Wrong Payout amount/ duplicate transactions

[indi555]

Hello im concerned about my recent payout as i only received a partial amount when it was suppose to be more, after further looking into the payout details i noticed an unusual pattern of duplicate transactions, one being positive and one being negative  and in turn canceling each other out and netting the amount to $0. There is alot of these within this particular payout. My original payout date was suppose to be November 2nd, but then i received an email that day of shopify letting me know that they will be holding funds for 120 days. My concern is that all the transactions are being duplicated and netting to $0 from what i stated earlier. i will show what im seeing in this particular payout below. (Note that this is just a small fraction of what im seeing, but these are the largest amounts). Also note that one transaction was suppose to be available November 2nd while the other was suppose to be available November 24th so im not sure if i have to wait for the other amount until March 24th but i was never notified about that nor has any remainder funds been shown on my reserved funds amount.

[Imogen · Accepted solution]

Hi there, @indi555. Thank you for taking the time to reach out to the Shopify Community today with your payout questions. This is Imogen here - nice to chat with you!

I appreciate you providing that screenshot! To set some expectation for you, we're unable to authenticate users here in the Community, so we're unable to access your account, account details, or payout information from here. As such, it would be best if you connected with our Authenticated Support Team via the Help Center. This will allow our Support Team to authenticate you, access your account and payout details, and then connect with other Support Teams so we can clear up any issues around your payouts. Additionally, if you received an email regarding your funds being held, you can reply to that email directly with your questions, too!