Why is my customer's Shop Pay installment payment not showing in payouts?

[magnoliahoney]

A customer paid using Shop Pay Installments, and the transaction is missing in the payouts section, even though the order shows it was paid.

I tried going to admin>finances>payouts>transactions>more filters>payment type>shop installment payments. It does not show any installment payments since September of 2023.

For a separate order from August 2023, this same customer returned an item for a refund and paid using shop payments. The refund shows successful from the order page. The refunded amount was taken out of my account, but the customer showed me her bank statement where the refund was never returned to her. 

Any help on either of these issues would be greatly a