We received a chargeback for the order, and the ElecKey license was suspended.

This happens when the credit card owner disputes the charge and insists that he/she never placed the order.
Please note that MyCommerce/Share-it handles the order processing on behalf of Sciensoft. Therefore, the charge will appear on your credit card statement with MyCommerce/Share-it.
As of now, your ElecKey license is suspended. Please reply to us in order to resolve the outstanding payment. Then, we can activate your suspended ElecKey license again.