I am desperate for help, our store went down last Thursday and in 8 days all I have been told that o have to pay back $1400 which my bank charged back on my request due to a fraudulent transaction done by an App on my store. I provided evidence of what happens along with the emails containing my conversations with Shopify support from the time the store was hacked and also my communication with the app developer support.
Since then I haven’t heard back, this is beyond ridiculous. I have tried multiple ways to get an answer but all in vain, can someone please tell me what is happening. Please don’t days it’s being reviews as that’s what I am hearing for last 8 days.
please tell me what do I need to do to get my store back?
I understand the importance of getting your store back up and running as soon as possible.
It sounds like you already have a ticket with Shopify Support—if that’s the case, no further action is required from you at this time. You will receive an email as soon as there’s an update.
To clarify, those of us answering questions on the Shopify Community Forums cannot access your tickets or account information for security reasons. Account-specific questions need to be handled securely through the Shopify Help Center. If you already have a ticket, please keep an eye on that ticket for a reply. Thank you.
I am only writing it here because I am not getting any update. 9 days and counting today. The support team just keeps saying that it’s been looked into. The Risk Analyst hasn’t responded with an update which is the most frustrating part. I proposed a solution today and once again there is no response. It is beyond a joke and lack of clarity is sickening.
I hope @Shopify_77 support gets there act together. You are hurting a small business.