Payout going to unrecognized account

[threemarsh333]

Hello, I had my first shop pay installment on my store. When I go to payouts, the last digits of the account shopify claims the deposit is going into is an account i do not recognize and never have linked to my shopify. I have also not received the money despite it saying it has been under status PAID. How is this possible and does anyone know how I can retrieve my funds? In the meantime i turned off shopify installments in my store.

[Blair]

Hi @Maleah997,

Thanks for reaching out to the Community. I'd be happy to provide some assistance with this request, to ensure it gets resolved. 

When it comes to getting paid for orders placed using Shop Pay Instalments, it would be sent to the same bank account that you use for Shopify Payments. Those payouts are processed by Affirm, but should not associated with a separate bank account. To learn more about this, you can check out our Shop Pay Instalments document as it touches on this further.

Please feel free to connect with us directly for further investigation. This will allow our support team to get you authenticated, as we wouldn't have access to any account details here through the Community. They can ensure this gets resolved so you can resume accepting Shop Pay within your store. 

Please let me know if you have any other questions.  

[SealSubs-Roan]

Hi @threemarsh333 !

The payments that were sent to your Shop pay account should be the same bank that was connected to your Shopify payments account. If you do not recognize any of the bank numbers that is connected to your account, it would be best to reach out to Shopify support team so they can further investigate this issue and take necessary actions.