Would like to talk to someone re payment to my bank account

[Moccamad]

I am still waiting for payments to show into my bank account from shoplift. A payment was apparently made into my account from shoplift a week ago, but it has not shown up yet.

I cant find anyone to actually talk to about this on Shopify. I am getting very frustrated!

[Moira]

Hey @Moccamad!

Have you been able to confirm which payment gateway processed your customer's order? The way you receive your payouts will differ depending on this.

Payment Gateways

1) Shopify Payments

If you use the Shopify Payments gateway, you can check on the status of your payouts by going to your Shopify Admin > Settings > Payments > Shopify Payments > View Payouts.

You'll be able to click on any of your existing payouts to check on the particulars of each.

These payouts will be deposited into the bank account details you entered in whilst setting up Shopify Payments.

2) Paypal

PayPal is a default payment gateway that will be connected once you create a Shopify account. The email you used to sign up for your Shopify account will be the email used for the PayPal Express Checkout account unless you've updated this.

If your customers paid with PayPal, PayPal would've sent an email to the connected email address where you can complete your account set up and claim your payout. You can check what this email is by going to your Shopify Admin > Settings > Payments > Paypal section.

Something to note is to be able to manually capture payments and refund orders, you'll also want to finish setting up PayPal on your store.

If you have any questions about your PayPal account or claiming your funds, you can contact PayPal here.

3) Third-party payment providers

If you've set up a Third-party payment provider, you'll want to double-check with the payment provider's support team as to how the funds will be deposited and in what time frame, since they're external to Shopify.

Check how your customer paid for their order

To confirm which payment gateway was used when the customers paid for their orders, you can go to your Orders tab, click on the order number, and scroll down to the order’s timeline like so:

By clicking the little triangle next to the last four digits of the customer's credit card number, you'll see a further breakdown of the transaction's details as well. Please let me know if you're still unable to locate your payouts or have any further questions about this.

[Moccamad]

Morning,
I can’t see which gateway it was, there have been multiple payments to me (
confirmed by shopify that these have been made and deposited into my
account), but no money has shown into my bank account yet.
The first payment that shopify sent me was in the 22 Oct.
Can we please sort this out ASAP?
Thank you
Regards
Jo Singer

[Moccamad]

No this still has not been sorted. Please sort ASAP

[Moira]

@Moccamad 

We’ll need to access your account securely with our live authentication methods in order to resolve this issue. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback.

Please visit https://bit.ly/3BANQVf and log in to your account to create a support request.

In order to save some time, and help the Support Advisor you speak with to pick up from where you and I have left off, I am going to provide you with a summary of the issue as I understand it. You can share this summary at the beginning of your conversation with the agent to bring you both up to speed and help to get your answers as quickly as possible.

Issue Summary: Payout sent October 22d, 2021 is not be showing in bank account. Confirm which payment gateway customers used via order timeline.