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You dont have any solid proof that ever had assets on altilly but you want a refund? Not even one deposit confirmation email?

Blockchain has proof that even you or the scammer can't change anything. If the funds are successfully sent to your hot wallet, then it is proof and you can't deny it. Very strange, I've never even seen a reputable exchange use this method.
The recovery method you requested is a waste of time for the real owner of the funds. Even people new to crypto know that blockchain verification is more credible than screenshots. Does your team not have competent resources to analyze blockchain transactions?

If you insist on generalizing claim terms like that, your problems will never go away at least refunding the user who can sign the address.

Blockchain does not provide proof that you own the address it was sent to. I will try to get more details on the signatures. I myself am not a blockchain guru.
I am a customer service manager.

Well, if you are not competent in this matter, then why are you doing this? Invite someone who understands this, if any. Only it seems to me that your entire so-called team consists of 2 people - you Charles and Nayiem. Well, the rest are secondary representatives (admins, moderators, etc.), who do not play any role.

After the hack occured most of the rest of the team moved on. Myself and nayiem are doing the best we can to refund users any way we can.
We do have a plan and it is in progress.