Why is there no December payout from my online store?

[chhd2693]

Why is Shopify not making any payouts in the month of December? We received payouts in November yet we're about 3 weeks into the month of December and they have not made a single payout to our bank account. We've called customer service 3 times and no one is willing to answer why this is happening.... pretty strange.... 

[Sophia]

Hi, @chhd2693!

Do you have any other payment methods enabled in your store? For example, if you have both Shopify Payments and PayPal, it's possible that there haven't been any purchases through Shopify Payments yet. Orders processed by a third-party payment method will not appear on a Shopify Payments payout.

There are a couple places in your admin you can check to find payout details. The first place to check is under Settings > Payments. In the Shopify Payments section, click View payouts. From here, you should be able to see whether there is a pending payout or whether there is an issue such as a failed payout. If there is an issue, there should be a banner in this section explaining what the issue is, and you can contact our team via the Shopify Help Center  for more information.

The other place to check is under Orders. If you click on any of the orders processed in December, you can view the order's Timeline for details on the payment method. If the order was processed with Shopify Payments, the Timeline will show you the expected payout date.