Americanas extends deadline for product exchange after hacker attack

The Americanas group – owner of the Americanas.com website and app, which faced four consecutive days of hacker attacks, between February 19 and 23 – reported this Thursday (24) that it will extend the opening hours for the public, as well as the period for exchange and technical assistance of products.

The company had been the target of complaints on social media since Saturday (19), when Americanas.com went offline and consumers were unable to access product tracking, did not receive confirmation of purchases they had just made, nor could they enter. contact the company’s call centers, as pointed out by a report by the sheet.

Other sites of the group –Submarino, Shoptime and Sou Barato– were also targeted by the attack. Of these three, only Submarino returned to the air on the 23rd, along with Americanas.com. Until the night of this Thursday (24), Shoptime and Sou Barato remained inoperative.

“With the gradual re-establishment of e-commerce environments, Americanas’ service channels were normalized, after being offline due to the security incident in which the company was a victim. To minimize any damage to the customer, Americanas expanded its customer service policy until all open orders for this period have been completed,” the company said in a statement.

“Complaints for delays or occurrences related to the delivery flow will be dealt with in priority and answered within two business days”, promises the retailer.​

Online and voice service, which takes place from Monday to Friday, from 8 am to 8 pm, will be extended to Saturday at the same time, and on Sunday, from 8 am to 2 pm. My Account channels must be used on websites and applications, and on telephones 4003-4848 (Americanas), 4003-9898 (Shoptime), 4003-5544 (Submarino).

The repentance period will be extended from the current 7 to 15 days from the date of delivery of the products to the customer. The time for exchange and return for manufacturing defect will be extended from the current 30 to 45 days with the service guarantee, even in case of refusal from the manufacturer or importer, according to the retailer.

The legal guarantee period will be extended from the current 90 days to 105 days.

“All conditions are valid both for orders sold and delivered by the brands of Americanas SA (Americanas, Submarino, Shoptime and Soub!), as well as for those of partners connected to the e-commerce platform”, says the statement.

Profit doubles and company calls on ‘world experts’ in security

The retail group released on Thursday (24) the results for the fourth quarter of 2021. In the period, the company recorded a net profit of R$ 490 million, up 20.5% over the same period of the previous year. Net revenue advanced 21.7% to R$9.09 billion.

In 2021, the company’s net revenue reached BRL 27.5 billion, up 28.3% year-on-year, while profit more than doubled in the period (up 132%), to BRL 731 million.

In 2021, GMV Digital (gross volume of goods sold on the internet, including sales from partners and other revenues, after returns and adding taxes) reached BRL 42.2 billion, a growth of
43.6% compared to the previous year.

In the presentation of results, the company mentions having been the victim of a “security incident”, which forced it to take its websites offline.

“To add forces to our internal team and to the security partner companies, in the resolution and
investigation of this incident, we called in experts worldwide recognized and with
experience in situations like this”, says the text.

“On Wednesday (23/02), we started to gradually re-establish our e-commerce environments,
always observing the proper security protocols. However, for the complete investigation and
understanding of the incident, the investigation is expected to continue over the next few weeks. There is not
evidence of other damages, other than the fact that we took our e-commerce operations
suspended”, reported Americanas.