Retrofix Games review for Kangaroo: Loyalty and Rewards

Something happened that disabled Shopify purchases from rewarding points to my customers. They were able to fix it, but couldn't tell me: A) When it happened. B) How many customers and transaction were affected. C) The timeframe this occured in. D) Why it even happened to begin with, or if it could happen again. Their communication is vague, unhelpful, and did nothing to aid me or my customers in repairing the damage.