How long does it take to get a response from the tax team?

[SaraShazeen]

I wanted to change my SSN and had started a ticket on September 4th, 2021 and I was told I'll get an email from the Shopify Tax Team by September 7th. It's October 23rd today and I still haven't received any email from them. I had been trying to reach them, but looks like you can't reach the financial team, only the support team can help you. Since such matters are sensitive and important, I wanted to know how to get in touch with the tax team, what is their wait time and how to get my issue resolved soon.

[Tira]

Hey, @SaraShazeen. 

Thanks for reaching out with these details. This is helpful. 

I understand that you want to make sure that your SSN has been updated and sent to the Shopify Tax Team. Is that right? 

If that’s right, I hear you and understand how important this is for your business. If you have already submitted your SSN, I want you to know that it is in good hands with our tax team. We really appreciate your patience and I want you to know that if you’ve already been in touch with the support team or tax team, then your ticket is in line to be reviewed. The team is working through a significant amount of requests and their wait times are longer than normal.

I’ve spoken with them about your question and they have assured me that they will get to you as soon as possible. 

When the tax team completes their review of your store, they will reach out with complete instructions to help sort this out for you.

Until then, please reply here with any questions and I would be happy to assist you moving forward. 

Cheers,

[Bill29]

Hey @SaraShazeen and @Tira,

I have a ticket with the tax team that was started to update similar information on September 27th and I'm also still waiting to hear from them. I've called, chatted, and emailed twice a week for a month, and all I hear is what Tira just told you. How can a public company have such a small support team for a clearly essential service, that wait times are almost 2 months? I have $20k in limbo waiting for action, and it's starting to impact my ability to pay my employees. I'm sorry to hear you're in a similar situation, and upset to learn that your ticket was started almost a month before mine. 

Shopify needs to stop offering unclear timelines and vague assurances that our requests are with the right support teams. And they clearly need to hire more tax team support members - there aren't even any Shopify job postings for this role right now! Are we actively being taken advantage of or misled? I wouldn't be in business if it took me 2 months to respond to a paying customer and provide them support. 

This is ridiculous!

[fatihs]

I have a similar issue with the Tax team with regards to an outstanding ticket which was opened in early June 2021! The ticket was created by customer support and relayed to the Tax team to allow me to activate Shopify Payments as a non-resident (we have all the necessary documentation to have it activated).

It's been 6 months already and still no word from the Tax team... All our requests to get this ticket resolved and get proper feedback with regards to a timeline have failed and we only keep being told that we need to be patient and that no timeline can be provided to us whatsoever.

I find this totally unacceptable for a corporation like Shopify. This is poor customer support and keeping a merchant waiting for 6-months is unprecedented.

We should have perhaps built our brand/shop on a different platform with faster merchant support. I would agree with the comments above that this is quite worrying - if future financial/tax related issues we face end up in queues that last forever, people may run out of business.

Dear Customer Support Team - Please revert to merchants with proper timelines by talking to the Tax team and let us know when our tickets will be looked into, as an indefinite waiting time is not acceptable, regardless of what the ticket is about.

Thank you