Why is my customer's credit card payment still not deposited?

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I had a customer pay with a credit card. Completed order on our end, it's been fulfilled and delivered. Says the money will be deposited on the next payout. That was on Oct. 29th the order is now archived and still haven't received payout. How do I reach someone and actually find out what's going on? Seems this discussion board is the only way to get any answers. 

Thanks in advance! 


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Read the forums. You will not get to speak with anyone and they will hold several thousand from you for up to 6 months. They have recently put many people out of business. I am going out of business over this at the moment. They will not provide you with any information and will not communicate with you other than a chat bot “advisor” that claims to escalate your ticket. I’m looking into class action as I will not let this go. I worked hard my entire life for them to bankrupt me and tank my business. 

Shopify Staff
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Hi @TanyaN,


Thank you for reaching out to the Community. I'm happy to provide some assistance with your payouts, to ensure this gets resolved. To gather a bit more information, does the current payout have a status associated with it (i.e in transit, pending, paid)?


If not, I'd encourage you to connect with us directlyThis will allow our support team to take a closer look, as we wouldn't have access to any details through the Community. They will be able to review the payout in question and share a bit more information on when it's expected to be deposited. 


To connect with us, you can:


  • Head over to our Help Center.

  • Enter into the chat box Contact Support.

  • Log into your shop.

  • Select one of the available support options.


Please let me know if you have any other questions or concerns. 

Blair | Shopify 
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