Why isn't Shopify transferring customer payments to us?

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weird shop page. the customer pay to us in normal way but shopify keep the money and not transfer to us. i am new here. and the customer getting angry of not getting product from us. i have explained becasue this website keep her money and not transfer to us. very weird. how can we do. no one reply nor refund to the customer. seems this page have some problem

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