General process Part 1
What should we do if a ticket is escalated unauthenticated?
Unauthenticated escalated tickets should be reassigned to advisors for the merchant to pre-authenticate. Pre-authenticated emails verify necessary information: merchant's name, full store URL, and user level on the account.
Can I CC an email address into a Zendesk email?
Shopify Staff should only CC an email into the conversation if the email is associated with store in question and the authenticated AO/staff member explicitly confirms it.
This should be a last resort, and we should be requesting that the authenticated merchant include CC'd users in from their side.
A plus store is escalated. The SO lets us know they have 15 other stores. They are SO on some but not others. All SP accounts need to be updated to same details.
We need them to list all myshopify.com URLs, and ideally Cc in any other SOs to confirm the request for their stores. (If any special circumstances, check with your lead.)
If a store owner directly emails the 1099k-support@shopify.com, is the email considered authenticated?
Yes. They are considered authenticated as long as the person is email from the store owner email address.
Do follow-up tickets to previously authenticated tickets need to be verified again?
No. It is important however to double-check that the requester's email address is still linked to the store in question.
Can the STORE URL listed in right hand side of Zendesk ticket be used to verify which store the merchant is referring to on a non-pre authenticated email?
No, it CANNOT be used to verify which store a merchant is referring to when an email comes from an unauthenticated source.
A parent reaches out, they have taken over store ownership from their child and need help updating the Shopify Payments account.
This needs to go to MV/ AUP. Whenever an underage person has run a store, the account needs to be reviewed to ensure everything has been updated to the parent.
What happens if an advisor escalates a 1099-K query for an authenticated staff member?
We can only deal with the current SO. Advise the staff member they are not authorized to discuss 1099-K information and their store owner will have to either start a new ticket from the help centre under their login, or email 1099k-support@shopify.com directly from their store owner email address which we can then manually authenticate.
Emails directly to WHICH MTS support email addresses can be manually authenticated by the team?
"1099k-support@shopify.com" and "billing-tax-support@shopify.com"
What to do if the merchant no longer has access to the Store owner email and store admin, but claims to be the store owner?
If the merchant can't access the store owner email, they are not authenticated. These cases can be escalated to the Account Security team, but they have to be able to provide the Store URL first.
We must keep a ticket on hold to update previous 1099-Ks. There's a delay due to a systems update. The store changes ownership & new the SO reaches out to update SP account again.
We will also need to request update docs and an affidavit form the new owner to ensure all details are up to date.
We will still need to process the previous 1099-K updates for the previous owner.
Are direct replies to automated Shopify emails (1099k etc) authenticated?
No. If a merchant directly replies to an automated email from Shopify (billing invoices, Shopify Payments notifications...etc.) these tickets are not pre-authenticated. We must confirm the email address the merchant is communicating from, and verify the store URL.
Do we still need to manually authenticate a partner if they contacted us through our support email?
No. Partners can be considered fully authenticated if they contacted us through our support email, we just need to make sure they are emailing from at least one of the Owners listed under "Team" in the Partner Internal.
What are the permission requirements for the below topics:
SHOPIFY PAYMENTS & 1099-K
SALES TAX
BILLING TAX
SHOPIFY PAYMENTS & 1099-K: fully authenticated store owner OR they can give written permission via email to discuss a Shopify Payments update with a staff member.
SALES TAX: staff member has orders permissions
BILLING TAX: staff member with the billing_payments_methods_manage and/or billing_subscriptions permissions
A previous SO emails to let us know they transferred the store to a new owner but never updated the Shopify Payments details.
This previous SO is no longer authenticated. We can’t confirm any details about the SP account with them but can let them know we will reach out the new owner and ensure their details are updated.
Check the account, open a ticket with the new owner if the details haven’t already been updated, and be sure to follow up with them as we know the details are no longer valid
What shall we do if the current AO wants the 1099-k form but they cannot remember the store owner email.
Create a new ticket with the actual store owner as the requester. Explain that we have received a 1099-K request for their store (quote the store URL) and that we need to verify that request, since such requests can only come from the store owner.
Back on the original ticket - prompt the person that reached out to check for their email in all email inboxes they have access to. Make sure to advise them to check junk/spam folders as well.
Plus Tickets have their own authentication criteria. Name 5 ways to that determine whether a ticket is authenticated.
1. Pre-authenticated via the Help Centre.
2. Email is associated to store account (either AO or staff member) and the requester has stated the .myshopify.com URL
3. The email address is associated to the store account and contains a direct link to a section of the admin.
4. The email is a follow-up to a previously authenticated ticket
5. Request the user CC an individual who has an email address tied to the store and have them reply all to confirm the request and myshopify.com URL.
What shall we do if a Merchant Success Manager or Launch Engineer is set as the ticket requester?
These would be considered unauthenticated interactions. We can either request the merchant authenticate the ticket manually. If the merchant email is not provided in the escalation, reach out to the MSM, provide context that the ticket is not authenticated, and assign the ticket to the MSM with an internal note.
SO reaches out to help updating SP account as they are transferring store. When we reply, we notice the store has been transferred to the new SO.
This previous SO is no longer authenticated. We can’t confirm any details about the SP account with them but can let them know we will reach out the new owner and ensure their details are updated.
Open a ticket with the new owner, and be sure to follow up with them until the account has been updated as we know the details are no longer valid:
What shall we do if the requester is a past store owner and requests a past 1099-K form from a store they have sold privately?
If the store is sold privately, we would first advise them to reach out to the current store owner who can provide them with the form.
If that doesn't work out, we can request a CP575 or SSN via external doc request, and use compare and verify the tax document with information on file to authenticate the owner of the 1099-k form.