Hi we have opened two stores with shopify 2 months ago but we arent getting paid for our sales
atto australia
5 star mobility
Topic summary
Payouts from two Shopify stores have been delayed for weeks, with sales processing but no funds received.
Key causes and checks:
- Verify Payment capture setting (Shopify admin > Settings > Payments):
- Manual capture requires clicking “Capture” on each order before funds are collected.
- Automatic capture collects funds without manual action.
- If set to Automatic, prolonged holds may indicate an Accounts Department review for security/compliance with Shopify’s Terms of Service.
Current status and implications:
- Holds can occur as part of standard checks; customers can continue to place orders during this period.
- No confirmation yet of the store’s capture setting or whether an escalated support case is active.
Actions recommended:
- Check and, if needed, perform manual captures on orders.
- If using Automatic capture, contact Shopify Support to confirm the status of the payout hold and respond to any escalated support emails.
- Provide additional context/details about the hold to Support to expedite review.
Resolution: Not yet resolved; awaiting merchant’s confirmation of settings and coordination with Shopify Support. A screenshot illustrating the capture button was shared but is not essential to understand the issue.
Hi @desgraham ,
Are you setting your Payment capture in Shopify admin > Settings > Payment is Manually or Automatically?
If you select it is Manually then please check on your order, it has Capture button to get your money.
If you select it is Automatically then please contact support of Shopify about this issue.
Hey @desgraham !
I appreciate you getting in touch with us here in the Shopify forums, and I am sorry to hear about your experience.
Are you able to provide some information as to why your payouts are currently on hold, and if you have been in contact with our escalated support via email regarding this?
When payouts are on hold, sometimes this is due to a standard check carried out by our Accounts Department for merchant security and compliance with requirements and Terms of Service. In the meantime, your customers can continue to purchase items on your online store. The Accounts team work as quickly as possible as we understand how important payouts can be for cashflow. If you can provide any extra context to your situation and if you have contact support about this that would be a great help!