What's going on with Shopify Payouts? - Multiples, and weekend days?

What's going on with Shopify Payouts? - Multiples, and weekend days?

RebeccaP
Tourist
11 0 14

Normal = 1 payout per business day

This week = 2 payouts each for Thursday and Friday then payouts for Saturday and Sunday

WTH? Been on Shopify Advanced for 6 years and never seen this. My settings say payouts every business day.

payouts.jpg

Replies 61 (61)

Lena_Al-Allawi
Visitor
1 0 1

Same here! 

I get my payouts hourly since I have shopify balance. I haven't had a payout since Thursday. All of a sudden Thursdays payout is scheduled for Sunday instead of getting it within the hour. 

Today is Sunday and nothing. 

They can't tell me anything. Why have shopify balance when they don't keep their end if the bargain and payout when they say they're going to. 

jennywu79
Tourist
8 0 2

they have not paid me since SEp 30 although my account is in good standing. Case open and escalated without any respond. Awful and shady company. One day they will not pay you

Screenshot 2024-10-06 084308.jpg

Mackpeyton20
Tourist
17 0 2

I haven’t been paid in 42 days. Each payout failed. Changed to Shopify balance, it says paid. No pending charges or balance. $0 in each. 

customer service didn’t help a single bit. 

skinfoodie
Excursionist
10 0 5

Hello ALL

I have the same issues. This is destructive and destroying. No help on chat.  Total BS for hours on Chat.   WHO KNOWS ANOTHER PAYMENT Processor. I am going to switch and close Shopify Payments.     Thanks

skinfoodie
Excursionist
10 0 5

Hi - any updates by chance>  We have same problems, and now we cannot get the paypal money from those orders.

KOlsen
Tourist
4 0 4

We've been experiencing the same thing.  It's a payout every day, but then the weekend "payouts" don't hit until Monday.  So we have 3-4 separate payouts for Monday morning. 

 

This has been happening since mid-September, and it's driving me nuts. 

NataD
Tourist
4 0 3

It's driving me nuts as well. With no heads-up, they just changed it to two payouts per day. It also looks like the second payout is always one day later than the first one,

jeremywh
Excursionist
12 0 10

We've been seeing the exact same thing.  We're also set up to get payouts every business day, and since around Oct 4, 2024, our Shopify Payments batch, which is our credit card and mobile wallet transactions, have been getting split into two payouts, and we have so far been unable to determine what the difference is between each batch. 

 

We thought at first the mobile wallet payments (Apple Pay, Shop Pay, etc) were being separated out from the ones where the credit card number is getting entered directly, but we've found both types in both batches.  It also doesn't appear to be by credit card brand, the financial institution or bank that issued the card, country of origin of the card/buyer, or timing of the payment capture. 

 

The only common link we've been able to find within Shopify is in the "Transaction message" field from the captured transactions in the orders themselves.  One batch has no transaction message, but the other batch has something like "Transaction approved".  Also, we noticed that the authorization key has a different format between the two groups.  But I think those are symptoms of whatever is really going on behind the scenes rather than the cause.  We've also noticed that the description on our bank's website has a difference in the letter casing between the two, with one being "SHOPIFY/TRANSFER" and the other being "shopify/TRANSFER".

 

It would be great to know what's going on because it's negatively affecting our ability to keeps things straight on the bookkeeping side.

 

jeremywh
Excursionist
12 0 10

I can't edit my post above any longer, so hopefully others will see this since I'm putting my updates in replies to myself.

 

First, I want to correct myself.  I originally said above that both the mobile wallet payments and the directly entered credit card payments were in both payouts.  It turns out I was wrong.  After going back through every single order in all of our new smaller payouts, it turns out that both payouts DO have mobile wallet payments in them, but only the larger payouts have the credit card payments.  The smaller payouts don't have any direct credit card payments.

 

Second, I want to add a couple of other things I found.

 

The differences I noticed in regards to the "transaction message" field and the format of the authorization key exist for both the payment authorization and the payment capture on the order.  We capture payment only after the order has been fulfilled, so for us there is usually a day or three between the order getting placed and being shipped.  This can work as a little heads up about which way a given order may wind up going.  One interesting note here is that for the orders in the larger payout, the authorization key is the same in both the payment authorization and the payment capture.  But in the smaller payout, these keys are different within the same order.

 

Another thing I noticed was, when looking at the receiptjson field in the API, all of the orders that wind up in the smaller payout have links and references to Paypal.  But the weird thing is that these were NOT paid via Paypal.  They're all Shop Pay and Apple Pay.  Our orders that are actually paid via Paypal don't even show up in Shopify's payouts and transactions, which makes sense.  I just don't understand why the Shop/Apple Pay orders in the smaller payout have the Paypal references and the ones showing up in the larger payout do not.

 

Finally, we have also run into a couple of orders that were edited to add items after they were initially placed, but before payment was captured.  Even if the customer used the same credit card before and after the edit, but switched to entering the credit card info directly instead of using Shop Pay or Apple Pay, the payout for that order was actually split between the two payouts!  That one is particularly annoying because it means that the money for a single order gets split across multiple days.  We have the same thing happen if an item gets added to an order and the first payment was with Paypal but the second is via credit card or mobile wallet.  But in that case, with the payouts coming from different sources (Paypal and Shopify Payments) that one made more sense, at least.

 

I'm not sure how much these observances translate to other stores, but they're just things we've noticed in ours.  I'll continue to follow up if I find anything else.

cserv2024
Tourist
4 0 2

Same issue here. We also have Paypal Express Checkout as a payment option. Our Shopify Payments are set for weekly payouts but we're receiving some payouts daily, some multiple times a day, and a large batch on the regular weekly payout date. Shopify support told me on 10/7 that this is an issue with the Paypal migration to Shopify Payments. They said that Paypal transactions would be paid out daily, not based on the payout frequency selected in settings. All of the transactions that are in the small daily batches have references to "https://api.paypal.com" in the gateway details, even though the order timeline says "Mastercard via Apple Pay" or "Visa via Shop Pay".


It's interesting that they keep giving different excuses for the problem.

jeremywh
Excursionist
12 0 10

I found another link to the idea of this being somewhat tied to Paypal.  For those same order transactions that have the Paypal URL references, I've also noticed that the format of the transaction authorization key (transactions > authorizationCode in the API) matches the format of the key on orders that actually showed that they were paid via Paypal.

skinfoodie
Excursionist
10 0 5

I don't know how to start a new post. So I am writing here.  I am LIVE on Chat AGAIN with the Shopify Chat Advisor.  Here are a few portions of the convos.

 ME:

  • According to the information available it seems that is being hold by Paypal, and they are waiting for the funds to be reflected.

  • It seems to the fund are in the process from leaving Shopify to be reflected on your PayPal payments, this process usually doesn't take this long, but for some reason it hasn't impacted your account. I was talking and it seems that what we can do for now is to escalate this request again, and keep the highest priority, I am still in contact with the support team but this can take longer that expected, I will be keeping you updated over email. 

     

skinfoodie
Excursionist
10 0 5

TODAY CHAT CONTINUE:  Final Resolution?  Same old same old.......

THEM:

  • J, we need to know that you are still connected since the chat can close if it doesnt have an active interaction and I didn't want to lose you. After talking to the specialized team the best option available is to escalate the case again so the case get more visibility and hopefully a much faster resolution since I now that you need a response, I am not going to make false promises like the previous agents since we do not have the information of when you will get the funds back, since this is Shopify core support, however with the different escalations that you have active at the moment and the one I am going to place, it is more likely that you get a sooner reply.I am aware that you need your fund since they should have impacted your account a long time ago."

CherokeeSoap
Tourist
3 0 3

Dafuq do we do?!. lol 💖 

skinfoodie
Excursionist
10 0 5

And here is the Topping on the Cake for the day.  After hours on Chat, about the fact that our Paypal Payments are hijacked, not visable on Paypal. We have no paypal funds, they are "gone" and yet customers paid and placed the order..............

 

  Hi there, S_ _ _ _ _  here from the Merchant Verification team. I'm reaching out to assist with theShopify Payments Account on your store 
I apologize for any confusion you have, but we are not PayPal. If you're missing payouts from their checkout, please reach out to their customer support for assistance 1 (877) 569-1116. Unfortunately, we don’t manage any financial aspects related to PayPal transactions.
Kind regards,
S _ _ _ _  | Merchant Verification

CherokeeSoap
Tourist
3 0 3

I see complaints but I don't see how it got resolved

kd312
Excursionist
14 0 16

We've experienced the same.  VERY frustrating, and complicates our bookkeeping for payouts, adding too much time to a simple task.  The cause:

Shopify Support tells me that ShopPay payments will now be separate from other payouts (e.g. credit card).  They first claimed they were working on a fix.  Then a new rep jumped into my thread and said that's not true, we're stuck with it.  I'm probably going to turn off Shop Pay as a payment option to see if it goes back to one payout per business day, as it should be.  Is anyone experiencing these multiple payouts WITHOUT Shop Pay?

KOlsen
Tourist
4 0 4

We use Shop Pay, but I double checked multiple payouts for the payment breakdown you said Support mentioned.  Apple Pay, regular CC, and Shop Pay are all intermingled and being split off to additional payouts regardless of payment type. 

 

If Shopify is trying to split payment types into their own payouts, they definitely screwed something up.  Is splitting the payment types beneficial to anyone?  I don't see a use for it on our end. 

 

Please let us know if turning it off and back on again works!  If a "reset" is all that's needed to fix this, that would be great.  

kd312
Excursionist
14 0 16

They told me that they are are now using "multiple payment processors" which is resulting in the payouts being split up.  If folks in this community thread could let Shopify Support know that they are being negatively affected, perhaps that feedback would encourage them to fix it. 🤞

RebeccaP
Tourist
11 0 14

I have done so, hope everyone else will too

KOlsen
Tourist
4 0 4

I just did as well.  I don't have very high hopes, but at least they're aware. 

jeremywh
Excursionist
12 0 10

We have, too.

jeremywh
Excursionist
12 0 10

If you wind up turning off Shop Pay, I'd be really interested to know your results.  Especially if you also accept Apple Pay.  For us, we have both Shop Pay and Apple Pay showing up in both payouts.

kd312
Excursionist
14 0 16

Turned off ShopPay.  It does not seem to have resolved the issue.

 

jeremywh
Excursionist
12 0 10

Thank you!  I appreciate the follow up.

RebeccaP
Tourist
11 0 14

I appreciate everyone's input on this. From all that's been shared, it sounds like in general, Shopify payout frequency is a bit of a train wreck right now in ways and for reasons that aren't obvious. And... unfortunately, there have been no clear or consistent answers (much less proactive messaging) from the company about why this is happening and whether or when it will be rectified. Hopefully they figure this out and fix it soon.

kdtoptier
Tourist
8 0 2

Hey I am having this SAME ISSUE. They could not give me any clear reason or explanation, other than they will escalate it to the payments team. I assumed that it was because of the holiday but that can't be the case because my payout for the 9th is still pending but I received a payout on the 10th, and my 11th payout is still pending. I find it interesting that there is no clear answer and that they are giving different answers to everyone. I will assume it will all be resolved tomorrow (Monday)

If the are paying payouts in "batches" it would've been great to be told that beforehand. IF anyone has found a legit solution let me know.

kd312
Excursionist
14 0 16

Just to manage your expectations, my initial contact to support was Sept 25.  I was initially told they're working on a solution.  Then another rep was more transparent and said that's not true.  As of Oct 1, I was told they are NOT working on a solution, and this would be the way payouts are handled going forward.  Unless they hear a lot of complaints, or in my case, stop offering ShopPay --> Shopify loses money, I don't know that a fix is forthcoming any time soon.  Make your voices heard, folks.

LMNOP123
Visitor
2 0 1

Same issue for me but I have monthly payments set up. This is incredibly challenging for bookkeeping. 

I plan to try the suggestion to turn off shop pay and see if that resolves the issue. 

kdtoptier
Tourist
8 0 2

If you have your payouts connected to your Balance account, change it to your bank account. I did that and got mine within the next two days. Trust me it works.

kd312
Excursionist
14 0 16

Ours goes to our bank account, and always has.  Are you saying if we switch it to Balance, wait a day, then switch it back to Bank Account, that might reset something?

KOlsen
Tourist
4 0 4

We also have ours linked to our bank account and not our balance.  Unless turning it off and on again would work, then it would still be an issue, regardless of your payout rate.  

 

That being said...does that actually work?  Have you tested this yourself? 

LMNOP123
Visitor
2 0 1

Thanks for the suggestion! It looks like I don't even have a Balance account set up. Are you suggesting I set one up, change payouts to it, then change them back to my bank account?

 

For testing purposes, turning off shop pay did not solve the problem. This is frustrating.

kdtoptier
Tourist
8 0 2

Change it. Wait about 24 hours and then you'll see those payments batched together scheduled to your bank account. There's glitches in Shopify's bank.

donuts15
Visitor
2 0 0

Has anyone else been getting multiple payments like 10-13 a day? I will get a payout that says paid under payouts that does not show up in my balance for another 2-3 days. I have always used shopify balance and never had problems with payouts showing up multiple days after it is marked paid. Also I will have 10 paysouts for one date and then only have 7 or 8 show up in my balance 

kdtoptier
Tourist
8 0 2

Change it from Shopify balance to your bank account 

KayeJ1
Visitor
1 0 0

I’ve always only used Shopify Balance and then transferred it later to Bank account. Do you still have option for daily payouts if you only use bank account? 

Mackpeyton20
Tourist
17 0 2

I haven’t been paid in 42 days. Each payout failed with my bank accounts. Changed to Shopify balance, it says paid. No pending charges or balance. $0 in each. 

customer service didn’t help a single bit. 

cserv2024
Tourist
4 0 2

Update from Shopify:
"About the payout frequency issue you mentioned, they are not related to wallet migration itself. They are related to introduction of second payment provider to process your Shopify Payments transactions in the U.S.
- You’ll see two payouts since each provider sends payouts for transactions they process separately.
- Payouts from the new provider aren't yet honoring the set payout frequency & descriptor. Payouts are happening daily with "Shopify-" as the descriptor. We're working on fixing this, and it should be sorted in a weeks or sooner. Note - for transactions processed by the second provider, Payout reports might show weekends as "Payout Date", but banks won't process them until Monday."

donuts15
Visitor
2 0 0
Hi I am not seeing 2 payouts I am seeing 10-15 payouts
QamarKhan
Visitor
3 0 2

So in my case what's happening is that the second payouts for every day are missing from my bank account. e.g for October 17th i had two batch of payouts. The first one reach my bank but the second one is missing. It has happened to multiple payouts. Still waiting for a response from Shopify. Anyone else experiencing this?

sbsandiego
Tourist
10 0 11

Yes, the same here. It has just become a guessing game of when our payments will actually arrive. Not sure I've ever been this frustrated. Shopify support has been less than supportive - multiple run around responses with no answers or clarity. 

sbsandiego
Tourist
10 0 11

Yes, same here. I've had multiple support chats this week alone over this. Total nightmare for trying to do your budget and cash flow projections. We've been using Shopify for 9 years and have never seen problems like this. It used to take 15 minutes max to update our budget/cash flow daily - I'm now spending up to an hour just trying to figure out how much more is really coming in and when, nevermind the slow and not very helpful support chats. Here are our issues, to which Shopify has said "they understand our frustrations and will report to their tech team". Ugh.

1. Incorrect payout dates. We are also getting multiple payouts daily and it seems one payout arrives on the correct date and the other arrives the day after. The payout dates are all off. Weekend dates but no actual deposits. We've also tried finding a rhyme or reason to the batch payouts but cannot see any obvious trends.

2. Payout dates on each order are changing over time. When the order is placed it will say, "this order will be added to your October X payout" and then the next day it changes to, "this order will be added to your October Y payout" which is typically the following day. Impossible to track unless you are going into each order individually to find this information.

3. No more weekend payouts on Tuesday I fear. We have relied on Tuesday as our "big" day for bank deposits as it has consistently been the sales from Friday, Saturday and Sunday. All of a sudden, just this weekend, the payout dates for Friday all say they are being paid out on Wednesday instead. This is a big problem as our payroll is tied to the Tuesdays. Obviously can change moving forward, if need be, but having this as a surprise and no one admitting that there is any change happening other than new processors is SO frustrating. We will have bounced checks this week.

3. Shopify Installments - this has become a complete guessing game. The only way to know that someone paid with it is to run a report and then its a guessing game as to how much the payout will be and when it will arrive. You can calculate the approximate payout amount if you want but the payout date remains a mystery until they post the transaction AFTER it has already been deposited in your account. The time it takes to track all of this isn't worth it for us so we're not even tracking them anymore which really stinks.

 

4. In a nutshell, you can't trust the reports anymore. I feel like we are being cheated somewhere which most likely we're not but the feeling is there. This is our money we're talking about. I don't think many of us are sitting on a pile of money and don't need to know exactly how much and when we will be paid. If we can't trust your reports or support, we have nothing.

This is the first time we've ever even thought of leaving Shopify. Hopeful they hear us and get this fixed ASAP.


RebeccaP
Tourist
11 0 14

Yes you really nailed it here - the big bottom line is Shopify is seriously damaging trust with longtime clients through an ongoing badly bungled corporate response (lack thereof, mostly) to a serious funds handling and reporting issue. The practical impact varies for all of us I'm sure depending how we do our bookkeeping and cashflow management but I would have to say this has changed my perception of them as a company in a way that no previous technical issues has.

sbsandiego
Tourist
10 0 11

Exactly. SO frustrated. Woke up today to orders from Sunday (last night) that have a payout date of next Saturday. So, 6 days until payout which won't happen on the weekend so really that's 8 days! Not ok when we've counted on the money from Sunday/Monday to be in our account 2 days later like clockwork for the last 9 years. I feel like we're talking into a vacuum, really not quite sure what to do.


mmanocchio
Tourist
4 0 2

UPDATE FROM SHOPIFY - sounds to me like they arent trying to actually fix the problem.....Also, they are saying they sent out emails about this but I never got any.

 

Upon checking with our team, the reason why you are getting multiple payout date is because of the new update for the payment processor of Shopify which is the Stripe and PayPal. Even you do not have PayPal being activated as payment method in the store, you are still under the option for getting payouts for the PayPal payment processor. This update has been cascaded to all the merchants who are using the Shopify Payments, and our team sent emails about this update.
 
This means that from now on, you will see that payouts being released twice in a day because of the payment processor of the Shopify Payments. Having two payment processors at once creates greater resiliency in the Shopify Payments ecosystem. Transactions can be routed to the processor that is the most likely to successfully process the transaction, and any outages could be minimized by having a secondary processor available.
 
For the logic of the orders being added on the payout schedule based on the order in your store which is the order number 19128 that is placed last October 21, 2024 at 08:56PM, and was added to the October 24 payouts, in general you will see your payouts for orders that are processed through PayPal (you can see that by expanding the Information from the gateway) paid out with a t+2 pay period (the delay between the order being paid for and the funds being added to a payout).
 
In this case, a difference of +1 or -1 is usual for payouts being allocated to payouts. If you see a big trend for inaccurate pay periods for their order transactions then we can dig deeper into matter, but a delay of 1 day on occasional payouts is not unusual.
 
Therefore, there can be a slight delay as in the 1-day delay we see in your example order. This can be caused by one of many factors in the processing of these funds. It doesn't happen with every order, but can happen occasionally.

sbsandiego
Tourist
10 0 11

No email here either. So for us to try and understand which payouts will actually arrive on the payout date, we need to physically go into each order, look at the "information from the gateway" to see who processed it, and then try to guess when when those payments will arrive? INSANE.


Just put a date on it. A max date is fine. I'd rather a happy surprise of money being early rather than late and with a bag of excuses and gaslighting.

skinfoodie
Excursionist
10 0 5

Nope no email here either

jeremywh
Excursionist
12 0 10

Have the split shopify_payments payouts mostly stopped for anyone else?  We haven't had any split since late last week (Oct 24-ish) and the only split activity we're seeing now are customer refunds for orders that happened to be part of the second payout previously.