Why is my payment not showing after a completed sale?

[Saffron4]

I have made one sale on my site however while the order is fulfilled and completed there is no payout for the money visible. 

[Erin]

Hi, @Saffron4. I'm happy to help you out with this! Which payment gateways are you currently using to accept payments?

If the payment is completed and you aren't seeing it in your Shopify Payments payouts, it's possible the order was placed using a different payment gateway. For example, PayPal. You can double check this by reviewing the order timeline for this order. If you expand the payment details there, you can find more information about the payment gateway used and the status of the payment.

Your payouts will depend on the payment gateway being used so once I have more information about the payment gateway you used for this payment, I can share more advice to help further. That being said, if you are using Shopify Payments you can view and schedule your upcoming payouts by following the steps in this guide. If you are using a different payment gateway, you would be paid by them directly and your payouts won't be visible within Shopify.

Please let me know if you have any questions!

[hollyonline]

Hi Erin,

I have had 5 orders this month.

2 on paypal, 2 with Visa's and 1 with a Mastercard on ShopPay.

I can see the payments in my paypal from the paypal shopper.

The 3 other sales are not showing that I have a payout due and I don't have the money in my bank account.

Could you please assist?

I am desperate for this money.

Thank-you!

[Erin]

Hi, @hollyonline. Thank you for sharing that context! I can definitely understand why you want more information on what happened here.

For the most accurate help with this I recommend speaking with our support team through the Help Center. We can't see your payout details here over the Shopify Community, but if you speak with us through the page I shared we can review this with you in more detail.

That being said, I'm still happy to answer what I can here. Have you had a chance to review your order timeline for the orders you're missing payouts for? If so, were there any details about the payments mentioned there? Also, to check, were these orders placed through Shop Pay or Shop Pay Installments?

Happy to help if you have more questions!