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Why aren't Klarna payments showing in my next payout?

JarnoBroekkamp
Excursionist
33 0 4

Hello,

 

I have fulfilled and delivered two orders and the customers paid by Klarna. With the track and trace codes i can see that the orders are also delivered, but on the "next payout" it still stays at 0,00. How can i recieve the payout. Also i checked the "manage" section and payments are automatically captured after checkout, anyone has some idea how long it takes for me to recieve the pay

Accepted Solution (1)

Mac
Shopify Staff
1673 169 270

This is an accepted solution.

Hi, @JarnoBroekkamp!
Thanks for reaching out in our Community Forums and for sharing your concern, I’d be happy to help.

 

It seems that you are using the Klarna payment gateway through Shopify Payments. To provide some context, when a customer places an order and chooses the Klarna payment option, the funds should be included in your next Shopify Payments payout. To check the status of the payment, you can go to the timeline of the order. Do you see any indication that the payment was successfully captured? If it was, have you made any refunds or taken any actions that could potentially reduce your payout?

 

We’d also be happy to continue assisting you through the available contact methods in our Help Center.  If you see the chat assistant, you can ask to contact support and it'll guide you with your next steps on how to connect with a team member. Once you get in touch with support, we will be able to take a closer look at your payout.

 

Please review these details and let me know if you have any further questions or concerns.

Mac | Social Care @ Shopify 
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Replies 11 (11)

Mac
Shopify Staff
1673 169 270

This is an accepted solution.

Hi, @JarnoBroekkamp!
Thanks for reaching out in our Community Forums and for sharing your concern, I’d be happy to help.

 

It seems that you are using the Klarna payment gateway through Shopify Payments. To provide some context, when a customer places an order and chooses the Klarna payment option, the funds should be included in your next Shopify Payments payout. To check the status of the payment, you can go to the timeline of the order. Do you see any indication that the payment was successfully captured? If it was, have you made any refunds or taken any actions that could potentially reduce your payout?

 

We’d also be happy to continue assisting you through the available contact methods in our Help Center.  If you see the chat assistant, you can ask to contact support and it'll guide you with your next steps on how to connect with a team member. Once you get in touch with support, we will be able to take a closer look at your payout.

 

Please review these details and let me know if you have any further questions or concerns.

Mac | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

bpsales
Visitor
1 0 0

I'm having a similar issue. How did you resolve this? Any advice would be gratefully appreiated!

Mac
Shopify Staff
1673 169 270

Hi, @bpsales!

Thank you for joining this thread.

 

I understand that you are facing a similar issue with your payouts through the Klarna Payment gateway. Allow me to provide some context:

When a customer places an order and uses a Klarna payment option to pay, the funds are paid to you in your next Shopify Payments payout. To resolve this issue, please double-check your pay period and payout schedules to ensure that they are set up correctly. Additionally, review your next payout to see if you have made any refunds or taken any actions that could potentially reduce your payout.

 

If you still do not see the order in question, please navigate to the individual order and view the timeline. Here, you will find more details about the order, including the status of the payment. Check if there is any indication that the payment was successfully captured.

 

We’d also be happy to continue assisting you through the available contact methods in our Help Center.  If you see the chat assistant, you can ask to contact support and it'll guide you with your next steps on how to connect with a team member. Once you get in touch with support, we will be able to take a closer look at your payout.

Mac | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Josh2024
Visitor
3 0 0

I am also having the same issue so we run a small towing company and we left Square and switched over to you guys because we're going to start selling batteries and some stuff online but majority of the payments that we do we do for roadside service and we will charge to customers card in person and we also deal with insurance companies when we do calls to them they generate a virtual credit card through email where we have to manually type the numbers in to collect the payments which I had done last week and I see on the payout it says pending but I have not gotten any other notifications or the money into our account yet

Josh2024
Visitor
3 0 0

It also says my payouts are on hold and I want to know the reason why

Mac
Shopify Staff
1673 169 270

Hi, @Josh2024.

Thank you for joining this thread.

 

I appreciate you for taking the time to outline your situation. You mentioned that your payouts are on hold so this may very well be the reason as to why your recent order has not been paid out yet. To provide some context, this is likely a standard review for your account which will need some time to be completed. Sometimes it can be solved on its own, or sometimes you will need to upload a few documents to verify the review.

 

Have you checked your inbox to see if you received any correspondence from our team? You can also check if you see any red or orange banners on the home screen of your admin section after you log in? These banners usually flag what the issue can be with your Shopify Payments account. Do you see anything asking you for additional information? If you weren't sure, you can take a screenshot of the top of your homepage and I can help you with identifying what the banners mean.

 

If you have already submitted the documents, then our team will review them and the banner will be removed, if more information is needed, then you will receive a new banner on your admin.

 

I know that this is not ideal as you just started your business, but I can assure you that our team is doing our best to work on this for you. 

Mac | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
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Josh2024
Visitor
3 0 0

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LastRep
Tourist
8 0 1

Hey Mac, I have the similar issue. I received and order that was captured via Afterpay 2 weeks ago. I have not changed my payout schedule and I do not have payouts on hold. The payout is not even pending, I need help with this issue.

Tradesuppliesuk
Visitor
1 0 0

Hi, I have recently uploaded my bank statements and utilities bills as evidence to approve shopify payments. I done all this 7 days ago now however all of our payments are still pending. We really need to be able to withdraw our money soon. Anyone got any ideas how long this takes or is it something I’m doing wrong. Happy to supply more info when required to get this solved asap 

Flexfitness333
Visitor
1 0 0

Hi I’m trying to withdraw my money from an order but it is saying payout status is pending why is this ?

Mac
Shopify Staff
1673 169 270

Hi, @Flexfitness333!

Thanks for joining the thread.

 

I understand that you are having some issues with your payout status pending. The All payouts section lists all of your payouts and their current status, described in the getting paid with Shopify Payments doc. Transactions share the same status as payouts with the addition of the Pending status. Transactions marked as Pending are for sales that you've made, but that haven't been sent to your bank account yet.

 

If you would like to learn more about the payment method used, please navigate to the individual order and view the timeline. Here, you will find more details about the order, including the status of the payment. Check if there is any indication that the payment was successfully captured.

 

We’d also be happy to continue assisting you through the available contact methods in our Help Center.  If you see the chat assistant, you can ask to contact support and it'll guide you with your next steps on how to connect with a team member. Once you get in touch with support, we will be able to take a closer look at your payout.

 

Let me know how that goes!

Mac | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog