Why can't I see a customer's payment in my account?

Payments + Shipping & Fulfilment
1

I need assistance in regards to a payment, it was sent back and it states the customer paid but I do not see the money anywhere. It would be helpful for shopify to have customer support instead of making it so difficult to communicate with a representative.

2

Open this link in Chrome Incognito mode. You should be able to get in contact with Chat support.
https://help.shopify.com/en/questions#/contact/chat

3

Hey there, @spiritualista .

I’m sorry to hear you’re having trouble with your payment, and I’m happy to help.

To confirm, your customer placed an order and paid for it, but you don’t see the money anywhere, correct? I recommend first going to the order timeline (at the bottom of the order page) and checking which payment method the customer used (Shopify Payments, PayPal, etc.) and verify whether you see the payment in your payment account (for Shopify Payments it will be listed in your admin under Finances > Payouts, and for PayPal it will be listed in your PayPal account).

I’d be happy to continue helping you out here, but I’m unable to provide account-specific support through the community as I’m not able to access the back end of your store. If you want to get in touch with our live Support team (who will be able to access your store and admin), @Nick_Marketing is right that you’ll get in touch through the Help Center! I also have some more detailed steps here:

  1. Head over to this link: Contact Shopify Support · Shopify Help Center
  2. Log in (recommended) or Continue without logging in
  3. Use the Search Bar to look into your current issue, such as “Issue with payment” or “Request callback”
  4. Scroll down to where it says Get support and click Continue
  5. Choose Chat With Us, Schedule a Callback, or Email Us

If the Callback option isn’t available at the time you follow these steps, it may be because the queue is currently full. In these cases, I would give it 5-10 mins and then check once more.

I also have a short screen recording of the process that you can check out.

I hope this is helpful, and please let me know if you’d like any further clarification!

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