Ticket logged but no response in two weeks

New Member
3 0 0


I have had a ticket logged with the finance team (#19394458)  for 2 weeks now and have not had a response nor any communication at all.

I understand it can take time, but they said a few business days and it has been much longer than that.

Can you please check to see where it is at?

Shopify Staff
Shopify Staff
450 32 62

Hello, @SpiltMilkClubAU.

Sophia here from Shopify.

I'm sorry to hear that you've been waiting longer than anticipated for a response to your email. I appreciate you sharing the ticket number here, and I can confirm that the ticket is open and with the appropriate team for review. While email responses are typically sent within 24-72 hours, that timeframe is not a guarantee right now as there has been a large increase of support requests.

We're working hard to review requests and respond as quickly as possible, so please rest assured that you will be receiving a response via email on ticket #19394458 as soon as the team has had a chance to review your message. Thank you.

Sophia | Social Care @ Shopify
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