Why are my sales payouts still pending after 3 months?

[Melony1]

Hi! Our first sale was made on the 17/10/23 & the status of the payout is still “pending”. Since then, we’ve had several payments and they’re all “pending”. Can someone please assist?

[jaynew_]

Were you able to get this fixed? What was your issue? I'm experiencing the same thing

[infojsskin]

if you find an answer let me know

[Blair]

Hi @Melony1 & @jaynew_,

Thank you for reaching out to the Community! I'd be happy to provide some assistance with this request, to ensure it gets resolved. To gather a bit more information, are you seeing a payout date available?

If not, I'd encourage you to connect with us directly. This will allow our support team to get you authenticated, as we wouldn't have access to any account-specific information through the Community. They will be able to investigate further to ensure this gets resolved. 

To connect, you can: 

• Head over to our Help Center: https://shopify.link/KWb8
• In the virtual assistance chat box, type 'Contact Support'
• This will prompt you to log into your shop
• Once logged in, you will see the option to chat with an advisor

Please let me know if you have any other questions. 

[jaynew_]

Is this really a response....?? NO there is NO payout date available. I contacted support with an escalated support ticket 10 days ago with ZERO response even after reaching back out multiple times. At what point does this become criminal?

[youngzokim]

Having exactly the same problem here. Live chat is a joke. They know nothing. I wish I could cancel this account but can't as there are pending transactions. IT IS CRIMINAL

[infojsskin]

I am currently having this same issue and  support chat does nothing but give me a new  ticket number and tell me that my case has been escalated to the payment team ....I havent been paid since July 3rd

[whimsicalwoods]

SAME ISSUE. This is absolutely unprofessional. I have been with Shopify for years and have never had this issue. The fact that they can't email back an update or keep me in the loop of where MY money is, is absurd. I moved over all my handmade back to Etsy because of this. I haven't received a payout since Aug 2nd , and it just keeps adding up in "receivables" and pending payouts.

[celestetorres]

I have a question- because the exact same is happening to me with NO follow up's, it's horrible and putting my family in an awful situation! Do you use Shopify Balance for receiving your money? I'm wondering if there is some sort of explanation this is happening associated with Shopify balance. Just curious

[infojsskin]

The live chat doesn't help they  create tickets tell you they understand and 5 days later your payments are still pending and you are still clueless as to what is missing if anything

[Melony1]

Hi all! It got fixed! We called and it was because we didn’t have our 2 step authorization or 2 factor authorization in security. So once you switch this on, it might help! 

[infojsskin]

I checked to see if that was the issue it wasnt ,I also checked the payout schedule not that either...I have been writing the live chat group for almost a month ...any suggestions

[infojsskin]

I noticed you said said you called.....whom? and what number

[mwalem]

If this is how Shopify operates, then it is deeply concerning that running a business will prove to be very difficult. I have experience working with Amazon and eBay, and they do not delay payments for such extended periods. Could the higher management at Shopify please investigate this matter? I am currently facing a similar situation with a pending payment, without receiving any email or reasons for the delay.

[Greta · Accepted solution]

Hi, @mwalem!

I'm sorry to hear about the delay. I recommend clicking the bell icon at the top of your admin to see if there are any outstanding requests regarding your account. If not, you can contact our live support team by following the steps my colleague Blair shared above. 

Please let me know if you have any other questions! 

[mwalem]

Help please. There is nothing in the bell

[Greta]

Thanks for confirming, @mwalem.

In that case, I recommend contacting our live support team so we can investigate further. To do so, follow these steps:

1. Head over to the Help Center.
2. Enter the details of your question into the chat assistant.
3. Wait for the chat assistant's response and click I still need help.
4. Follow the prompts to be connected with a Support Advisor. 

Let me know if you have any other questions! 

[infojsskin]

That doesnt work you need to offer phone calls to help people resolve the payments issues...I have chatted with 10 of those support advisors .....and where am i now....looking for answers from the community ..so dont give people false hope.

[infojsskin]

Good luck in having someone answer you in a timely manner

[infojsskin]

Same Same

[infojsskin]

if you find help please post it

[infojsskin]

did you get it sorted

[ISTL]

I'm having the same issue. All payments have been held since March... Been to the bank and the account is working fine, shopify still able to take money out for subscriptions, but no income...

[Moira]

Hey there! 

I recommend checking your Shopify admin for any messages or warnings related to your Shopify Payments account. There might be verification documents that need to be submitted, which could be causing the pending status on some transactions.

If you're unable to determine the cause of these pending transactions and the information provided above doesn't offer more insight, please don't hesitate to reach out to our support team via our help centre here at this link. They will be able to investigate the transactions further and provide you with more specific assistance.

[ISTL]

Hey - I have checked everything. Even been to my bank and there are no issues. No notifications, nothing. Just randomly stopped paying me out one random day in March. I have already contacted the support team and was just given a ticket number. I actually want to talk directly to someone over the phone about issues like this because shopify is blaming the bank and the bank account, and the bank is saying everything is okay on their end. 

[msp24]

I've been in business with Shopify for 10 years and this has NEVER happened.  Shopify will make small payouts daily, like $200 - $800, with no problem but is currently withholding $31K and counting.  Of course they are still billing me on the regular and they get paid IMMEDIATELY.  

[ISTL]

So after going back and forth between my closest bank brand and shopify
chat - I resolved the issue myself. For me it was a matter up just entering
the same bank details again... no idea why but this fixed the issue for me

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Abby
Founder, Indian Summer The Label

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[msp24]

FINALLY!  YES!  No thanks to Shopify Support of course, but to you, ISTL.  Thanks for posting. 

I updated my banking information (although it is not new and been the same for years) for the 5th time and voila, money.  There was no notification in my admin, no message from Shopify and no guidance from Support with multiple escalated tickets that this needed to be done.

I've "updated' my banking info 4 times in the last month just to make sure.  It was obviously working because Shopify was sending small, daily deposits with no problem.  Out of desperation, I tried again and 2 hours later,  the majority of my funds moved from 'Balance' to "next payout".  Shopify support then sent congratulatory emails patting themselves on the back for a job well done with absolutely no comment regarding what they 'did' or "discovered' to resolve the ticket. If they did do anything, it would be helpful to know so it doesn't happen again.  My guess, they did nothing and it was the bank info.  

Sadly, we are on our own here guys.  So, keep trying to 'update' or re-enter your banking details as ISTL discovered and hope that it works for everyone and you get your $!

[ecccjsnv]

I have the same issue for my store, this is totally unprofessional, i received first order 25th of September and i was asking on support how long it can take to make payouts. No answers, escalating, talking nonsenses, all transactions are still pending, closing support conversations.. amazing, and try to run dropshipping store.