Reviews (2,764)
The app worked really well. The customer service and responsibility taken when they had a security breach that affected ours, and many other stores, customers was unacceptable. The ONLY communication we received was 2 days after the event to say the issue was solved. Via a single email that was not even clear that we were affected till we read one line in an attachment. I would highly not recommend this application due to the lack of responsibility for their security issues that exposed our customers to malicious code.
This is CP, Co-Founder at Logbase. I understand your concern, and I'm personally sorry for the delay in the communication.
We could have told you sooner, I do want to explain what was happening in that time, though.
As soon as we became aware of the incident on 13 October, we removed the malicious code and stopped the issue. We reported it to Shopify ourselves, and they confirmed the code had been removed. Our first priority was making sure our systems were secure and our merchants were safe, so following Shopify's guidance, we also brought in an independent security firm straight away.
Once our initial investigation had confirmed the details and identified the affected stores, we sent the email to Shopify for review. As soon as they approved it, we sent it to all affected merchants. The investigation to get accurate information was the main reason for the delay. I also want to be clear that the delay in our communication was never about hiding anything. We had to follow the required steps before we could reach out. Since there were multiple stores affected we emailed the main store address for all the affected stores.
I completely understand the loss of confidence, and the reason why you uninstalled the app. We have sent you an email with more details, please check it.
Thanks
Cp
CoFounder
Logbase
