Payouts are not being sent and sitting in balance (support chats + solution)

[rubyal]

Background Details

I had a large product launch on Friday and it went super well! I have been using shopify and my bank account for 3 years.

I've done this launch style before: I have a launch, customers buy it, I use the money to order raw material, I make it, then I ship it off. I have never had an issue like this.

Sidenote: I worked in IT for 10 yrs so I hope this helps someone!

Problem

My balance has not been transferred to my bank account, although it has been the normal time frame for it to be there (drop on Friday = in my bank account Tuesday, given no holiday). 

My payout scheduled looked as such:

On Tuesday, Sept 24:

Est payout Sept 24 ($2000)

On Wednesday, Sept 25

Est Payout Sept 25 ($145) Balance ($2500)

Suggestions from Support Chats

Failed Refund

I had a failed refund for a customer, where my bank account didn't have the right funds available. It tried 3 times.

Funds held to avoid chargebacks

I thought this was odd and never happened with such a large sum before.

Fulfill orders from 3 days ago

One chat said I need to fulfill orders placed from a drop just 3 days ago. I didn't believe this was the issue because I have a couple orders waiting for one product from longer.

Solution (tentative)

Failed Funds

When trying to "retry payment" for the failed funds, but it gave a "server error". Support said they have to escalate it from here (we all hate this, right?) and I should be getting an email soon. I will update this when I do.