Payout pending for almost 2 weeks

Mfafahim
Visitor
3 0 0

My payout has been pending for almost 2 weeks. I've seen others with similar issues and they all have the same "resolution steps" where they should contact customer support. Clicking on customer support takes you to the same page as help center. Neither of which lead to any support. The shopify customer support number has been removed as their "resources have been allocated to help center". It feels as is shopify is being deceptively difficult in receiving the payout. The customer has already taken the item and I've yet to see a dime.

Replies 3 (3)

Kimi
Shopify Staff
1511 169 257

Hi, @Mfafahim.

 

Thanks for reaching out about your payout situation. Can I get you to confirm for me if this is your first Shopify Payments payout?

 

The reason that I ask is because all new Shopify Payments accounts have a longer waiting period for their first payout. This has been set by our banking partners and can typically be anywhere from 7 to 14 days. Keep in mind also that on top of that, the payout may not appear in your bank account right after they're sent, as banks can take between 24-72 hours to process deposits.

 

If you'd like for our team to double check your account and payout status however, you can contact our live support team, which looks like something that you've tried on your end already. To clarify, the Help Center is the correct place that you'll need to navigate to in order to be connected with one of our live support team members. Once you're in the Help Center, you'll need to type contact support in the chat box, then follow the prompts given by the chat assistant. You'll then be asked to join the queue to speak with a live support team member, and we can then further assist you with your payout situation from there.

 

Let me know if you're still having issues with finding our contact support option in the Help Center.

Kimi | Social Care @ Shopify 
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Mfafahim
Visitor
3 0 0

It's officially been over nineteen days, and there has been no inkling of me receiving my payment.

Kimi
Shopify Staff
1511 169 257

Appreciate the update, @Mfafahim. Can you let me know if you've since reached out to our live support team about this?

 

If you haven't already done so, this would be your next step. We don't have any access to accounts or support tickets via the Community Forums, so contacting our live support team is the best way forward as they'll be able to securely access your account in order to investigate your payout situation in more detail.

 

For context however, another potential reason that a store's payouts could be pending for longer than usual is due to their Shopify Payments account or payouts being on hold. When this happens, our accounts team and banking partners are currently authenticating and reviewing your account information to make sure that the information you've shared with them is accurate. You can find more information on the Shopify Payments review and verification process in this guide.

 

Generally, stores will see a red banner on their Shopify admin's homepage notifying them of a hold on their account and, where necessary, to upload requested documents from our team during this review period. Do you perhaps see a banner on your admin at all? If you do, you can follow the instructions provided in order for our accounts team and banking partners to continue with their review of your account. If you don't see a banner on your end however, you can proceed with the following:

 

  1. Check your admin notifications by clicking the bell icon on the top-right hand side of your Shopify admin. This should then reveal all of the relevant notifications for your store. If your Shopify Payments account or payout is on hold, and if our team requires you to upload specific documents, you should see a notification for this within this section. You can click on it to then be taken to the relevant page to proceed with your next steps.

  2. If you don't see any notifications related to your Shopify Payments account, you'll need to get in touch with our internal team as previously explained, so that we can take a closer look at your account to investigate why your payout is still in a pending state.

Kimi | 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