Thanks for clarifying! No, the Trust and Safety Team only operates through email and doesn’t monitor the Community Forum.
Topic summary
Main issue: A merchant asks if Shopify’s Trust and Safety team replies to emails and how long it takes, after receiving a notice that they can’t use Shopify Payments.
Clarifications: Community forums are for peer conversation; Trust and Safety does not monitor the forum and operates only via email. Response times cannot be provided.
Details: The merchant’s email contained no requests for information, only the payments prohibition. It ended with “If you have any questions, please reply directly to this email,” which the merchant did about 32 hours prior.
Guidance: If Trust and Safety requested verification, they would reply via email when able. Merchants should check whether the message is from a no‑reply address and whether it mentions an appeal process; in this case, it invites replies, so a response should come when the team can address it.
Status: No resolution or ETA provided. The thread concludes with the merchant awaiting an email response from Trust and Safety.