Hey, @1lovelydaisies! Welcome to Shopify Community!
Are you referring to Shopify Payment payouts? If so, when your payout has a paid status, it actually means the funds have been paid by us and they're on their way to your bank. Payouts are subject to bank processing times when it is paid so it's natural that you may not see them immediately reflect in your bank statement. Bank processing times vary and they depend on your bank.
You can check your Shopify Payments bank account to ensure you have entered the right details and that the payout is going to the right account, you can follow the steps below to do this.
- In your Shopify admin, go to Settings > Payments
- Click Manage in the Shopify Payments section.
- Scroll down to Payout details and verify the last 2 digits and banking institution.
If the bank account information is incorrect, please visit https://bit.ly/3cJkx8V and log in to your account to create a support request so we can immediately investigate and help you rectify the details.
If the bank account information is correct, it's been 7 business days since the payout was paid and the payout still has a paid status but isn't in your account, you can retrieve a trace ID for the payout which you can provide to your bank by creating a support request through https://bit.ly/3cJkx8V.
If the payout status changes to failed within 10 business days, it likely means there's a problem with your bank account. You can view the payout in Settings > Shopify Payments > View payouts to find out how to resolve the problem. If you need to change your bank account details but are unable to, you can also create a support request for account-specific assistance.
If you're referring to payouts from a third-party payment gateway, you contact the payment gateway company so they can investigate.
Summer | Social Care @ Shopify
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