Website being tampered with

Product Development & Sourcing
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1

where do i start???

launched my store a few months ago looking to dropship using this platform and go full time, after hours and hours of product research and finding the a third party to not only create a website product page but to import it aswell. things are looking as to how i want it so far. However last saturday i went on my website and noticed the layout had been tampered with, the fonts in bold where im asking the viewing public pain point questions of my product were all made little instead of a large bold font emphasizing on the pain points. It was not something i could ignore so i questioned this to shopify support and they were blaming the third party that i used to import it. I spoke to the 3rd party and theys said they just import thats it. I was thinking im gonna be going back and forth here and no one is taking ownership here then after two days of frustration my store was back to normal as to how it was originally so obviously shopify made the error. However whilst sorting out their mistake someone from their department decided to make every question on my product page (FAQ) that i have individually catered for each product to help answer any customer doubts the same for every product. So whilst youre looking at a lovely pet bed youre then reading FAQs about a hoodie for a human, infact whatever listing you go on my websote youre gonna be reading FAQs about a hoodie for a human. So i now questioned this and i was told someone will look into it and get it amended within 72 hours.

So i have to wait 3 days for this to be amended for something i didnt do. Then i get a response from the silly escalations team saying i added the FAQs wrong so when i added a FAQ for a product it automatically edits the same for the other products in the background LOL. Thats strange because when i was looking at my website to makesure its ready for its launch on the 13th January all the product descriptions were fine and individually spot on so customer support decided to lie to me. After repeating my need to get this sorted with shopify customer support hoping id speak to an agent that knows whats going on and gets to the bottom of it but i get the same old message WE ARE WORKING ON IT WE ARE WORKING ON IT. working on what??? no one is helping with anything and its been over a week now and i cant do anything.

Then when i went to go to the theme customisation i noticed that my menus along my the top of my website (contact, about us etc) had disappeared but showing on shopifys supports as they sent me a video. i thought it was my lap top but its the same on all devices.

i paid for marketing last saturday ready to launch for monday 13th now thats gone out of the window and im paying monthly for a website that i dont like and cant change. what gives them the right to edit my website without my consent? since they stopped giving out the phone number where you could speak to an agent the support has been terrible. im absolutely devastated as this was my sole income but i cant trust shopify. whose not to say some nosey idiot is going to tamper with my website again. just one thing after another and im drained

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Hi @ompee1978

Welcome to the community and sorry to hear about your bad experience. Some people did share a bad experience with support and I think in a lot of cases you could have gotten better advice here from experienced members. There are some so-called “experts” here that just want to take advantage but that is another subject.

Now for your issues, please share some links to the exact pages with issues. But let me try to address each one:

  • Bold pain points: this depends on how this is styled with CSS and are those points are imported with products. It could be that some products have their own embedded styles that override yours.
  • For the FAQ for each product, it depends also how you have added that. Did you use a product metafield, maybe metaobjects? To me, it sounds like a “silly escalation team” could be right. As that FAQ section is most likely a separate section on your product page and you probably have just one product template it then shows for all products. If you have a lot of products then it is hard to create a separate product template for each one. But you can for example create a few: one for hoodies, one for T-shirts and one for trousers for example. Then assign templates to appropriate products.
  • For the menu: it should be easy to assign a menu in the theme editor or even create a new one from scratch

But the main problem is that support changes something without you knowing. I do not think it is a good practice and they should inform you first what changes they plan to make so you can approve. They might have too many tickets and too little time to focus but still not an excuse.

Now if you do not like the website, I do not think these 3 issues are that big the whole site is a problem. You could share your site and ask for feedback here. And do a research yourself also. There are hundreds of topics with “no sales” titles, and people start dropshipping, and setting the base website with a free theme may not be enough. And there are a lot of good tips from people that repeat in every topic, tips you can apply on your own to your store that will improve it bit by bit. A lot of people spend a lot of money on advertising before getting feedback that could help them get more customers and convert more.

Running a store is a tough job, there is always some work and some issues. But I think most of them repeat and get shared here with some solution.

And I get you are drained from that but that is one job for the community, to help out. So share your website, exact issues, and let us see what we can fix.