Why isn't my online store reflecting purchases or receiving payments?

[nina]

 Hello I have a store at Shopify and just started selling and asked my mom to buy something, she paid via PayPal and money were send from her account to mine ( at least it says ) but I did not receive any money and I don’t see on my online store this purchase… also when she wanted to add shipping address it says that product cannot be shipped to this location. Please help me !!! How can I improve this or where did the money go ??! Thank you 

[Daniel]

Hi there, @nina! 

Welcome to the Community! Definitely a great place to gather some input regarding anything about the platform!

When your mother made this order, how was she able to checkout when the address being included was not accepted? 

Since you are not seeing this order record in your admin, I recommend double-checking with her Paypal account to ensure that this payment was processed and not simply a pending one. 

As for your shipping settings, I recommend visiting this help document as it will help you create the locations you want to ship to and be made available to your customers. 

I look forward to hearing more from you. 

[nina]

Well the Shopify says that is is payed and already shipped … moms PayPal and also bank account says that money were successfuly send. I’m from slovakia which is country in Central Europe … so maybe that’s the issue why I can’t get my money into bank account or PayPal ? 

[Daniel]

What address did she put down for her order because you mentioned that the website was not accepting it? 

Moreover, since your mom used the paypal gateway when she checked out, it would simply go directly to your Paypal account that you have listed on your store so I also suggest you reach out to Paypal about this matter since we are talking about their platform as well.

I also recommend reaching out to our live support team for further assistance so they can look into your account and this order specifically to see what is happening with the funds.