Why isn't my sale going through?

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I have a question about payouts. I've had a recent sale and the payout for payment isn't showing? How do I resolve this?

Reply 1 (1)
Shopify Staff
Shopify Staff
1227 312 201

Hey, @BreyanaAnderson! Welcome to Shopify Community!


Congrats on getting a sale! I hope you have a solid marketing strategy in place to help ensure those orders keep coming. If you run out of ideas for strategies, feel free to take note of the ones shared in this blog post.


Now, let's talk about your payout. It's possible you're not seeing this payout in your admin as the customer didn't use Shopify Payments to pay for their order. To confirm this is the case, please head over to your order timeline and click the payment event to find out what payment gateway was used. Here's an example of what the payment event looks like:



Click the payment event to expand the details and take note of the gateway listed there.




If it's not Shopify Payments, the payout will not appear in your admin. This will appear in your account with the third-party payment gateway so you may access it or contact their support team to view the payout.


If the gateway used was Shopify Payments and the payout doesn't appear in Settings > Payments > Shopify Payments > View payouts, please visit https://bit.ly/3cJkx8V and log in to your account to create a support request so we can investigate. Thanks!

Summer | Social Care @ Shopify 
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