One payout is missing

Solved
acupinch
Tourist
3 0 1

I have the same problem. Tried all suggested methods to solve it, but never received my money back. Please contact me.

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Izaka
New Member
3 0 0

Hello. I have a problem regarding payment providers. I have every provider except for Shopify Payments when that's the provider I actually need. Can you please help me fix it?

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Ava
Shopify Staff
Shopify Staff
949 61 152

@acupinch & @Silvia222S , hello!

 

If you have tried the methods listed above but still cannot see your funds in your business PayPal account, it is then best to contact PayPal's support team so they can track down those funds for you. If you scroll to the bottom of the page here: https://bit.ly/30UFUgb, you can click on the 'Message Us' section to start a chat. 

I hope this is resolved for you soon!

 

Ava
Social Care | help.shopify.com

Ava | Social Care @ Shopify 
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Ava
Shopify Staff
Shopify Staff
949 61 152

Hi, @Izaka!

Shopify Payments is only available in certain countries. This is because we must work alongside the government and financial institutions of a country to come to an agreement regarding commerce and trade in that specific country. Integrating new ones is a lengthy process, so we are working on having Shopify Payments available in more countries as soon as we can. Hopefully, we will have more options available in the future!

 

This is the list of available countries:

 

27-17-49bxn-4621s

 

If you are not residing in one of these countries, you can select your country from the list of available gateways here. I'm sure you will find one that suits your business.

 

Happy Selling!

Ava
Social Care | help.shopify.com

Ava | Social Care @ Shopify 
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JaylaFerrell
New Member
3 0 0

Hello, I am missing a payout from November 30. Shopify said it was sent to my bank. My bank never received it. I have not changed My banking information where’s my money. 

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Vincent815
New Member
1 0 0

I had a payout that was returned to shopify by my bank account but on shopify it still says paid. How do I have the funds paid to a new account? 

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Ava
Shopify Staff
Shopify Staff
949 61 152

@JaylaFerrell  & @Vincent815 hello, folks!

I'm sorry to see you both are experiencing some issues with your payouts. I'd like to look into this further for both of you, I'll just need to authenticate you as the account owner first before I can continue! I've reached out to the email address linked to your Community Forums account here, would you be able to reply to that email? If you can, I'll be able to authenticate you as the account owner so I can look into this issue for you.

@Vincent815 You should see my email in your inbox under ticket #21563952.

@JaylaFerrell You should see my email in your inbox under ticket #21584433.

 

If you can reply to that email, we can get started.

Speak soon!

Ava
Social Care | help.shopify.com

Ava | Social Care @ Shopify 
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aprilaprilapril
New Member
1 0 0

The same thing is happening to me can I please get assistance? two of my payments are missing 

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Ava
Shopify Staff
Shopify Staff
949 61 152

Hi, @aprilaprilapril!

Can I check with you if these orders came in via Shopify Payments or a payment gateway like PayPal? You can check this by going to the Orders section in the admin, selecting the order and then scrolling down to the order timeline. You can see if the order was accepted via PayPal, or if the funds have been added to a Payout.

If the customer used Shopify Payments, the funds from the order will show up in your bank account via payout after a few business days, depending on your location. If the customer used PayPal, your funds should be waiting for you in your business PayPal account! Only orders where Shopify Payments was used to capture the customer's fund will show up in a payout, if PayPal was used the funds do not go into a payout - they go directly into your PayPal account.

 

Let me know what gateway was used to capture payment, we can take things from there! 

Ava
Social Care | help.shopify.com

Ava | 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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