Why is my scheduled payout from ecommerce platform not processed?

[Velvetvictoriah]

Hello,

I had a scheduled payout for yesterday. I have been with Shopify for many years now and run a successful ecom website. I have never not had a payout deposited when Shopify said it would be. The payout just sat at pending and never changed to in process. Today Shopify has skipped to the next payout and the last is completely missing. The balance however is still showing a large sum? But now way of getting it payed out?

many thanks 

[Blair]

Hi @Velvetvictoriah,

Thank you for reaching out to the Community! I'm happy to provide some assistance with your payouts, to ensure this gets resolved. 

While scheduling payouts allows you to get paid at regular intervals, your bank may take additional time to process the transfer. To learn more about this, I'd encourage you to check out our Scheduling Your Payouts document as it touches on this further. 

If more than 3 business days have passed and you still haven't received those funds, I'd encourage you to connect with us directly. This will allow our advisor team to take a closer look and ensure it gets resolved as quickly as possible. 

To connect, you can: 

• Head over to our Support Page.
• Log into your shop.
• Select the topic Starting a store.
• Scroll to the bottom of the page to view all available support options.

Please let me know if you have any other questions or concerns. 

[lizettequist]

I have the very same issue and I am very worried! My payout should have been 5th June and today is the 8th still not paid.

As you wrote the payout has now disappeared and just saying pending 5th June but that date is overdue!!

Chatted with support tree times they just say billing team are looking into it but nothing happens and I don’t hear from them as the support says I will! It never happened before I always had my payout every week on time, my bank has not changed and they can not see any attempts for the payment!

I am very worried frustrated and angry!! It is 63 orders about 3000 euro missing 😭

[Greta]

Hi there, @lizettequist!

Thanks for posting in the Shopify Community. I'm sorry to hear your payouts have been delayed. 

If your ticket has been escalated to our billing team, you will receive a response. It will not be immediate, as our team works through their queue in sequence, but you will hear back as soon as possible. 

We appreciate your understanding. Please let me know if there's anything else I can assist you with! 

[lizettequist]

It has been escalated But i have nog gotten any reply 😭

[Emily]

Hi, @lizettequist.

It will take some time for them to review your ticket and get back to you. Thank you for your patience!

[dallasstore]

For me , it is 10+ days.  This is not acceptable.

[dallasstore]

Same issue here. It's been 10+ days and all the advisors are saying they are trying to find out why. But no one is able to tell me the reason.  I can only wait for a couple more days and I will have to close the store for lack of funding. Please HELP!

[dallasstore]

Same issue here. It's been 10+ days and all the advisors are saying they are trying to find out why. But no one is able to tell me the reason.  I can only wait for a couple more days and I will have to close the store for lack of funding.