We have a serious issue that is affecting our store's integrity, customer loyalty, and customer experience. If anyone has any advice on this, we would really appreciate it. It's driving us crazy and causing a lot of problems for our online store identity. This is the email I sent to Square Support recently:
Subject: Urgent Complaint: Inappropriate Pop-Up Ads Displayed on Our Square Online Store
Dear Square Support Team,
We are writing to report a serious and deeply concerning incident that occurred on our Square Online Store, located at 1122CreativeDesign.com.
Two of our long-standing customers contacted us today to report that graphic pornographic pop-up ads appeared while visiting our online store. These ads were explicit, invasive, and entirely inappropriate, appearing directly in front of our store content. This is unacceptable for any business, but especially for a brand like ours that serves professional crafters, artists, and families.
We have already contacted Goaffpro, the affiliate marketing app we currently use, to investigate whether their integration could be responsible. They have denied any involvement. However, since Square hosts our online store and provides the primary framework for all embedded scripts and third-party integrations, we are formally requesting that your technical and security teams immediately investigate this issue.
Specifically, we need Square to:
Conduct a full security audit of our store and confirm whether any malicious scripts, injected code, or compromised third-party connections are responsible for the ads.
Review all current integrations on our site to determine if there are vulnerabilities in how external apps (like Goaffpro) interact with Square’s platform.
Provide an official explanation and assurance that Square’s online store infrastructure is secure and that this type of inappropriate advertising will not occur again.
We take this issue extremely seriously. It damages not only our reputation but also the trust our customers place in us — trust that we have built carefully over years.
If this problem is not identified and resolved promptly, we will have no choice but to reconsider maintaining our store with Square and explore alternative e-commerce platforms that can guarantee a safer, ad-free shopping experience for our customers.
Should this matter remain unresolved, we will also be escalating our complaint to Square’s Trust & Safety Department and, if necessary, filing formal reports with consumer protection agencies and online commerce watchdogs to ensure this type of issue receives the attention it warrants.
Please treat this matter as urgent and escalate it to your technical security division for immediate review. We expect a prompt and detailed response outlining the actions being taken to investigate and prevent this issue from recurring.
Sincerely,
Richard & Linda Smith
Owners, 11:22 Creative Design
Richard W. Smith
