Total Payout for 2024 is Thousands Less Than Net Sales - Never Got Payouts

[way_out_west]

Can someone please help me.
Just had my accountants go through last years finances and gather my P&L. At first glance I knew something was way off. After digging further I found that the difference between my total payouts for 2024, and the total amount that was supposed to be paid out ((net sales + shipping charges) - processing fees ) was roughly 15% of my total sales from last year. Customer paid the money, just was never given to me.

Tried to get shopify customer support to help, but they weren't very knowledgeable. All they could tell me is that Shopify would never make a mistake like this and I must be missing something.

I have checked these numbers for hours now and can't see anything. 

Please help me!

(P.S. it's not PayPal or other processors either; checked that and not only is PayPal process and paid out by shopify i.e. in their payout report, but even if it wasn't it is far less than what is missing.)

[jadequeen1403]

Steps to Investigate Missing Payouts:

1. Compare Shopify Reports to Your Own Data

• Pull the "Payouts" report from Shopify.
• Pull the "Sales" and "Payments" reports from Shopify.
• Manually calculate (Net Sales + Shipping - Fees) and compare it to actual payouts received.

2. Check for Holds, Reserves, or Failed Payouts

• Go to Settings → Payments → Shopify Payments → Payouts
• Look for Failed or Held Payouts. Shopify may have delayed or held funds due to security reviews or chargebacks.

[way_out_west]

Sadly all of this has been done with nothing to show.

The payout report provides the same number roughly as I found before. Calculated everything and am still missing 15% of my net sales that were never paid out.
Went to check for holds and reserves with no luck there either. 

[Promer]

Hi @way_out_west 

That sounds incredibly frustrating, and you're absolutely right to dig deeper. Here’s what I recommend:

1. Check your Shopify payout reports – Go to Settings > Payments > View Payouts and download your full payout report for 2024. Compare this with your Net Sales Report from Analytics > Reports > Sales Finance Summary to identify any discrepancies.
2. Look for held or failed payouts – Sometimes, Shopify Payments may hold or fail certain payouts due to compliance reviews or banking issues. Check your payout status for any withheld amounts.
3. Check for third-party payment gateways – Even if PayPal is accounted for, if you use other gateways (like Stripe, Klarna, or Afterpay), those payouts won’t show in Shopify's total.
4. Verify refunds, chargebacks & fees – Ensure that large refunds, chargebacks, or processing fees (e.g., foreign transaction fees) aren’t causing the shortfall. Check Analytics > Reports > Finances Summary > Fees & Adjustments.
5. Request a detailed Shopify finance audit – If everything checks out but funds are still missing, ask Shopify Support to escalate to their finance team for a deeper investigation