouTube channel<> with lots of great video tutorials, as well as the Shopify Community discussion forums.<>
Your ticket number is 38215947.
If you’d like to add any more information to your ticket, please reply to this email and you’ll hear from us soon!
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© Shopify, 151 O’Connor Street, Ground Floor Ottawa Ontario K2P 2L8
[85EK9D-QL2L0]
To Whom it may concern,
I am reaching out to Gregory from Risk team since Monday morning. Our website is still deactivated.5 days later.
I have been corresponding with Gregory from Risk Team. Monday our Amex
was compromised and the monthly payment was refused. I immediately contacted Shopify.
to reflect the new American express card. I only hear from Gregory once a day and that’s
around 4am. He sent me two links to update our credit card and both of them dind’t work.
Yesterday morning 3:59 he finally sent the correct link which I was able to pay $130.64
5:30a.m. As of this morning our website is still down.
We have lost so much business for 5 days. We have 800 customers that rely on our website.
Harley Finkelstein, your President spoked on CNBC yesterday of how great ecommerce is.
I have been a CFO for over 30 years and have not experienced this. Truly appalling. I hope you can resolve this immediately.
My post finally got the attention of support after hearing nothing for days. They finally activated our site even though we gave our credit card and paid the bill on Monday and didn’t respond until Friday.
