Jan 2021, payment not received from Shopify

[Rachel03]

Can you please check what happen to this transaction order 1002#. Till date we have not received payment for Jan2021 order closed. Under this DIDit.sg (link).

[Miles · Accepted solution]

Hey, @Rachel03!

Sorry to hear you're missing a payout. I'll be happy to walk you through some potential reasons for your missing payouts.

First, it's best to check how your customer paid. This will help identify if it's Shopify or a third-party you need to be speaking with. If the customer paid via Shopify Payments, then you're in the right place. If they paid via a third-party (PayPal etc), you'll need to contact them directly as they will be handling the payout for you.

Next, once you've confirmed that Shopify Payments is the payment provider, let's take a look at your payout list. Head to Settings > Payments > View Payments to view a list of payouts and their status. Does your payment appear there? If so, check the date of the transaction and the status. For more help with payment statuses, check out this guide: https://bit.ly/3b8KnAP.

If the above suggestions don't help, it looks like we’ll need to access your account in order to resolve this issue. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.

Since this is the next step I've marked this reply as the solution for the benefit of others who may discover this topic. Thanks!

[Rachel03]

Thanks. Had found the issue and is working on solution internally.