We have the Shopify app and we charge the client based on usage, through the usage charge that they approved on installation.
Recently, we noticed that there are some stores that are active, and we applied the usage charge, but in payouts not receiving payment from Shopify for those usage charges.
There are some stores whose charges are not received for 10 months. However, the charge was applied and shown in the Shopify partner.
Is this happening with anyone else or it is a known issue?
Yes, its happening with us as well many other friends of ours.. we have around $20k lying in Usage charge and we have not received it.. pending for many stores for more than 10
months as well.
Generally usage charge appears in the payout when the store clears the Shopify invoice but I dont understand why Shopify is not closing stores if the have any unpaid invoice for more than 1 month. This is really hampering our business.
It happened to my app with subscription charge as well, there’s quite a lot of stores (most are from India) where they have subscribed to my app for more than 4 months and they weren’t charged (or just didn’t pay their Shopify bill), hence it didn’t appear on my payout.
I had a few instances where the Shopify support staff emailed me, and asking if they can cancel my app subscription charge, so that the merchant can pay their Shopify invoice (some merchant refuse to pay Shopify invoice if they see there’s a lot of app charges, I guess?), this is very unfair to app developers as the merchants has utilized the app resources.
I emailed one of the Shopify staff and mentioned one of the store, and they looked into it (after a few months of me asking) and they said they “mistakenly” have applied app credits for the merchant store (hence the merchant weren’t charged, but I didn’t get paid as well), and promise to reimburse back in 45 days, I really hope they reimburse back.
The problem is this is just one store, I really hope I don’t need to contact Shopify partner support and list out all the stores which have used my app for extensive period but didn’t get charged for it.
We are not even receiving one time charge from many of the stores. This is really disturbing and Shopify is doing nothing about it, thats the saddest part.
I know this is an old thread, but we are seeing this as well on stores from India only. I have contacted Shopify partner support and they told me they see nothing strange, the amounts have been paid by the store. They couldn’t tell me why the payouts are still not even showing up in pending payouts. I am considering to remove India from the allowed countries. With all due respect, they require the most support, pay the least and when they do pay, Shopify doesn’t pay out those amounts.
Seems like issues related to payout and payments in general still persist, even 4 years later.
Just today got a store making mulitiple one time purchases for total of 2k+ USD from India.
Seems like banning Indian stores would indeed be the only way to be somewhat safe
Surprising that after all this time there has been very little progress and even Shopify support wasn’t very helpful to tell if I can trust this store - or at least some kind of mechanism that made it clearer. Apart from the “Active” label near the charge that still doesn’t fully let me know if I will receive the one-time payment.
Though I did block this store on app level and will have to see if something appears in payouts.
Edit: And to add salt to the wound - will need to switch to managed pricing and give away even more control.
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Yeah, this is a known issue. Other app developers have reported the same problem. It happens because your usage charge only pays out once the merchant pays their own Shopify bill.
If they have not paid, your charge stays stuck even though it shows as applied on your end, and Shopify doesn’t seem to close these stores automatically.
The best next step is to contact Shopify Partner Support directly with the specific store names, since general questions tend to get ignored, while naming exact stores gets results. Ask for a clear payment timeline, and in the meantime, keep track of which stores go unpaid for a while, as Shopify would not do this monitoring on its own.
I had seen your problem, That doesn’t seem normal. If the charges appere in your partner dashboard but not included in your payouts, I’d recommend contecting shopify partner support with the affected store details.