FROM CACHE - en_header

Shopify deposited to the wrong account

mactac
Excursionist
40 0 12

I changed my payout account, but my next payout went to the old bank.

I checked, and the new account is set up correctly.

 

Why would this happen, and how do I fix it  it's depositing into an account with the wrong currency type!

 

 

Replies 7 (7)
Sophia
Shopify Staff
Shopify Staff
1183 81 140

Hi, @mactac.

Sophia here from Shopify! I'm sorry to hear that your payout went to your old bank account. Do you still have access to the old account, or is it closed? If a payout is transferred to a closed bank account, it should eventually get sent back to Shopify and marked as a Failed payout in the admin. From that point, it would be re-routed to the new account on file.

 

Without looking into the account, it's difficult to say exactly what would have caused this. In this case, I'd like to look into the account with our Billing team so that I can get to the bottom of it and ensure that all future payouts are going to the correct account. Of course, it's important that we keep your account information confidential, so I'll send you an email. That way, I can authenticate your account and investigate securely. Once you get my email, kindly reply there with your .myshopify.com URL so that I can look into this with the Billing team. Thanks so much!

Sophia | Social Care @ Shopify 
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badgyal-tingz
New Member
1 0 0
The chase bank account that the last payout was sent to is a closed back account. It shows paid when the account is closed. I made sure to update the bank account info to my active capital One account. Shouldn’t the money be returned to my Shopify? It’s been 24 hours since the payout.
Sophia
Shopify Staff
Shopify Staff
1183 81 140

@badgyal-tingz wrote:
The chase bank account that the last payout was sent to is a closed back account. It shows paid when the account is closed. I made sure to update the bank account info to my active capital One account. Shouldn’t the money be returned to my Shopify? It’s been 24 hours since the payout.

Hi, @badgyal-tingz.

Sophia here from Shopify. Welcome to the Shopify Community! 

When a payout is sent to a closed bank account, it should return to Shopify and the payout in the admin will update to Failed. Afterwards, the system will try to resend the payout, so as long as the account has been updated under Settings > Payments > Manage, it should be sent to the correct account. Did you see any changes over the past few business days, or does the payout still appear as Paid in the admin at this time?

Sophia | Social Care @ Shopify 
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switcheries
Excursionist
26 0 6

Hi Sophia, I'm also having the same problem here. It would be great if you can help. it's been 5 business days that Shopify sent the payout into my closed bank account and until today there's no notifications saying that the payout is failed. I'm afraid the money is somewhere and can't be returned. Thank you in advanced.

Sophia
Shopify Staff
Shopify Staff
1183 81 140

@switcheries wrote:

Hi Sophia, I'm also having the same problem here. It would be great if you can help. it's been 5 business days that Shopify sent the payout into my closed bank account and until today there's no notifications saying that the payout is failed. I'm afraid the money is somewhere and can't be returned. Thank you in advanced.


Hi, @switcheries!

Our team would be happy to help. I'm no longer able to send emails and authenticate you from here, but please get in touch with us via live chat, email, or callback through the Shopify Help Center. This is a secure means to authenticate and review your account to discuss payout details. A quick note regarding matters like this—we are only able to discuss payouts and other account-sensitive details with the store owner.

It can take 5-7 business days for a payout to return to Shopify as Failed, at which point more detail will be provided in the admin regarding next steps. When a payout is marked as Failed, you will see a card on the home page of your admin as well as on the payout itself under Settings > Payments > View payouts. Until that point, we won't likely have additional information on our end, but we're more than happy to help you ensure that your banking details are updated so that payouts are sent to the correct account going forward.

Were you able to update banking details to save the correct bank account in your Shopify Payments settings?

Sophia | Social Care @ Shopify 
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switcheries
Excursionist
26 0 6

Hi Sophia,

It's been 10 business days now and the status of the payouts are still paid. I have contacted the bank and they have sent me the return ID. Please let me know how long do I need to wait for Shopify to change the status from paid to failed? And how long should I expect my failed payout to be sent? Thanks!

Sophia
Shopify Staff
Shopify Staff
1183 81 140

@switcheries wrote:

Hi Sophia,

It's been 10 business days now and the status of the payouts are still paid. I have contacted the bank and they have sent me the return ID. Please let me know how long do I need to wait for Shopify to change the status from paid to failed? And how long should I expect my failed payout to be sent? Thanks!


It's good to hear that the bank was able to confirm that the payout is on it's way back. To clarify, the 5-7 business day return period begins once the bank has received and processed the payout attempt, and this is typically 24-72 hours after the payout date you see in the admin. I can't provide a more specific timeline than this, but our team can take a closer look at the account with you if you'd like to get in touch with us via the Shopify Help Center.

Sophia | 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