I just set up my website and we are finally getting some sales in our first month. Our first sale was through PayPal and the money went directly to my PayPal account without any issue.
The second sale for $80 was paid using Shop Pay Installments on 11/29:
A $80.00 USD payment was processed on Shop Pay Installments. This will be added to your next payout.
Thanks for reaching out to the Community with your payout situation. I’ve got some information for you regarding this and have some steps I can advise you on here to help you get this resolved.
When it comes to virtual bank accounts, such as Chime, these are usually not compatible with Shopify Payments Payouts. This is because virtual bank accounts are not recognized as a full bank account and typically, in order to use Shopify Payments, a full checking account should be connected. This allows for the proper debits and deposits to be made between your bank account and Shopify. Did you test your payouts with your Chime account before opening your store to customer orders? This is a step that should be done when considering using a virtual bank account.
The reason why your PayPal payout worked as it did is because those orders, and the payments attached, are not processed through Shopify Payments. Their payout method is different than what Shopify uses and Chime may have been able to accept them without issue. We can’t say for certain why the PayPal Payouts had no issues while the Shop Pay Instalments one did. This could be a great question for Chime as it may lead to what the differences is between the payouts and if that difference is something that can be adjusted.
The money that was meant to be delivered to you via this payout is going to be bounced back to Shopify, and our system will automatically attempt to send you the money repeatedly until it finds it’s way to you. This will continue happening for these payouts until a compatible bank account has been connected to accept them. Shopify won’t be able to send you a physical check with your payouts, as we do all of the payout transfers via bank account deposits.
The best move here would be to change your Shopify Payments bank account to a checking account with a non-virtual bank. This would prevent these sorts of issues from occurring as Shopify Payments is meant to be used with full bank accounts and not virtual ones. Even if your Chime account is able to accept the standard Shopify Payment payouts, the fact that we know it’s having troubles accepting the Instalments payout is a glaring issue and means you may not receive all of your payouts as you should.
A suggestion I can make beyond the above, is speaking to our live support team about the situation. You can contact them at this link here. The reason why I suggest this is because they should be able to speak with our payments team and discuss your account. From there, they can look into seeing if they can provide some support. Often times, issues such as this are to be handled by the virtual bank but seeing as you’ve already discussed with them and they directed you to us, speaking to our live team may lead to some information beyond what I’ve mentioned here. However, they will likely advise that connecting a full bank account is the correct route to go.
I’ll keep my eyes peeled for any replies or updates on your situation.
