lost … how?
disenchanted or vendored items can be restored via self-help.
there’s nothing wrong with asking players about this.
while they may not be able to restore access to the account, they can still provide some solid information regarding account security, and the steps to take before recovering an account while they wait for their ticket response… so it doesn’t get hacked again.
that’s just bad luck.
GMs can’t do anything about that.
not preventing the person from playing the game.
logs are still going to be there.
a lot of what people think are scams, are just people participating in unsupported transactions… which again, a GM can’t help with.