How does Shop Cash payment method work in online sales?

[GrumpyBob]

We received two orders today paid via Shop Cash.

Both are from new customers within the US.

We have no other record of ever receiving Shop_Cash payments, don't have it as a payment method, or have any type of account that we are aware of...so, we have no idea where the payments are even being directed to.

We have our store set to so that we have to capture payments.

On the first order, the entire order was paid via Shop Cash, and it auto marked it as paid.

On the second order only part of the order was paid via Shop Cash, so it required us to capture payment.

They both state that Shop Cash authorized the payment via the Shop Cash Gateway.

They also both show that the sales channel is "Shop"
All other payments we have ever received state "Online Store" or "Point of Sale"
Our storefront is closed this week, so no Point of Sale payments are being made.

[GrumpyBob]

We also noticed that where it would normally say "May *, 2022 at *** pm from Online Store"
Items sold via Shop say "May *, 2022 at *** pm from Shop (via import)"

Googling one of the wordings in the payment "placed this order on Shop"
it led us to https://help.shop.app/hc/en-us
where we then searched for "Shop Cash" which got us this:
https://help.shop.app/hc/en-us/articles/5052986190612-What-is-Shop-Cash- 

We still have no idea if this is even what is being used, but looking further at it, it's something you can sign up for, and add the app to your store. We've done neither.

Does anyone know how payments are handled? Like any other payment?

Even though it says that payment was captured, we can't find any actual record of it beyond that.

It's just odd to see a new sales channel, payment gateway, and method that we've never seen before.

[GrumpyBob]

We spoke to a shopify rep, and they confirmed that it is in fact one of their apps/programs where people can earn rewards, but that we need to be subscribed and have it set up with our store, to receive payouts, which we don't.
So why customers are allowed to use it in our store, and where the payments are actually going...is currently unknown, by shopify. They also have no idea what happens if we "refund" the payment, because we never actually received any payment.
They are going to talk to the Shop IT and try to get some answers...as to where payments are going, why customer's are allowed to use it on stores that aren't set up, if there is an actual way to opt out of it, especially since it is overriding settings and auto capturing, etc

[lexii999]

literally going thru the same thing and so confused 😭

[GrumpyBob]

We went ahead and captured payment on the one that was a split payment of credit card and shop cash...just to see what would happen. (and also shipped the item, since it was low dollar)

It gave an error saying we couldn't capture payment.
We then refreshed the page a few minutes later, and payment had been captured.
The credit card payment says it will be paid out in our next payout.
The shop cash just says it was authorized by Shop, and shopify currently has no idea where our money for it actually is, or if we are getting paid out for it.

The fact this is happening and no one at Shopify knows anything about it, or if we are even getting paid out, or why stores are dealing with it when we didn't authorize it...is frustrating.
We were already dealing with multiple other unresolved issues...so it's not exactly building confidence.
-
One of the other issues:
We noticed an order that shows it was made this month, and refunded back in January...which they also have no idea about, and are currently looking into.
We never refunded the order, it was in fact deducted and refunded to the customer, months before the order was even created, according to shopify.

Shopify is on the struggle bus...

[lexii999]

okay good thing i just cancelled the order than and refunded the “shop cash” i googled what is shop cash and here’s what it said “Shop Cash is a rewards program that is available to some users, and can only be used towards purchases made in the Shop app. Shop Cash has no monetary value outside of the Shop app. You can find your Shop Cash rewards in the following places: as a banner notification. at checkout.” but like you guys never approaved of this payment so not sure why it’s an option! same here lost 5 packages and no help from shopify or usps 

[GrumpyBob · Accepted solution]

Talking to the rep, they never answered how we get paid for Shop Cash, as it seemed no one really had the answer for her. HOWEVER, in our recent payout, there was a transaction that showed we were getting paid out for the amount of the Shop Cash that was auto accepted. That transaction showed no information. No order number, or anything. Just that the amount was being paid out. It also showed no fees.

The rep did tell us something surprising (kinda...knowing Shopify):

"Firstly, eligible merchants are automatically added to become searchable within the Shop app. You do not need to have the Shop sales channel installed in order to be eligible. What I have found out is that Shop Cash can't be disabled at this time unless you opt out of the Shopping and Discovery features of the Shop app. You can opt out of this by first installing the channel and then taking the following steps:"

[Richard_Btaiche]

Thanks for bearing with us on this issue. 

I am the Product Lead for Shop Cash and I want to clarify a few things. 

Shop/Shopify gave away a limited amount of Shop Cash that buyers can spend in the Shop app. An easy way to understand Shop Cash is to think about it as a gift card from Shop.

Shop Cash will not affect your sales reporting and credit card payouts.      

We are still working as fast as possible on resolving the remaining kinks related to settlements and proper reporting of Shop Cash. 
Lastly, Shop Cash is completely free for merchants and is meant to drive additional sales. 

-richard

[EriWheeler]

Hi Richard,

So if we’re to treat Shop Cash as a gift card from

Shop where is that amount getting paid out? Will it show up in a separate payout like Affirm or be lumped in with regular Shopify payments?

Thank you,

Eri

[Ryan_Knowles]

Richard, i have an order for a total value of $27.17. The customer paid $7.14 in shop cash and i am only getting a payout of $19.04. According to a shopify document, it says i should get the full value of the order again which is $27.17, minus shopify fees. I checked my payout and i only see the $19.04 coming to me. No reference of the $7.17 remaining balance owed to me. Please clarify!!!!

[DanWallace]

Richard,

This all sounds fine but, two weeks after your post, you were asked about how Shop Cash payouts are be8ing tracked. Six months have passed without any response from you. This is something that Shopify very much needs to have fixed by now with a very clear money trail.

Our Shopify transactions that include Shop Cash only show payouts for the non-Shop Cash portion which creates the appearance (if not fact) that Shopify is simply giving customers discounts at our expense.

I certainly hope that's not the case but how are stores to know otherwise when you provide no information on our orders as to where Shop Cash funds are going?

[Lizzylew]

Hi there! Was a solution figured out on this one? I just had an order with shop cash and it looks like Shopify is discounting my merchandise at my expense. Do we get reimbursed for the shop cash? And if so, how do we make that happen? I would rather not sell my merchandise at a discounted rate if I can help it.