Why are my paid items still showing as pending on the payout total?

Shopify Discussion
1

I received payout for items two weeks ago and yet they are still showing as pending. Why? How do I clear items that HAVE paid out from the pending payout total?

2

Hey @WTF5 ,

Welcome to the Community!

I can confirm that there’s currently a known issue with some payouts and how these are being reflected in the Shopify admin, particularly those that have been issued between 14 November to 16 November. Some of these payouts were showing an incorrect balance within the Payout admin and/or were missing transaction details.

Have you been in touch with our Live Support team about this matter? If so, you can continue to reply to the support ticket you have open with us, as the team handling your case is best equipped to support you and provide any relevant updates that are specific to your account. Otherwise, please visit https://bit.ly/3qqfpfZ to be connected with a member of our support team.

Rest assured that our team is actively working to fix this issue as soon as possible, alongside our banking partners. I understand it can be frustrating to wait, but our team will continue to support you via any support tickets you have open with us and update you once we have a fix in place.

Let me know if I can clarify anything further

3

I tried looking for live support or a phone number to call and could only find this option as a source of help. Going to that link just sends me into a cycle of no real answers or ability to actually talk to someone.

4

@WTF5

Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.

  • If you are unable to log in, you can choose the “Continue without logging in” option at the start and continue through the same process.

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  • You’ll then be prompted to ask about a topic:

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  • Doing this will present you with links to relevant documentation on our Help Center, but there will also be an option to contact us directly if you require further help:

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  • Clicking on this button at the bottom will then present you with the different support options available:

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If you have any questions please feel free to thread those below.