Actually on 14th August i got a mail saying that, i need to submit some documents to verify my identity. Until then they will hold my payments. So they didn’t paid me my payouts of 9 and 10th August. In the payout list its showing failed . So after i submitted the documents, today i got a mail by saying that they will held my payment in reserve for 120 days . Also in the payout list they are not even showing the payouts of 11 to 18th august . So now if i refund the money of my customers of 11to 18th august from where they will cut the money ? Also after refunding they showing me my next payout is minus -95€ . Why ? Will not my customer who should receive their refund in 10 days , not gonna receive their refund? And how will shopify deal with the negative payout ?
Hi, @junction01
Thanks for posting to the Community!
While I can’t say forsure the reason our team decided to hold your payouts, I can elaborate on how the refunds work.
If you made a sale during a certain payout period and received that payout, then received a return in a week where you didn’t receive any sales, that means your payout is negative money, and the funds are pulled from your account, or your pending payout. It would be negative because you didn’t make any sales in that payout period resulting in subtracting the order amount from a balance of $0.
I hope that makes sense!