One payout scheduled on 09/23 has never arrived at my PayPal account. Per Shopify support, the payout sent out "successfully". Per Paypal. they never saw this dollar amount originated from Shopify. WHAT DO I DO?
NOTE: IT IS NOTHING TO DO WITH PAYPAL EXPRESS. PLEASE HELP.
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Ava here from Shopify.
All payouts from Shopify Payments are deposited directly into your bank account. This is the bank account listed under Settings > Payment Providers > Manage (under Shopify Payments) > Payout details.Orders that were paid for via PayPal would go directly into your PayPal account, they would not be listed as a pending payout in your Shopify admin. Could you have a look in the bank account linked to your Shopify Payments account for any incoming funds for Sept 23rd?
Let me know if you can see the funds there!
Hi there, @B888!
When a payout is marked as 'paid' in the Shopify admin, it means the payout has left out accounts and has been sent to your bank account. Sometimes, it can take your bank a further 24-48 hours to receive and process that payout. So while the may be marked as paid in the admin, it may take an extra day or two of those funds to appear on your bank statement. What day were you due to receive the payout? Can you still not see the funds? Also, are you using any other methods of accepting payment apart from Shopify Payments?
Let me know, I'm sure we can figure this out for you!
Hi again, @B888!
Thanks for clarifying with more info.
It sounds like the funds may have gone to a placeholder PayPal account. When you first start a Shopify store, we create a placeholder PayPal account for you under the email account you used to sign up. This is to ensure you can start accepting orders straight away, even if you have not completed the set-up of your PayPal account. You would just need to complete the setup of that placeholder account to access the funds.
When you clicked to complete set-up, did you set up the PayPal business account using a different email address than the one you used to create (or log into) your Shopify account? Also, could you check the email account listed as the account owners and see if there are any emails from PayPal asking you to complete the account set up?
If you have completed your PayPal account set-up using the same email account you use to log into your Shopify store, and still cannot see those funds, please reply here and let me know so I can dig into this further! I'm sure we can get to the bottom of this for you.
It sounds like you have the same scenario as above; your PayPal account was started using a different email than the one you are currently using. If the PayPal account was changed after the sales were made, the funds may be in the placeholder account. You would just need to complete the set up of that account to access the finds! Could you check the email account listed as the account owners and see if there are any emails from PayPal asking you to complete the account set up? Also, were these sales made via PayPal or Shopify Payments?
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