Shop pay installment, payment not received in account yet .

[Fbaker28]

Hello, a customer checked out using one of my payment methods (Shop Pay) . The order was placed on Dec 9th. However, today is Dec 14th and I have yet to see the transaction as being “paid out”. Any idea when I will receive my funds for this order? The customer has already received the goods etc 

[Maz]

Hi @Fbaker28.

Thank you for reaching out here in the Shopify Community! I can appreciate it may be frustrating when you have not received your payout yet, not to worry I am here to help you.

Once a buyer’s payment is successfully captured, you expect to receive the payout for a Shop Pay order within 1-3 business days. As we are now on the fourth business day, can you tell me if there is any banner within the Payouts section of the admin saying that the payout has failed, or what is the current status? If you can send a screenshot, that would be a great help, and making sure to blur out any sensitive information!

The banner will mention that it's specifically a payout for Shop Pay, the reason for failure, and suggested next steps. In addition to that, Payouts go to the same bank account used for Shopify Payments and the bank descriptor will be: SHOPPAYINSTAFRM. Are you able to see the same on your statement?

Hoping to hear back from you soon!

[Fbaker28]

Yes, thank you. 

 

[Maz]

Hey @Fbaker28.

Thank you for sharing those screenshots to show the order has been paid for.

Are you able to provide a screenshot of the specific transaction in the Payouts section of your admin? Here are the steps to locate it below:

1. From your Shopify admin, go to Settings.
2. Click Payments.
3. In the Shopify Payments section, click View payouts.
4. Click View transactions.
5. Click Filter.
6. In the Show all resources where field, select Payment Method.
7. In the is field, select Shop Pay Installments.
8. Click Add filter.

If you could grab me that screenshot, I'll be able to have a closer look for you. Thanks so much!

[Fbaker28]

There never was a payout for it 

[Fbaker28]

 

[Maz]

Hi @Fbaker28.

Thanks for your screenshot and for clarifying things further! As we cannot see a failed payout banner in the payout admin, it looks like we’ll need to access your account in order to resolve this issue and liaise with our billing department.

While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit our support portal here and log in to your account to create a support request.

Let me know if you have any further questions!

[Sbrynnef]

Did you ever find a resolution for this? I’m going through this right now