Received orders with no payment setup, tried capturing payment, still no funds?

lightsout
Visitor
1 0 0

Hi, I accidentally started collecting orders from my store without having payment setup.

 

The orders showed up, but were marked as payment "Pending."

 

Once I setup my payment details using Shopify Payments, from what I understood, I assumed I could then go in and select those "Pending" orders and "Capture Payment." So I did this.

 

All of those orders are now marked as "Paid" but no Payout is showing for those orders (which I assume means the payment were NOT processed).

 

What can I do now? How do I process payment and get the money from each order?

 

Any help/insight is greatly appreciated. Thank you!

Reply 1 (1)

Erin
Shopify Staff
941 127 146

Hi, @lightsout. I'm happy to share some information to help you out with this! To clarify, when you say that the order is marked as "Paid" is this on the Orders page in your Shopify admin or are you seeing this when you view your Shopify Payments payouts?

 

In this situation it would be best to speak with our support team through the Help Center here. We can't see your account information here over the Shopify Community, but if you speak with us through the page I shared we would be able to review this all with you in much more detail. 

 

That being said, to investigate this here I'd recommend you follow these steps to view your payout schedule and status. Doing this can give you more insight into these payments and when you will receive the payout for them. I'd also recommend you review your order timelines for these orders to double check whether the payments were successfully captured or not. You can find the steps to view your order timeline here. When you do this, you can expand the payment events for each order to see more information on what happened with the payment, including when it was captured and whether it was added to your payout schedule.

 

Please let me know if you have any questions after trying that out!

Erin | Shopify 
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