Hey, @Hanleyv! Welcome to Shopify Community!
I'd love to assist you with your pending Shopify Payments payouts. There are a few known reasons as to why payouts would have a pending status. Some common ones are:
- Your payouts schedule is set to every month.
- Transactions will show a Pending status if they're scheduled to be included in an upcoming payout, and the status does not change until 1-3 days after it begins processing on the payout date shown on the transaction page. If your payouts are scheduled to be sent monthly and the payout date hasn't come, this is the reason why they're currently pending. To confirm if your payout has a monthly schedule or to change the schedule, you can refer to this guide on the Help Center.
- You haven't completed your Shopify Payments setup.
- The Shopify Payments setup needs to be completed in order for payouts to be sent to your bank account. Once you do this and enter in your banking information, we will make an attempt to deposit the funds. This attempt will usually be made within 3 business days however it depends on your payout schedule. You can refer to this guide to complete the setup.
- You're refunding or getting chargebacks quicker than you are taking in orders.
- Refunds and chargebacks result in negative balances and in certain regions, funds are collected from positive balances in the Shopfiy Payments account. When there is a negative balance on an account we will not generate a new payout until the negative balance is covered by future payouts. This causes all transactions listed on the transaction page to be listed as Pending. Once the balance in your account becomes positive, payouts will resume, and the payment status on these transactions should update to Paid.
I hope one of these points provide clarification on your payout situation. If none of them are relevant, our support team will need to take a look at the payouts to see why they are pending. In this case, creating a support ticket is the next best step, however, I understand you've tried to do this to no avail. If you find that you need to contact our support team, I suggest performing local troubleshooting to try to fix the issue you're encountering when attempting to create a support ticket. I'll list the steps you can try below.
- Clear the cookies and cache of your browser. After this, completely reboot the browser.
- Try a different web browser, as well as an incognito window or private browsing window to rule out any browser issues.
If you are still experiencing the error using incognito, confirm you have disabled browser extensions as these can change how the pages look.
- Ensure the web browser is up to date on the latest version.
- Try another device, such as another computer or mobile phone.
- Try another internet connection (switching to a cellular network on a phone rather than wifi, for example).
- Ensure you do not have any firewalls or pop up blockers enabled on your device as these can interfere.
If you aren't able to contact our support team after following the steps above and you still need help with our payouts, let me know what's preventing you from creating a support ticket and I'll help you further.
Summer | Social Care @ Shopify
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