Why did Shopify deduct money from my sale?

[Randon1]

I had my cousin purchase a shirt from my store to test it out, when I put collect payment shopify took out money from the sale instead of giving me money from the sale. I am extremely frustrated and don’t know why they did this. 

[Emily]

Hi, @Randon1.

Thank you for reaching out! 

I'm not exactly sure what has happened here. Do you mind providing a bit more context? Where did the money from the order go, and what payment gateway are you using? Once I have a bit more information, I would be happy to dig deeper into this for you. 

Please let me know if you have any further questions! I would love to learn more about your business. What type of products do you sell? 
 
Talk soon, 

[Randon1]

Im using shopify payments, I don’t  know where the money from the sale went, and why shopify took my money when I clicked collect payment. I just started my store, I was trying to sell muscle shirts and other fitness clothing. It shows on my bank account that I lost money from my shopify store, as if I was the one who purchased the shirt. Where that money went? I have no idea 

[Randon1]

Is there any way I can get back the money that I lost from my own store? at this point I don't even want to use shopify any more I just want my money back, I made a shopify store to get money and so far, I've done nothing but lose money from it. 

[Emily]

Hi, @Randon1.

Thank you for your reply. 

I'm still not exactly sure what may be happening here. Have you looked into your payouts section to see if you have a pending payout? If not, I recommend contacting our Support Team, as they can look into your account-specific information and figure out what is happening. 

Talk soon,