Payouts are substantially lower than our daily sales

[klohere]

Our payments are substantially lower than our daily sales reported in Shopify analytics. I need to contact customer support. Unfortunately every link I find for Shopify support leads to a community board.  Seriously disappointing experience.

[Holly]

Hi @klohere .

I'm sorry to hear that you are having difficulty in finding the answer to your question regarding your payouts vs daily sales. 

Without disclosing any private or sensitive information, can you tell me why you suspect there's a discrepancy in your payout totals vs daily sales? Can you also let me know which report you are looking at for your daily sales that leads you to this conclusion? It may not include the fees that are deducted from your payout.

As you may already know, the fees that are deducted from your Shopify Payments payouts are directly correlated to the percentage/amount that appears under the plan you have selected here. If you are comparing the net payout vs the totaly daily sales, you may not be seeing the difference in fees.

With that said, I'd like to help clarify things for you if you can provide a bit more context.

I look forward to your reply.

Cheers!

[klohere]

Hi Rose,

Thanks for your response. I was able to reach Shopify support and rectify the situation.

A large chunk of our sales are not Shopify payments hence the issue.

Best

klo

[Holly]

I see - thanks for the context @klohere .

If you are using another payment gateway, it's likely the fees deducted on their end that is not adding up properly. Before contacting our support team, I would recommend reaching out to the payment gateway in question for more context.

[klohere · Accepted solution]

Thanks. However, it’s not an issue of fee deduction. I realize that is deducted from the payouts. I did contact support and they were able to help resolve the situation.