Hi,** @smilingdog **.
Thanks for bringing this situation to our attention. I appreciate how important this is for you and your client, and we want to help sort this out so that you can get back to focusing on your store as soon as possible.
I’d like to assure you that our team intends to support merchants and reply with any updates on support tickets as quickly as we can. At times, this may take a bit longer than expected to ensure that proper steps are being taken, in order to best address the situation for our merchants.
If your client’s ticket has been sent to the Merchant Tax Support Team, then the ticket is within the right queue and is in line to be reviewed. The team is currently working through a large number of requests and their wait times are longer than normal, but rest assured that they will get to your client’s ticket as soon as possible.
I’d like to gather more context however, in regards to your client’s situation. Do they have a Shopify store that is currently open, and with an active Shopify Payments account?
If the store’s Shopify Payments account is active, then the store is able to continue selling and accepting orders. This is because once our Merchant Tax Support Team updates the EIN number on file for the store’s Shopify Payments account, it will be backdated to January 1 of the current year.