HI! 'm having an issue where 9 Shop Pay installment transactions have not been paid out. All other transactions have but just not the Shop Pay installment ones. This has been since September 6, 2024. I’ve contacted the Support Center and have an elevated ticket. However, it’s been weeks and no response. I just keep getting the advice that I’m in the queue and that I need to be patient and that someone will eventually reach out. Meanwhile, I need the funds in order to continue running my business. Has anyone else experienced this? If so, what was the outcome and how long did it take to reach a resolution? Thanks!
Topic summary
Issue: Multiple merchants are experiencing missing payouts for Shop Pay Installment transactions, with funds dating back to August-September 2024 remaining unpaid while other transaction types process normally.
Support Experience:
- Elevated support tickets remain unresolved for weeks to months
- One merchant reported an escalated ticket sitting unanswered for over a month before being closed and replaced with a new ticket
- Support responses typically advise patience and waiting in queue without providing concrete timelines
- One case was marked “resolved” after Shopify contacted Affirm to “re-enable payouts,” but funds still didn’t arrive for 10+ days
Financial Impact:
- Amounts range from individual transactions to $500+ in cumulative missing payouts
- Merchants report needing these funds to continue business operations
Resolution: One merchant (BEYONDTHESKIN1) confirmed receiving their payout on December 26th after approximately 4 months of persistent follow-up through multiple support channels.
hey! I’m literally going through this as we speak! I actually have over $500+ missing in shop pay installment payouts dated back to August 2024. It wasn’t until I was waiting for a payout in November 2024 for over $100 for over 2 weeks that I went back to look at all my stores shop pay installment payouts from August was not paid out. I’ve had numerous chat conversations and tickets and no RESOLUTION at all. Oh and the escalated tickets? I had one sit in my inbox for over a month. Just for them to have no answer to why it had not been responded to and they created a new ticket. Recently after creating so many chats, I received an email from Shopify stating that the matter was resolved and they spoke to affirm and they "re-enabled my payouts. This was 10 days ago and still no money in added to my account. Oh and a rep on the chat just told me that the ticket is closed. How do you close a ticket without making sure an issue is actually resolved first!!! I’m so frustrated at this point and I’m giving them until January which is kind since its been about two months going back to me. By the way if you are shopify staff or a rep that sees this, PLEASE DO NOT direct me to the chat…been there done that for the last two months as discussed above! I’ve sent emails, spoke to chat, wrote in inbox and have had tickets (more than 1 created) so I don’t want to hear that. At this point I believe they hope we will just let it go and forget about it! NOPE!!! The money you don’t pay out to us is over livelihood and it’s not FAIR! I’ve kept my cool but anyone would lose it when they are missing money they worked long and hard for!!! I’ve lost all patience and I need answers now!!!
UPDATE: I was finally able to get my payout today December 26th!!