We’ve had an e-shop (www.kanuda.cz) up and running for over a month, for which we paid for a big campaign. We turned on Shopify Payments and provided the necessary documents. Shopify is collecting credit card payments, but we don’t have a single payout yet. All transactions are in PENDING status. We tried changing the payout frequency from monthly to daily, to weekly etc. Change the bank account. Nothing.
Later we noticed a notification where we have to send more documents (Payments Business Verification). We have send them too and still waiting.
There is no mention anywhere in Shopify that anything is wrong or we have neglected anything, but we are still unable to get our money.
Tech support always just files a ticket and nothing else happens.
Nope. We are still waiting. We dont see any payouts yet. Support keeps assuring me that it will be fixed soon but nothing ever happened. We are quite nervous, because it should be first Payout and we of course need that money till the end of the year. We are really pissed. No solution and zero information why is that.
Same here! We have been talking to the support advisors every day and not getting any useful information out of them other than the assurance that the internal team are doing their best to come back to us!!! This is supposed to be our first payout too and we really need the money to repay our loan and creditors:((
I am chatting with the support right now, again. They told me that I did recent changes in the Payout period. And it takes up to 2 days to process that. Firstly I tried to set payouts once per month. Then to each day and finally to once per week. After that, dates of the payouts started to appear in transactions. It should have been send yesterday (December 11th), but have not. Support told me that when I changed the Payouts period recently (on December 10th), process needed up to 2 days so it skipped the yesterday payout. He advised me to change the period to every business day, wait again up to 2 days and then the first payout should be send. So the next payout is now set to tomorrow, but it will probably be sent on Monday.
So I will wait. Again. And if the Payout wont arrive on Monday I really dont know what to do next.
It almost takes me more time to chat with them then to actually build the e-shop
I know extremely frustrating!! Did you guys hear back from them today or got it resolved? We have contacted support several times and couldn’t get any useful answer!! We don’t know what to do next too!! It’s very difficult for a small business to keep running for long without cash coming in!!
Hi. Finally we can see the first scheduled payout to 16th December (Monday). Hopefully it will go through successfully.
I did these steps:
I checked all notifications in Shopify. I found out that Shopify wanted another documents from us but we missed this notification (it really sucks that the most important information is hidden inside the notification center between other totally unimportant alerts).
We uploaded all documents asap.
After 1 day the date of next payout started to appear in our transactions (my guess that documents was validated successfully)
I changed the payout period to 1x per week, but it was a mistake, because each change requires 2 days to process. So because of this payout was not done.
I checked the situation with support and they gave me advice to change payout period to every business day and wait another 1-2 days.
I also check with support if our documents are ok and if they have everything what they need. They confirmed we uploaded everything they need and documents are fine.
One day later Payout is finally scheduled.
Dont know if this helps you. I think the only problem we had was that we did not upload all required documents. We uploaded only documents during activation of Shopify Payments, but not another documents they wanted.
But as I wrote above, we totally missed this, because the notification about it was ONLY in the notification center and nowhere else!!! So in the Shopify Payments section everything seemed to be fine. In the Payouts, Finance,… Everywhere. This is really bleepty communication and I think Shopify does it on purpose. It is convenient for them to block you money you know.
I hope the Payout will finally come on Monday and I hope you will resolve it too!
Thanks Kamilh. We have tried all of this and still no luck :(( I have checked on my emails and notifications and couldn’t find any other information requested from us. I am not getting any communication from them to understand what is the hold up!!
Maybe try more chats with support? And you could insist on their confirmation that your e-shop has all the required documents uploaded and verified. Try literally texting them: “Could you confirm that our e-shop has all documents verified and with no issues?”.
And try more chats. I had some chats where I was convinced that the operator would not help me and then others where I felt that the operator could actually help somehow. It’s like there are different levels of operators. And it depends on who you And it depends on who you run into.
