Why is my Shopify payment still pending after order completion?

Jerryjones7
Visitor
1 0 0

Somebody made an order Friday night  nov 24th. My payout was scheduled for today nov 29th but the payout now says pending with no date. Anybody seen this and got paid? Please help I need this money. The orders status is complete and archived and the money is in the payout balance. It just hasn’t been sent to my Shopify payments payout account. The payout status says pending. Please help.

Reply 1 (1)

Kimi
Shopify Staff
1511 169 261

Hi, @Jerryjones7.

 

To confirm, would this be the first time that you're receiving payouts on your Shopify Payments account? If that's the case, please note that new accounts have a longer waiting period for their first payout. This has been set by our banking partners and can typically be anywhere from 7 to 14 days.

 

If this isn't your first payout however, another potential reason that a store's payouts could be pending for longer than usual is due to their Shopify Payments account or payouts being on hold. When this happens, our accounts team and banking partners are currently authenticating and reviewing your account information to make sure that the information you've shared with them is accurate. You can find more information on the Shopify Payments review and verification process in this guide.
 
Generally, stores will see a red banner on their Shopify admin's homepage notifying them of a hold on their account and, where necessary, to upload requested documents from our team during this review period. Do you perhaps see a banner on your admin at all? If you do, you can follow the instructions provided in order for our accounts team and banking partners to continue with their review of your account. If you don't see a banner on your end however, you can proceed with the following:
 

  1. Check your admin notifications by clicking the bell icon on the top-right hand side of your Shopify admin. This should then reveal all of the relevant notifications for your store. If your Shopify Payments account or payout is on hold, and if our team requires you to upload specific documents, you should see a notification for this within this section. You can click on it to then be taken to the relevant page to proceed with your next steps.
     
  2. If you don't see any notifications related to your Shopify Payments account, you'll need to get in touch with our internal team, so that we can take a closer look at your account to investigate why your payout is in a pending state. To get in touch with our team, you'll need to navigate to our Help Center here, where you can ask the virtual chat assistant to contact support. Follow the prompts from there, and you'll then be connected with one of our live support team members who can assist you further with this situation.

Kimi | Social Care @ Shopify 
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