Why is my first transaction still pending after one week?

[mariaale2023]

Hi , I am develop a store in Shopify for first time. I tried one real purcharse with my credit card to test a real purcharse but the payment for $65.43 is still like "Pending" in mi list of Transactions

however, in my bank account I can see that the money was taken (-$65.43)

I already check my account details and it is fine. I am in New Zealand.

the purcharse was directly Credit Card (after press the buttom "check out"

[Rick · Accepted solution]

Hi @mariaale2023 

Thanks for reaching out here for help! 

I understand that you are seeing a pending payout, and are wondering what is happening. I would be happy to help you figure this out.

To confirm, is this your own store and you placed a real order on it as a way to test the payments? From what I can gather, your card has been charged, but you haven't received the payout to your own bank account, is that correct?

Are you using Shopify Payments on your store? To clarify, it's not uncommon for payments to show as pending for a short period of time. This can happen due to various factors. Transactions that are marked as pending are for sales that you've made, but that haven't been sent to your bank account just yet.

If you navigate to Settings > Payments and then in the Shopify Payments section, click the View payouts button, you can see more detailed information about your payouts. You should be able to see the status of the payout there, which looks to have been scheduled for yesterday October 10th based on your screenshot. With that in mind, it may take some more time for this to appear in your bank. Banks will generally always need to process and deposit the funds into your account, which takes time (usually between one to three business days, depending on your specific bank). 

Feel free to check your payouts as explained above, and let me know what the status of the payout is. We have some more information here which explains this in greater detail.

[colinminor]

Hi Rick, I am wondering the same thing. I opened my store Nov 22nd and have some orders that still say pending. When i click manage payout it still says no balance. Even though my amount shows in orders. Is that something i should expect to take a few days? With being a new store i just want to make sure i set it up correctly and not worry about those funds?

Thank you so much for the help i need it!

Colin

[Rick]

Hi @colinminor 

Thanks for reaching out here for assistance!

Congratulations on opening your store! I hope you enjoyed the build process, and that the launch went well for you. It's awesome to hear that you are getting orders after just 6 days live!

I understand that you are seeing some pending orders. We have some information here on our help center about payment statuses. In particular, orders can show as pending status for a few reasons:

• Customer chose a payment method other than a credit card during checkout. The pending status in this scenario indicates that the payment provider has initiated the payment processing but requires additional time to complete it. There is no guarantee of payment at this stage but inventory is reserved for the order and the order is created.
• They used a manual payment method such as Cash On Delivery (only applicable if you have activated any manual payment methods on your store).
• You have created an order and set payment terms for payments due at a later date.

Can you confirm that you are using Shopify Payments on your store? If so, can you also confirm what region your store is located in? The time it takes to receive payouts will depend on your region, so feel free to select your region here for more detailed information. I would also suggest double checking the Settings > Payments section of your store and then looking out for any errors or setup issues in the Shopify Payments section.

Feel free to contact our support team at any time, and we would be happy to take a closer look at these orders and advise on the status of your payouts. You can reach our team via our help center here.

[LPike]

Hi there - I'm having the same problem except my payouts have been pending for now 3 months.  I've never received a payment since opening my shop and it's incredibly frustrating.  Every time I've tried to use the help section I get an error screen (I've now got countless screenshots of error screens saying it can't redirect).  

Every purchase made via credit card in my shop appears as 'pending' still on my account since last year.  

If you could kindly advise?  It is distressing how difficult it is to get answers / help, I switched to Shopify from another provider where I never had issues and so far it is not good.  

[gavlaw]

I am having this exact same problem. Payments have been pending for nearly 3 weeks now with now payout in sight. @Rick can you help with this?

[Rick]

Hello @LPike and @gavlaw 

Thanks for reaching out here to join in and seek assistance. 

I understand that you are both experiencing issues with the payouts on your store - I'd be happy to suggest how you can get assistance.

For context, here on our Shopify Community forums, we are unable to access any of your account information, or provide account-specific support. This is due to the fact that we cannot authenticate you on your store, and because this is a publicly accessible thread. In order to protect our merchants information and privacy, we can only access account specific data via the support channels on our help center.

I would suggest that you both contact our team directly, so that we can take a look at the payouts on your store, and provide instructions on what you can do next. You can reach our team by interacting with the chat assistant on our help center here. Feel free to type something such as 'live chat' in the chat assistant window, and the system should present you with an option to contact our team.

If you are seeing errors or issues when trying to do that, then please try some local troubleshooting steps such as clearing your cache & cookies, or trying to access it using a different web browser, device and internet connection. Let me know if you are still experiencing difficulty trying to reach our team after trying that, and I would be happy to troubleshoot this further. Sharing screenshots of specific errors would be helpful!

[Brinixcole]

Shopify support never responds back. There is no online support it says and they don’t have a phone number. It’s frustrating to use an online business with no support when this is how we make our income

[bree_stoney]

I want to know if these people had their issue resolved.

"This is a very very serious issue"

I have the same issue. It is massively distressful. We have been using shopify for over 10 years.

We changed to shopify payments due to an advertisement for shopify capital, that we were eventually denied.

However this process removed our current payment gateway (eway) without our intention. Which now could not be reintegrated apparently.

We then went with shopify payments, as our website now had no credit card facility.

Spent a day integrating it, setting it up. All fine. more expensive, but who cares.

Orders coming in.

All says succesful.

Sending orders out.

.... a month goes by....

"Hey honey, how come we have no money and completely crippled, unable to pay rent or operate our business?"

"Holy Crap!! All of our income for the last month is pending"

Now, shopify sent us no emails, no notifcations, no nothing. They requested nothing at all.

We put wet to the shopify help chat.

Had a person escalate our case and tell us to wait for an email.

They never processed anything, responded or anything. Left us to rot.

a few days later, we opened another help chat.

This person said exactly the same thing.

A day and a half later we recieve a notice in the online chat saying we need to upload a photo of our drivers license.

.... should have asked for that a month ago. wtf. ok... upload the license.

Since then we have been ignored.

ive opened multiple chat windows asking for assistance. noone can do anything but tell me to sit and wait.

It is so messed up. My money has been stolen and they wont even respond to me. Tell me the process and whats going on.

There is no email address, no phone number. The online help people are from the "wrong department" so...

Just have to have faith.

If this wasnt directly linked to shopify i would assume its a scam and im being robbed blind.

[LPike]

they are simply the worst. 

I switched over from a provider where I never had any issues, solely because I was told I have to use Shopify to integrate to Spotify.  Ugh.  

Then it was months of absolute distressing, time-wasting, money-losing insanity.  First not being able to reach anyone at all, ever, and the pages redirecting constantly to error pages every time I tried to open a chat.  Not getting paid out at all, period.  For months.

Then I was charged up front for a year of 'service' with them while still in my 'trial period' even though I'd been trying to reach them for ages to say WTF and also NO.  

When I finally got someone she was entirely useless, didn't care at all about any of it, gave me a total runaround telling me first to switch my bank to a different currency (wtf), then when I did and that didn't work telling me to switch it back to the original one, then telling me the issue is 'not their issue' (again - wtf) therefore there's nothing they can do (again, wtf) and also that they are still going to keep the upfront year's worth of payment that they'd stolen from me in the interim.  My bank had no record of any payments even attempted to be sent from them, so it was definitely not a banking issue.  They have done nothing but steal my money and make my life as a self-employed creative even harder and it is disgusting.  Honestly appalling. The issues themselves are incomprehensible and unacceptable given this is literally their sole job, but the treatment / 'service' from the rep was equally horrifying and made an already bad situation even worse.  I'm sorry to hear you've had the same!!  

[bree_stoney]

It feels borderline criminal.

Have you recieved your payments yet?

[dylbrown]

I have the same issue, I had my first order on the 12th June and it’s now the 28th June and my payout still says pending. I have checked my shopify notifications and set my payout schedule to ‘every business day’ but I still have received it. Can anyone help

[curvylady]

Good afternoon, 

I am having the same issues, except I got my friend to put in an order. Now because i never got the payment I got Symply living to cancel on their end so I could order from my account with them directly to get her items to her asap.

a week now, its still showing pending, the transaction is showing on her cc statement. If i am to wait this long for every order I may have to find another route for my shop as this is  not convenient. I have to wait to receive payment to fulfill my orders on the other end of the shop.

I would like to get my payment and get this resolved so I don't have to way a week or more to get paid.

[SUNSEASOL]

Hello! Just want to let you know that I figured this out. I had to activate my shopify payment account using two step factor authentication. I used the google authenticator app to do so by scanning qr code and entering code. I then changed the payment date to once a week. Before payment was displaying as 'pending' with no date. Since using the authenticator app and updating payment date, it is now pending for Monday payment.