** @smilingdog **
Thanks for sharing your experience, Greg. I can understand where you’re coming from, and I appreciate you sharing your concerns in having to get in contact with our Support Team once more. I apologise if our team weren’t able to clarify and provide you with all of the information you needed the first time that you were in touch with us.
To clarify, the reason why you will need to get in touch with our Support Team is because our Community Forums team aren’t able to authenticate stores from our end. This authentication is needed in order to locate your client’s store, and to then confirm the necessary information we need to fully answer your questions. Because we cannot access stores and tickets on the Community Forums, we can help merchants as much as we can by providing general information. But to confirm account-specific queries, our Support Advisors are best suited to further help you as they will be able to authenticate you and securely access your client’s store from their end.
If your client also already has a ticket opened that has been escalated to our Merchant Tax Support team, they can also reply to that ticket with any additional questions. If they’re unsure which ticket is the one that was escalated, they can contact Support again to confirm which ticket number to reply to.