Confirmation number #Z8ZMEN9QY
I have a pending payment since 4/21/22 and order has already been shipped. The customer has shopped with me before. How long or how can I retrieve my money? Thanks!!
Hi there, @TMCC87 !
Thank you for your post, I’m happy to look into this with you.
How did your customer pay for their order (did they pay using a credit card through Shopify Payments, or PayPal, or another payment method)? You can view how they paid in the order’s timeline.
If the customer paid with PayPal, and the payment still says “pending” after 48 hours, it could be related to a known issue. This can occur if Shopify never receives the notification from PayPal that the payment has cleared on PayPal’s end - and the status of the payment remains as pending (“payment is pending”). Our developers are aware of this and are working with PayPal to ensure that payments/pending payments with PayPal are updated within both your PayPal dashboard and your Shopify admin to make management of your orders easier. For now, I recommend marking the order as paid manually when you notice that the payment has cleared within PayPal.
If your customer didn’t pay with PayPal, could you send me a screenshot of the order’s timeline so I could investigate a bit more and see if I can find the issue?
I look forward to helping you out further!