Not Receiving Payments from Store

[sb4]

I’m not receiving any of the money I should be getting from my store, even though my account is set up. Not sure how to fix this

[Trevor]

Hey, @sb4!

It's hard to say exactly what the issue could be without looking into the store. Are you using Shopify Payments, or are you using a third-party payment provider? Could you open an order, scroll down to the order timeline and tell me if you see a successful payment line? 

[Sararru]

Hi Peter, I hope you can help me as I am having the same issue. I received my first order yesterday but the money is not in my account yet. I use Shopify payments and the payout schedule is every business day. How many hours does it usually take for the money to reach the account? 

Thank you

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@Trevor wrote:

Hey, @sb4!

It's hard to say exactly what the issue could be without looking into the store. Are you using Shopify Payments, or are you using a third-party payment provider? Could you open an order, scroll down to the order timeline and tell me if you see a successful payment line? 

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[Trevor]

Hi, @Sararru. 

Your payout schedule will depend on which country you're operating from. If you're based in the United States or Australia, then you would have a two business day payout period. Other countries such as Canada, United Kingdom, Denmark, Germany would have a three business day payout period. We have a help doc here that provides full insight into the payout structure for each country that is eligible for Shopify Payments. 

If you received your order on March 2nd, and it was paid through Shopify Payments, then the earliest you would see it is March 4th, if you are based in the United States or Australia. March 5th, if in the countries that have a three business day payout period, and March 6th if you're on a four business day payout period. 

You can view your payout date for each order in the order timeline, or by going to Settings/Payment Providers/Payouts/Transactions. Keep in mind that we will process the payout on the set date. However, this will not account for your bank's processing times, which could cause a delay in the funds being deposited into your account. Also, if orders are received on Friday, the weekend, or holidays, then this could also cause delays in receiving your funds as payouts are only deposited on business days. 

Let me know if you have any questions!

[SBCustom]

I have had 2 sales and I am not sure why I have not received one payment. It is beyond the 2-3 days. It has been over 2 weeks for one & one week for the other. Can you help? 

[Trevor]

@SBCustom 

Payout timeframes will vary depending on the payment provider you use. 

If you open "Orders" then click on the order in question, scroll down to the order timeline, then click on the payment line; what payment provider do you see listed there? Based on what you find will determine where the funds were sent. You'll then need to reach out to that payment provider to have them locate the funds by providing them with the information you find when you expand the payment line. 

If Shopify Payments was used for one, or both of the orders, then the payout date will appear in the order timeline. You can also go to Settings/Payment Providers/View Payouts to view upcoming payouts.