Next Payout and Balance different figures but same excel total

[onyx_au]

Hey guys,

On the 'Payout' page, my 'next payout' is 1,140.94 on 1st Feb but the 'balance' figure on the left is 2,557.06. 

When you click on "view transactions" on both 'next payout' and 'balance' to see the list of transactions, they're both the same.

Why is 'next payout' showing 1,140.94 when 'balance' is 2,557.06 yet both transaction list is exactly the same?

I should be getting 2,557.06 as the 'next payout' not 1,140.94?

Thanks!

[TagCo]

The exact same thing is happening to me. Both equal transactions but Payout is showing $1,491.02 and Balance is showing $2,649.93. I reached out to support and they tried to explain that it's funds not clearing from the banks yet but I don't think that's right. It's never happened before and if it's the case then funds are taking over one week to clear? Not likely... I'll keep an eye out and see what they reply with.

[onyx_au]

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@TagCo wrote:

The exact same thing is happening to me. Both equal transactions but Payout is showing $1,491.02 and Balance is showing $2,649.93. I reached out to support and they tried to explain that it's funds not clearing from the banks yet but I don't think that's right. It's never happened before and if it's the case then funds are taking over one week to clear? Not likely... I'll keep an eye out and see what they reply with.

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Exactly, this hasn't happened to me before and I've been with shopify for 1.5 years now.

Mine is still stuck on $1,140.94 even though I had a few more orders last week and it should have gone up and cleared through their bank.

Once I get the payment in Feb, I'll update you what Shopify said and what I get in the bank.

[TagCo]

I've been with them for over 4 years and it hasn't happened so that's why i highly doubt it's about clearance. I'm hoping it's all sorted before the Feb 1st payout as I'm worried it will go down some sort of financial rabbit hole and Jen/Feb payments will start to get muddled up. Hoping it doesn't get to that. I'll let you know if I get any more info too as I have a support ticket ongoing.

[millbankcoffee]

Hi there,

We have just had the same problem, been with Shopify around 3.5 years and never had this issue, always had weekly payouts running Wednesday to following Tuesday and paid out on the Friday after. Never had an issue, always been paid 100% of our balance. 

I talked with the help centre earlier and they said initially said it was due to a chargeback, we have not had any chargebacks they then confirmed this. They then said it was due to the cut-off for the payout, however, today is Sunday and we are between our usual Wednesday-Tuesday, which they then also confirmed. So the final explanation was that it would just get added to my next payout after this one. It makes no sense, I am a little cautious to continue taking sales etc. with Shopify.

Did either of you get a resolution to the same issue? Have you had the same issue since?

[millbankcoffee]

Just wanted to update here as to what happened for us. After talking with Shopify Help, they reassured me that the discrepancy between our 'Balance' and 'Next Payout' would be resolved either once the pay period had reached its cut-off point or the following payout. Our pay period runs weekly from Wednesday to Tuesday evening. The cut-off being 00:00 Tuesday evening. Once this happened. Our payout page updated to show our balance as £0.00 and the full amount that should have been paid updated to 'Next Payout' this is now arriving on Friday as expected.

I can only assume it was some strange error on their side but has not caused any problems! Just wanted to leave this here if anyone else had the same problem and needed some reassurance it would all resolve itself!