What to do when Shopify payment is pending but amount is deducted?

[Gwlnl]

Amount has been deducted from customer bank account.  Customer wants product but I have not received payment because Shopify says "payment pending, do not fulfil."  Impossible to contact Shopify.  What do I do?

[Don]

Hi there @Gwlnl!

Don here from Shopify.

Thanks for letting us know about this here on our Community forums and sorry to hear you haven't been able to get in touch with support on this issue.

For future reference, you can find your options for contacting our support team here at our help centre.

You can see how to navigate that page to find those options here in this short video guide I made. 

In terms of this pending payment you mentioned, could you supply some more context and info for us here?

Firstly, if you could let me know the payment gateway or method that was used to make this payment that will help us to determine how to proceed here.

If you haven't already, you can check for more info on this payment specifically by heading to the order itself in the Orders menu, and then scrolling down the order page for this order to see the Order Timeline.

Here you can see some more info on this order and you can click 'Information from the gateway' to see payment processing specifics.

If you can share a link to your store with me here and the order number for this specific order, I can also take a look directly there to see what we can see.

Let me know as much as you can about this situation so we can get to work together on this!

Regards,

Don

[Gwlnl]

I have tried to contact Shopify via your help centre but it is impossible.  There is no way to get anyone on chat.  

Anyway,  customer paid through iDeal.  Shopify says payment is pending but customer says money has been deducted from his account and he wants his product.    The money was paid out to account DE11 7001 1110 6021 8911 08 on 22 Jan at 19.33.  

My store is diamondpaintingplanet.com, order number is 7905.

I now have to send the customer his product, even though Shopify is not paying me.

Please contact me directly at lovettgw@gmail.com

Thanks,

Greg Lovett

[Don]

Hi again @Gwlnl!

Don from Shopify once again.

Sorry to hear you were not able to access our support options using that link and video guide.

Could you let me know the specific difficulty you encountered when following the steps I shared?

In any case, we can move forward now via email to get this checked out in greater detail, privately and securely.

I will need to send an email to the address we have listed on file for you here and will need to have a reply to that email in order to verify we are in contact with the account owner to discuss this specific issue.

Keep an eye out for my email out to the address listed here so we can get that security verification done and proceed to investigate this further alongside our escalated teams.

All the best!

Regards,

Don

[Chelseamallika]

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Hi, I am also having a similar issue with "payment pending" please help! I recently had my first sale day, I had shopify checkout option as well as PayPal checkout option. Half my orders from my 1st sale day, customers checked out with PayPal. However, I did not have a PayPal linked. So I followed the directions in my Shop Home menu to link an account. I successfully did. It's been days now and I still have not received payments. Is there something else I need to do? Is it a matter of waiting? I already shipped the orders and I'm missing roughly $200 in sales from PayPal checkouts.



Chelsea

[Don]

Hi there @Chelseamallika!

Don here from Shopify once more.

Thanks for letting us know about your situation here.

Without looking at the specifics of your account my best guess would be that these orders were handled via the default PayPal account that is created by Shopify when you set up your store.

This is put in place to ensure you don't miss out on any initial orders and you're ready to start taking payments via PayPal straight away.

Not to worry, as you'll still be able to get access to any orders paid that way!

You may have gotten an email out from PayPal already (try checking your spam or junk folders or search for 'PayPal' if you don't see it) that looks like this:

If not, you can still reach out to PayPal support to let them know what has happened and that you wish to add this new account created by Shopify to your main PayPal account as an alias. 

Let me know if you think this is not the case or if PayPal support lets you know that anything further is required on the Shopify side of things.

It sounds like you've just opened up to the public and you're already getting orders through, that's great!

Have you been running marketing for your store or do you have an existing following for your business?

Regards,

Don

[Chelseamallika]

I found the emails and I was able to solve the problem! I had to wrong
email address linked. As soon as I added my personal email to my PayPal
(not my buisness one) the funds appeared. Thank you! Instagram is my
platform I use to advertise. I previously had an Etsy store, so I already
had a history of customers! Thank you for following up with me.