Help! Transaction not showing in balance

[Carissajade]

Hi! I had a recent order, that was paid through Shopify payments (not PayPal) but it is not showing in my shop balance. I have a pending payout but the amount is not included in that either. Does it sometimes take a bit to show up in the balance? I’ve never seen it before. Please advise thanks in advance!

[Ivy]

Hi there @Carissajade! Thanks for reaching out here. Can you tell me how long has now passed since this order was placed? 

From your store's admin, if you click into this order and scroll down you should see an order timeline that looks something like this:



If you look over this timeline for the order in question, can you see something along the lines of "payment pending" ? Looking forward to hearing your reply so we can look into this together!