Payment not added to payout ballance

[gexrgel]

Until last Wednesday, everytime someone ordered from my shop I would see in the timeline of the order “X amount would be added to your payout”.

But now, for the last 3 orders I didn’t get that notification in the timline. The order is complete, the costumer paid, but the amount that was paid does not show in my payout balance. Does anyone know why? 

P.s: I am processing payments through shopify payments.

[Olivia]

Hi, @gexrgel!

Welcome to Shopify Community and thank you for sharing your question.

While investigating this I did come across a note that Shopify Payments transactions may be delayed 24 hours in the region of France. Since it has been some time since you posted, if this was the root cause then you can expect this to be resolved on your end.

On the other hand, if you're still unsure where the payment is then it's important we look into how it was processed. PayPal comes activated on your store by default and if merchants are not used to accepting that as a payment method, it's not uncommon for them to miss it the first time it happens.

Please head to Admin > Orders > open the order to view the timeline to see how the transaction was processed by expanding transaction details. If it was in fact processed via PayPal, you would have received a separate email from them to set-up your account and claim your funds. 

Other times it can simply take the system some time to propagate and release the latest available information and the payout date should now be visible.

Please keep me posted,

[gexrgel]

Hey, 

Thank you so much for your answer!

Unfortunately, the issue is still not fixed. I have checked and all the transactions have been made with Shopify Payments, i do not have paypal (or any alternative) active as a payment option. Also, I am not from France.

I have talked with the support twice about this problem and the first time the answer was to simply wait and the second time I have been told that I would receive an email from the Shopify Payments team. It's been more than 2 days and I haven't received any mail.

The payments don't even show up in the transaction tab. The last one that is showing up is on 16 oct, but I have had a quite a few orders since that are nowhere to be seen in the transaction tab (or anywhere but in the orders tab).

I have no info about when the money will get paid or if it is going to be included in the next payout.

I would highly appreciate if you could help me solve this problem since it is very important for my business to receive those funds and more importantly I want be assured that the payments form future orders will eventually get to me.

[Olivia]

Thanks for getting back to me, @gexrgel!

As much as I'd love to be able to provide you with account-specific support, our Public Support team is not privy to account information due to security and privacy reasons.

With that being said, if you have already connected with a live chat representative and escalated your ticket to the Shopify Payments team you can expect to hear back from them after their investigation is complete.

Escalations depend upon current queue levels and your unique case, therefore, you can expect to wait longer than 2 (business) days for your follow-up. I trust they will be able to provide more insight into your situation and offer guidance with next steps.

Warm regards,