Payout not showing in my account

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New Member
2 0 0

Hello, 
New  to Shopify, my Shopify payout shows as paid on July 9. Nothing in shows in my account. The wires routing number and account number is correct on my account. What has happened here? 

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Shopify Staff
Shopify Staff
157 16 29

Hi, @VLuxBoutique7!

I'm Miles from the Social Care team at Shopify.

When a payout is marked as Paid, it means the funds were sent to your bank account and not rejected by your bank. If the bank rejects the payment, it would move from "In Transit" to "Failed" instead of "Paid". In these instances, you'll need to contact your bank to find out where the funds have gone. When you contact your bank, they may ask for some information about the funds. You'll need to know the following:

  • Who sent the funds? It will be Stripe Payments.
  • How much was sent? You can find this in Settings > Payments > View Payouts.
  • When was it sent? You can find this in Settings > Payments > View Payouts.

From there, they should be able to advise you on where the funds are, or perhaps why they haven't hit your account yet. Please keep in mind, once a payout is marked as paid, we no longer have the funds and are unable to locate them on your behalf unless the status moves to "Failed".

I'd recommend taking a look at our guide on Getting paid with Shopify Payments for more information on how the payouts work and what to expect.

Apart from our help center, if you're ever looking for inspiration or help for your store, I would highly recommend checking out our new program called Shopify Compass. Shopify Compass provides you with free webinars and courses on things like store design, marketing and more. It's completely free for everyone and getting updated regularly.

Miles | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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New Member
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Is there a direct number where I can speak with someone? I have spoke to my bank several times and they the issue is my wires routing number was listed and not my electronic and that the you need to recall the funds and send to the updated account information. 

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Shopify Staff
Shopify Staff
157 16 29

Hi, @VLuxBoutique7!

If that's the case then we may need to chat with our payments team to help get you sorted.

To contact our support team, first head to https://help.shopify.com/en/questions and log into your store. Once you've logged in, you'll be prompted to ask about a topic: https://screenshot.click/20-05-s998g-3lwie.png. Doing this will present you with links to relevant documentation on our Help Center, but there will also be an option to contact us directly if you require further help: https://screenshot.click/20-05-ksl5x-pleb8.png.

Clicking on this button at the bottom will then present you with the different support options available: https://screenshot.click/20-05-m2m08-ainco.png. If you don't yet have a Shopify store or are unable to login, you can choose the "Continue without logging in" option at the start and continue through the same process.

At the moment, we're not able to take inbound calls, but there is a live chat service and if there's capacity, a callback option may also appear.

Thanks!

Miles | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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