I can't see my sale yesterday from the payout balance. While I can already see today's sales on it.

avj88
New Member
2 0 0

I can't see my sale yesterday from the payout balance. While I can already see today's sales on it.

Can someone please help me get into the chat support? I don't think a forum like this would solve this. I never thought Shopify doesn't even provide a shopify support. This is horrible. 

Replies 3 (3)
Lana
Shopify Staff
Shopify Staff
571 55 74

Hello @avj88!

This is Lana from Shopify. I am sorry to hear that you have been having some difficulties with this.

I wanted to ask about that sale - did it come through as an order in your Orders section of the admin? If it did, you should first check the order by clicking into it and then go down to the Timeline section. Here, it will let you know how the payment for this order was processed. From what you're describing, since it did not appear with your Payouts for Shopify Payments, its possible that a different method was selected by the customer, such as PayPal if you have it available as a payment option on your store.

If the order does not appear on the Orders section of the admin, you should also check Orders > Abandoned Carts as they will show any orders where payments may have failed, and if you click into it there it also has a Timeline section which can sometimes display the error message to explain why it failed. 

Lastly, if you checked the order and you found that it was processed on Shopify Payments but you're still not seeing that payout appear in the Payouts section in your settings, we might need to take a closer look at this for you. For this, you will need to contact us through this link here so that we can investigate that order for you. The reason that I am redirecting you to that link is because we are not currently able to look into your account details via the Shopify Community.

I really appreciate your patience, and if you have any other questions please feel free to reach out to me here again. 

Thanks! -Lana 

Lana | Social Care @ Shopify 
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avj88
New Member
2 0 0

Hi Lana, the link you attached isn't working. 

Lana
Shopify Staff
Shopify Staff
571 55 74

I see! It sounds like you might be having a cache and cookies issue there, I checked the link and it seems to work fine for me.
Could you try to clear the cache on your Google Chrome browser following these steps here

Let me know if it still doesn't work, and if possible please send me a screenshot of what you're seeing. Thanks again! 

Lana | Social Care @ Shopify 
 - / Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog