Why are my payments and refunds pending for weeks?

Shopify Discussion
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1

Hello I have a few pending payments and refunds from orders and they have been pending for weeks. Why is this happening and what can I do to stop it. Please help.

2

Hi Paige3man,

This is common for most veteran e-Commerce owners. There is people who just place order for fun or perhaps when they try to make payment with stolen credit card and it doesn’t work. Thankfully you are using Shopify where had built-in fraud analysis that uses Machine Learning algorithms to help deter such mischievous.

Here is some best practice to reduce these pending orders and refunds.

  1. Sign up members will help you but it might be inconvenient to your customer. You suffer or they suffer but I always believe that a fan our your Online Store don’t mind the hassle especially they can keep track their purchases and earn some points.
  2. Immediately contact the buyer and ask for payment. Drop the order if they buyer not contactable or didn’t respond after 3-days.
  3. REFUNDS. Always refund using gift voucher or set a store rules that refunds only available after 3-weeks as you need to make sure the bank pays you then you go to the bank and pay them back.

Read more:

How to issue refund: https://www.youtube.com/watch?v=dvVjWoRfdu0

Fraud Prevention: https://help.shopify.com/en/manual/payments/fraud-prevention

Pending payments: https://help.shopify.com/en/manual/orders/manage-orders/alt_payments_pending

3

in the Order section it says they are paid/refunded but in the payout section all the transactions, they are all pending. One refund has been pending for 2 months. It’s every order.

4

in the Order section it says they are paid/refunded but in the payout section all the transactions, they are all pending. One refund has been pending for 2 months. It’s every order.

5

Perhaps you can show us the screenshot with blacken out the details of your customer and StoreID. This paint a better picture for us to understand your issue.

6

1459443C-E82D-44BB-9A60-9999A5AC0872.png
1459443C-E82D-44BB-9A60-9999A5AC0872.png750×1334 88.9 KB

It says next payout on… but when that day comes it changes to a different day and then keeps changing every time that day comes.

7

Hi @Paige3man ,

Are you using Shopify Payment as your payment gateway? They will hold up to 21 days or they payout based on a fixed schedule. Do read the link below to check further. You can contact Shopify Support team to check on those late payments/refunds.

Read this: https://help.shopify.com/en/manual/payments/shopify-payments/getting-paid-with-shopify-payments#payout-and-fee-tracking