I fulfilled a large order but the money was never added to my balance

[dignanc]

Hello! I recently recieved a large order and the customer has recieved the items but I never recieved the money in my shopify balance. I can see the purchase on the records but I cannot access the funds/ it doesn't show up in any payout history. 

[Erin]

Hi, @dignanc. I'm happy to help you out with this!

Is this the first time you've had trouble receiving a payout? Also, do you happen to use any other payment gateways or payment providers to accept payments? The reason I ask is that it sounds like this payment was possibly captured through a different payment gateway. Only payments captured through Shopify Payments will appear in your Shopify Balance account, so if this payment was captured through a different payment gateway, you would receive that payment through them instead of seeing it in your Shopify admin.

You can see which payment gateways and payment methods you've enabled by going to Settings > Payments in your Shopify admin. You can also double check the payment gateway used for the order by reviewing the order timeline's payment events. If this payment was captured through Shopify Payments you should be able to see which payout the payment was added to in the order timeline payment events as well. This guide can walk you through how to find and review an order timeline.

Please let me know if you have any questions!