Paypal Business not receiving payment from Shopify

[TAS1964]

Hi Everyone.
I opened my shopify store at the end of August. I made my first sale on Sept. 13. I had my paypal account setup but not a business account. I created the business account and followed all the steps in Shopify to connect the two accounts, giving permissions so Paypal will receive the payments.
No luck. I haven't received my shopify payment on Paypal yet. I have been trying for over a week to get help and get this issue resolved with absolutely no luck. I have run up against a wall and no one seems to be able to resolve this issue. I have followed the same steps over and over and nothing is changing. I'm at a total loss as to what to do now. The time is running out and I will lose the money from my first sale if this can't be fixed. I'm open to all and any suggestions on how I can fix this so that I can start to receive my money. Thanks in advance!

[Holly]

Hi @TAS1964 

Thanks for reaching out to us about this. We definitely want you to get paid as soon as possible. 

It seems as though you've followed all the necessary steps to connect PayPal business account with Shopify. Can you double check the timeline of the order in question to see if there were any error messages during the transaction? Simply click on the order and scroll to the "Timeline" section of the page. 

If all appears in good standing there, that means that the PayPal transaction was successful and our system routed the information directly to PayPal. I've heard in some cases that payouts can lay in limbo with PayPal - especially with the first batch of orders.

When you log into your PayPal account, can you see any holds or pending payments anywhere? Have you tried contacting PayPal directly about this?

[TAS1964]

Hi Holly,

Thanks for getting back to me on this issue.
I received the order on Sept 13, 2023. The payment was accepted and I did a capture which I'm assuming was the right thing to do. I created my Paypal Business account using my business email and confirmed. According to the timeline on Shopify, the payment is still pending and also states the following; unilateral : The payment is pending because it was made to an email address that is not yet registered or confirmed. According to Paypal my email is verified and confirmed, so I don't know what to do or who to contact because I keep receiving the same instructions and when I implement the steps nothing changes, no payout, no money received. I've contacted shopify multiple times and also Paypal but nothing is working to change the status of my payment. Time is running out and I'm going to lose my money if this isn't fixed. Only I don't know how to get this fixed. Thanks for your help.

[Holly]

I see - thanks for that clarification. Can you tell me more about what you mean when you say you captured the payment? Please walk me through that.

It'll be difficult to continue troubleshooting this here because I cannot access your account information. Only our support team can do that. When is the last time you spoke to one of our advisors? Did you happen to speak to PayPal afterwards? The reason I ask is because the context you gave me above would allow our support advisors to escalate this for you internally.

Please let me know. 

[JamesdAvies]

Hello I am having the same issue with my first sale as-well 

kind regards James

[TAS1964]

Hi James.
After way too many back and forth and getting no where fast. I managed to figure out what the issue was for my situation. It turns out that the email I used when I created my Shopify account wasn't the same email I used to create my PayPal Business account. This is what kept my running in circles.
Because of this unknown oversight on my part, I wasn't getting my money when someone used PayPal to make a purchase. Once I figured this out I just canceled / closed, my first PayPal Business account that I created using the wrong email address.
Then I created a new PayPal Business account with the correct email address and bam my money showed up as pending in the new PayPal business account almost right away. Paypal held the money for 21 days, then it was deposited into my account. Since then no issues. Fingers crossed.

So in my case I wasn't using the same email address that I used to create my Shopify account. Just make sure that both emails are the same and you should be okay. Good luck.