Why isn't the recent order balance showing in my account?

[AlexandraFB]

Hi, I recently received an order through my Shopify store (not paid through PayPal) and the order amount is not showing up in the balance section. I looked through the timeline connected to this order and it says the order amount will be including in my next payout however, it is not showing in "balance" on my home screen. What does this mean? 

Thank you in advance 

Alexandra 

[Hilary]

Hi, @AlexandraFB 

Welcome to the Shopify Community. Was the payment taken through Shopify Payments? If so, we have a detailed help document on viewing your payouts when getting paid through Shopify Payments that I'd recommend reading through for understanding how this works. 

In your payouts section, do you have an upcoming payout that's been scheduled? If yes, open the payout and see if you can locate this order number inside that payout. If it's not sitting in your balance, it should've already been scheduled to a specific payout, or perhaps is already in transit. The Balance field shows the total amount currently owing to the you that hasn't already been put into a pending/in transit/paid payout. Once funds are associated with a pending/in transit payout, they will be removed from the Balance. Once you receive new orders, you will see your Balance update.

Let me know how this goes! 

[AlexandraFB]

Hi Hilary, 

I recently discovered my customer used Shop Pay to complete their transaction. This is the first time I've had a customer use this payment method. I understand Shop Pay is powered by Affirm. The scheduled payment did eventually appear and was scheduled for October 8th. It is now October 11th and I still haven't received the payout. Do these payouts take longer to process? Do you have any recommendations on how I can get in touch with someone from Affirm? I checkout out there website and couldn't seem to locate an email address for them. I already sent the order out and am concerned about getting paid. Please let me know if there is anything I should know about Shp Pay payouts or any follow up contacts I can use to try and ease my concerns on this subject. Thank you for your reply, hope to talk again soon. 

Sending my best

Alexandra  

[Hilary]

Thanks for the reply and updated information. Although Shop Pay is powered by Affirm, Shopify handles all transactions and payouts, as well as any support you may need with Shop Pay. Shop Pay is Shopify's own accelerated payment option. 

As for this specific order and payout, it's important to understand how payouts works in general. Once an order has been placed there is a pay period, which how long it takes from when your customer placed their order, to when your payout is sent to your bank. The pay period depends on the country your business is located in. In the United States for example, the pay period is two business days. This means it takes two business days from when your customer placed the order, for Shopify to process the payout and send the money to your bank account. Once the funds have been transferred by us, they may not appear in your account right away. Banks typically take between 24-72 hours to process deposits to your bank account, but this will depend on your bank's processing time. I highly recommend reading through our help document on Pay Periods, if you have not already. You can always check in with your bank to check on the status of the payment. 

What is the status of the payout in your Shopify Admin at this time?

As well, if you're ever unsure of where a payout is going to come from, we have a great chart listed in our Getting paid with Shopify Payments help document. Here's a screenshot of the chart: 

[hopenoel]

I know this was 2 year ago but did you ever figure out what happened  or get paid? This just happened to me as well. The customer paid with Shop Pay Installments and the balance isn't showing in my account. However it says the payment was successful on their end. It's not showing in future payouts either. Hoping it eventually shows up after the Holiday weekend.. 

[Ray1017]

Hey did you ever get this situated? Iam cure going through the same thing right now 

[hopenoel]

Yes! It oddly never showed up in my available balance however I did get the
deposit into my account. I had contacted shopify support and they said
these type of payments are processed through shop pay which is why you
won't see it in your balance. But you should still get the payment! If it's
been a while I would contact shopify support.

[Ray1017]

Ok thanks so much, about how long would you say it showed up in your account after receiving order?

[hopenoel]

I think 3 business days it was in my bank account. It was placed on a
Friday though so I had to wait the weekend before the 3 biz days started.