Yesterday, I got 4 orders that payed with PayPal. It has been 24 hours and I have yet to receive the payment as they’re still pending. It says I have to complete setting up my PayPal Express gateway account but it’s been set up and turned into a business account. I don’t know if I should wait until its been 48 hours to get my funds or what do I do if I haven’t received my funds after the 48 hours?
Hi, @alejandrambby !
Welcome to the Shopify Community! Sorry to hear you’ve been having some troubles receiving your PayPal payments. Happy to help look into this with you. From your Shopify Admin, Under Settings > Payments, what do you see in the PayPal Express Checkout section? Is there a button asking you to complete your setup?
If everything looks to be setup, please confirm the email address that is listed for PayPal Express Checkout. Is this the email address you have used to setup your PayPal business account?
If this is the email address you used and you have confirmed that this has been setup as a business account, can you check your inbox associated with this email address and see if you have a confirmation email waiting from PayPal? This may be required to finalize the setup and start accepting payments.
Lastly**, did you receive the 4 orders before or after completing the account setup?** If you received them before completing the setup, it can take another order using PayPal to come through to trigger that the setup has been complete. I’ll also share our FAQ page on common issues with setting up PayPal.
Let me know how all of this goes!
Ah I see! I hadn’t set up the account just yet therefore I got my orders before setting up. However, I just had another customer pay with Paypal and I was able to receive that money. How come the previous 4 orders are still pending?
Glad to hear that you’ve received another order and that you were able to receive the money through PayPal without any issues.
As for the pending four payments, are you still seeing the error to complete the setup of your PayPal Express gateway? If so, please confirm that your store’s country settings under Settings > General are the same for both Shopify and your PayPal account.
Have you been able to receive those payments through your PayPal dashboard? Are they only stuck in pending on the Shopify side? If you have received the money in your PayPal account, you will need to manually mark the orders as paid on the Shopify side if it’s been more than 48 hours.
If you haven’t been able to receive / locate the money in your PayPal account, we’ll have to do some more digging. Is your PayPal account email address the same email address you used to sign up for Shopify? If these are different, the first payments likely have been sent to the email address you used to sign up for Shopify. Our Support team can help identify the email address these payments were sent to, if you believe this could be the issue. We are unable to provide account-specific support via the Community at this time, so you will need to reach out to our Support team via live chat, callback request, or email if you’d like our help determining which email address these payments were sent to.
Otherwise, once the account setup is complete (no more error), you’ve confirmed the email address the money was sent to, and you still have not received the payments, your best bet will be to reach out to PayPal directly. PayPal will require some information from your Shopify admin > Orders to help locate the payments.You can locate the authorization number and token number for the payments, which can be found in the order timeline, under Information from the gateway.
Let me know how this goes!
We just started our app - 3P ‑ Your Paypal Protection which was made to verify if customer used the same email for payment in PayPal as he use in your store. It will protect your store from payments made with stolen PayPals.