Why are some sales not appearing in transactions?

[sugarhai]

hello, my store is brand new 

I made two sales and I can see them when I click on Orders

but when I go to Payments, View Payouts, none of my sales are there, no Payout scheduled, non paid, nothing

and when I go to Transactions, I only see one sale there that says Payout Pending

why is that?

thank you!

[Victoria · Accepted solution]

Hi, @sugarhai.

Thanks for posting here to the Shopify community! We hope you're enjoying the platform and setting up your new store.

You mentioned that two orders are showing in the Orders section however, it's not displaying in your Payouts section.

Could you advise when the orders were placed and view how the orders were processed in the Order Timeline? You can locate this section by clicking Orders > clicking into the order and scrolling down to Timeline. The reason I ask is the two orders may have been placed using a different payment method outside of Shopify Payments. For example, an order placed using the Paypal payment gateway would not display in your Payouts section.

For the pending payout, could you click View all payouts > click the date under Payout Date and see if any of the two orders match what's under Reference? I'll share a screenshot below for better visibility of where to find this section. 

You mentioned that you've just started your store and I'd like to share our Shopify Store Checklist to help you during the building process. Our checklist can ensure each area of your store is set up correctly for when you're ready to launch! 

I look forward to hearing back and learning more.

[sugarhai]

thanks so much! in case anyone reads this it was because the order was paid using paypal

[Victoria]

No problem, @sugarhai.

Glad to hear the issue has been resolved. If you have any additional questions, feel free to thread them here!

Take care. 

[3amtrends]

Hi Victoria! Ive had my store for a few weeks now, made a few sales in the first week but still haven’t received a payout. Also when I go onto my transactions list to see the orders nothing shows up

[Victoria]

Hi there, @3amtrends.

Thanks for joining the thread and congratulations on launching your store!

The length of time between the date that a customer's payment is captured and the date that your payout is sent to your bank account depends on the country that your store is based in. You can view our Supported countries for Shopify Payments for more information. 

You mentioned that you're not able to see the orders as they don't show up. Are you able to clarify what section you're viewing?

Could you try navigating to your Shopify admin > Settings > Payments section? In the Shopify Payments section, select View payouts. Could you advise if the orders are displayed there and what the Payout status shows?

[3amtrends]

Hi Victoria! So when I go into the view payouts section where it shows the transaction nothing is there, but when I go to the order timeline it says that the customer paid with bank deposit.

[Victoria]

Thanks for your follow-up, @3amtrends.

I appreciate you advising that the customer paid for their order with a bank deposit. This means you've set up a manual payment method on your store. When your customers use a manual payment method, you can arrange to receive their payment in a way that works best for them. You can send an invoice to your customer. After you receive the payment, you can then manually approve the order.

Orders that accept manual payments are marked as unpaid on the Orders page. After you receive payment for a customer's order, you can mark the order as paid on the order details page and fulfill the order as you would if they had made an online payment.