Had a shoppay payout “paid” January 28th. Payment never made it to my account. Have called both my bank and Shopify several times this week regarding the issue. My bank states they have no pending incoming transactions in that amount from Shopify. All my other payments AFTER that payout date have come in. Shopify seems to be stringing me along with a solution as all I’ve gotten out of them is to give it a couple of more business days and that then they could provide me with a trace # to give to my banking institution. Well today is now Feb. 2,(2 business days later from my original call) and still nothing. Shopify rep now tells me they are escalating this up to the Payments teams and apparently there has been an issue with missing payments. Has anyone else experienced this recently? $1100 isn’t chump change that I can afford to miss out on in the economy. I noticed shopify hasn’t had an issue with collecting their fees for that payout. Quite frustrated to say the least. Better customer service is needed. We shouldn’t have to wait days to be have something like this resolved.
Hello! This is happening to me but I have my payouts go to Shopify balance xard so they’re not able to say that. There is an issue with feb 28 deposits mine is $800 and nobody can help. they are aware of the issue. Good luck I am getting nowhere with them. I’ve been escalated for two days and heArd nothing back.
This is insane. I’m being told so many different stories by “reps” via the chat help. I’ve screenshot all of their stories and each one is different. First story, yesterday, is that the issue is with Shop Pay Installment partner (I’m assuming Affirm) and that it had been fixed and the money was on the way to my account. This morning I wake to the payment now saying it was “FAILED” and my banking information needed to be updated. However, that makes no sense, especially since I have received payouts after that date. Today I’m told this is an ongoing issue and the money is not headed to my account because there has been no fix. AND that they are asking merchants not to update their banking information when they see that “Failed” message in their payouts. When I asked where exactly are they asking merchants that, because I have received no email correspondence from them, the rep had no answer. This rep today said the issue was with all of Shopify payments, after I questioned her about the information I was given yesterday (the issue only being with SHop Pay Installments) she back tracked and said that is correct. Finally she stated they do not have a date for when it will be fixed, just working on it.
I can’t even believe this is legal at this point. It is quite unbelievable. As big as Shopify is, they really need to have better customer service and perhaps a finance management division or something because how do you not resolve people’s money issues immediately. Why are we waiting weeks? While Shopify is still deducting fees for those transactions.
And I find it interesting how they have disabled the call back feature, forcing you to contact them via the chat or email. And you can forget about hearing back from anyone via email. I have several tickets open.
Have you noticed if your missing payout is an Installment payout or not?
My two missing deposits were both shop pay installments! and yeah I have all my deposits go directly into shopify balance and mine failed too. so its all a crock. this is the email I got yesterday
Hello Jessica,
My name is Daniela, I work with the Billing & Payments Team here at Shopify. Manan let me know that you are missing your January 28th Shop Pay Installments payout, so I am reaching out to assist with this.
Due to a problem with our processing partner Affirm, some Shop Pay Installments (SPI) payouts that were originally scheduled for January 28th and January 31st are were not sent. SPI Payouts on the January 28th and January 31st are showing as “paid” in the admin, however due to this issue, payouts are being sent to the affected merchants today and on the way and will appear in your bank account soon, in 1-3 business days and your Shop Pay Installments payouts should resume as normal.
We apologize for the payout delay and the stress this may have caused, rest assured the payouts are on their way, and we appreciate your patience on this. If you have any further questions on this, please don’t hesitate to let us know. For anything else, you can contact a member of our Support Advisor team 24 hours a day, 7 days a week.
All the best,
but I have the 1 hour deposits to the Shopify balance. So this is just bs that they can put everyone off for a little longer. Theres no reason my deposits would fail. I tried to explain to them. my deposits are from you guys to you guys and theres no one you can blame. this honestly feels so ridiculous. I was surprised I didnt see any more threads on this. if there isn’t that many people affected I feel like you could just give us our money. pennies to them and everything to us. its the beginning of the month. my rent is due for my salon. 800 bucks during the slowest time of the year is totally not ok.
also this happening when their raising their prices $30 a month. im looking into six and big commerce right now. I dont know much about either but they are a lot cheaper.
I totally agree. Their prices are going up while their service is going down. I too don’t see that many open discussions on this. It doesn’t make any sense. This has definitely made me realise you can’t get too comfortable with these platforms. Have to look into other alternatives as well, sadly.
let me know if you hear anything else. I have a “payout failed” will retry on the 8th but I will be trying to reach someone first thing in the morning because the 8th isn’t good enough and I dont want to keep being put off.
In the same boat! We’re now over a week out from this “failed deposit” issue for Installments. My bookkeeping is at a stand-still and I can’t close out our month. Not to mention the cash I need from these sales! Is this legal? Is it worth my time and headaches to read the TOS for Installments? How long do all of these merchants have to wait until there is a class action suit in the works??
Definitely considering legal advice at this point as each day I am being told a different story. At this point I don’t trust Shopify. I think it may be a bigger problem than they are letting on. I am not missing 2 payments. Both Installment payments for Jan. 27th & 28th.
Still nothing, nothing but lies from reps. I think I’m going to have to seek legal advice.
8th has come and gone. no payout. I just keep being assured theyre working on it and soon. I said why dont you guys cancel it and make a new payout since newer payouts have worked. they said it’s far more complicated than that. I said it’s not nearly as complicated as you’d like my peasant brain to believe. incase this thread is deleted my instagram is glowgetter207. so how do we start going about legally? because 2 weeks isn’t acceptable.i was able to get them to comp me two months of shopify (79.99) you’re missing the 27th? they told me it was an issue with 28th and 31st because thats what I am missing, fishy. I feel powerless.
what day was your failed deposit?
Yup- same issue here- failed Shop Pay Installments payment from 1/31 and have been getting the runaround from Shopify support. So ridiculous. I was told it would be deposited by 2/8, and then when I talked to support yesterday they said the payout will be issued by 2/9. Well, it’s now 2/9 and the payout is still showing failed and I haven’t gotten any answers from Shopify. So frustrated and this is really messing up my ability to pay bills. This definitely doesn’t seem legal that they can just hold on to our money indefinitely, especially since these items have been delivered, and not be able to tell us when we will receive it.
Same issues hundreds of dollars missing and being told something different every time I call. Very frustrating they don’t have a plan in place to give us a firm answer as to when we will be paid. I deactivated shop pay today.
Was your issue with all Shopify Payments or just with Shop Pay Installments? Deciding whether to deactivate Installments or all Shopify payments and just go with Paypal.
Mine were installments. I hate that I won’t offer that to my customers anymore. I will say I bank with key bank (it’s a decent size national bank in the Northeast) and they will decline my card if I try to pay shop pay. I have to load my money into my apple Wallet and pay like that. they said it is because theres been so much fraud on shop pay they’re no longer allowing their customers to pay with it. bizarre right.
and as far as PayPal. they randomly shut my account down 6 months ago after having it for 3 years. no explanation they said “we no longer wish to offer you PayPal services.” and they held my balance (only like 90 bucks but still) and released it in a check to me 180 days later. (it was a little less than that but I think. I got it like a month ago) so all of these payment providers can randomly just hold our money im sure its in their TOS somewhere. it stinks. but be careful with PayPal. since I had that happen to me ive heard quite a few horror stories.
I just had PayPal shut my account down for no reason as well. It was an 11-year-old account, thousands of payments, and never a single chargeback, and they will not give a reason.