trust and safety team, do they respond?

[seller6565]

Does this team actually reply back ? 

[BSS-TekLabs]

If you have any questions, you can post them and people will help you find solutions.

[seller6565]

yes that is my question. Does this team respond back and approximately how long do they take to respond? tks

[Skye]

Hi, @seller6565 

Are you referring to the Shopify Support Team?

If so, while we monitor threads and respond to as many questions within the scope of our support that we can, The Community is meant to be a place for conversation and questions with other users of the Shopify platform. This means merchant's can help each other, and developers can provide tips and instructions for situations where the Shopify Support Team can't assist.

I hope that helps! Feel free to post a question and I'm sure someone from The Community will provide an answer.

[seller6565]

No, the trust and safety team. Tks

[Skye]

Thanks for clarifying! No, the Trust and Safety Team only operates through email and doesn't monitor the Community Forum.

[seller6565]

Hi,  I'm asking if they respond once you reply to their email. Its been over 24 hours at this point. Tks

[Sophia]

That depends on the nature of the email. For example, if they requested verification information from you, and you replied with the requested information, they will respond via email as soon as they can. We cannot provide a time frame for a response. Please ensure that you have thoroughly read and understood the email from them, as some messages will indicate whether the email came from a no-reply address.

[seller6565]

They didn’t ask for anything. They just stated that I could not use Shopify payments anymore. 

[Sophia]

Does the email mention anything about an appeal, or does it specify that the email address is not monitored? -Sophia

[seller6565]

I just read it , it does say at the end “If you have any questions, please reply directly to this email.” which I did about 32 hours ago. 

[Sophia]

Okay, then you will receive a reply as soon as the team is able to respond. As I mentioned, we cannot provide a time frame for a response.