One payout is missing

Solved
Casey_Morris
Tourist
7 0 3

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.

Accepted Solution (1)

Accepted Solutions
Ava
Shopify Staff
Shopify Staff
1161 77 185

This is an accepted solution.

Hey, @Casey_Morris!

 

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!

 

Ava

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Replies 18 (18)
Ava
Shopify Staff
Shopify Staff
1161 77 185

This is an accepted solution.

Hey, @Casey_Morris!

 

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!

 

Ava

Social Care

Ava | Social Care @ Shopify 
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B888
New Member
2 0 0

Hi, the same thing happened to me, however I checked my bank account and the balance never arrived, so I am short 70.44. Can you please help me to get these funds back. 

Ava
Shopify Staff
Shopify Staff
1161 77 185

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!

 

Ava

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Ava | Social Care @ Shopify 
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B888
New Member
2 0 0
Hi there,

As mentioned, this disappeared when I connected my Paypal account in order
to receive the funds - following the button that popped up in shopify,
asking me to connect paypal, in order to receive my funds. I have checked
with paypal, it never reached paypal.

It was in my shopify account, now it is gone. I did not receive it into my
bank account from shopify or from paypal.

The sale was made on January 5th 2020. Paypal was connected on January 10.
As mentioned, the balance showed in shopify until I connected paypal.
Paypal have confirmed they never received the funds and said to talk to
shopify.
Ava
Shopify Staff
Shopify Staff
1161 77 185

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.

 

Ava

Social Care

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

2 of my payouts aren't coming through to my bank account or paypal, but I used a different email for the paypal than the email registered. How do I access the funds if that is the case?

Ava
Shopify Staff
Shopify Staff
1161 77 185

Hi, @Jon_Li!

 

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?

 

Chat soon!

 

Ava
Social Care | help.shopify.com

Ava | Social Care @ Shopify 
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Silvia222S
New Member
1 0 1
Hello. I have the same problem. I recieved an order and it showed me a button to click and collect my money by setting up a paypal express and I did but no money have been transferred or there’s no sign of the order on my payouts. What do I do ?
acupinch
Tourist
3 0 1

I have the same problem. Tried all the suggested methods to receive payment. Still haven't received it.  

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.

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?

Ava
Shopify Staff
Shopify Staff
1161 77 185

@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
1161 77 185

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. 

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? 

Ava
Shopify Staff
Shopify Staff
1161 77 185

@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 

Ava
Shopify Staff
Shopify Staff
1161 77 185

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 
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