Thank you. I tried entering account concern twice but it tries to direct
me to two factor authentication:-(
Could you please raise a support ticket?
Topic summary
Main issue: After moving house and changing store location, the merchant had to reconfigure shipping. Since then, the system assumes Deutsche Post as the carrier, causing tracking links to redirect incorrectly, even though the merchant ships from New Zealand.
Troubleshooting tried: Verified store location and shipping zones; consulted the virtual assistant multiple times without resolution.
Support guidance: Staff advises this requires escalation to the Shopify Shipping team via a support ticket for investigation.
Steps provided: Go to the Help Center, chat with the AI assistant, enter “account concern,” then choose “Chat with a Support Advisor.” A screenshot link was shared to illustrate the step.
New development: When attempting this, the merchant is redirected to two-factor authentication (2FA). They asked staff to open a ticket, but staff cannot create tickets from the Community or access accounts. Logging in (including completing 2FA) is required to proceed.
Next steps and status: Merchant should log in and complete the support ticket flow; if not prompted to log in, inform staff for alternate contact steps. Issue remains unresolved pending support ticket escalation.