Why is my payment still pending after 11 days on my online store?

Technical Q&A

Topic summary

  • Issue: A merchant ran test orders using PayPal and Shopify Payments. PayPal processed and refunded successfully, but the Shopify Payments card transaction remains “pending” after 11 days despite correct bank details.

  • Clarifications requested: Confirm whether all Shopify Payments setup steps were completed. Check the Admin > Payments section for any banners or error messages related to the Shopify Payments account.

  • Next steps: If setup is complete and there are no warnings, contact Shopify Support to authenticate the account and have the payouts investigated. (“Payouts” are transfers from Shopify Payments to the merchant’s bank account.)

  • Status: Unresolved/ongoing. Awaiting the merchant’s verification of setup and potential follow-up with support.

Summarized with AI on January 18. AI used: gpt-5.
1

I was wondering if someone could help I have done a test order on the store I have been building on both PayPal and shopify payment the PayPal one went through fine including the refund I then issued myself however the card oddments through shopify payment is still showing as pending and has not reached my bank account it has been 11 days and I gave checked my bank account details are correct can

2

Hi @GARRYGRIMSHAW1 ,

Did you complete the setup steps for Shopify Payments prior to processing this test order? Are there any banners or error messages in the Payments section of your admin related to your Shopify Payments account?

If you’ve completed setup and see no messages about your account, please contact our support team directly so we can authenticate you on the account and take a look at your payouts to see why there has been this delay.