Shopify Payments and PayPal Express Checkout is still processing this order’s payment. To make sure you get paid, wait for the payment to be successful before fulfilling this order.
The email address is the same on both Shopify and PayPal accounts. I did setup the PayPal Account after the order was submitted. Don’t know if they need to re-purchase again. I checked the community boards and everyone just mentioned to make sure email address’ are the same, and they are. And to call Paypal which they’re useless over the phone, just disconnects my call when I call them saying they can’t answer my inquiry over the phone. Any resolve?
Hello, @IronFist . Thanks for taking the initiative to troubleshoot this on your own before reaching out! You’ve checked all the correct parameters, and that’s great to hear everything is as it should be.
How long ago was the order placed? Sometimes it can take up to 48 hours for Paypal to process a payment, after which time the order’s payment status should move out of the pending state, and the notification will disappear.
However, we have noticed that from time to time Paypal’s notification that the payment has cleared, doesn’t get sent back to Shopify. When this happens, the payment for the order in your Shopify admin will continue to show as payment pending for longer than expected, even though you have already received the payment into your Paypal account.
If this is what’s happening for you (ie. the payment has been pending for longer than 48 hours), and you see the funds have been successfully deposited into your Paypal account, then you can manually mark the order as paid. This is done by clicking on the ‘Collect payment’ button within the order, and choosing ‘Mark as paid’. It will look similar to this:
The good news is, our developers are aware of the issue! They are currently working with PayPal to ensure that pending payments with PayPal are updated within both your PayPal dashboard, and your Shopify admin to make your order management easier. I don’t have an exact timeline to share for when these improvements will roll out, but in the future and over time, you will observe that a payment pending status will consistently update within the 48 hour time frame.
I hope that helps! If you have any other questions or concerns, just let me know.
Thanks for the prompt response. I don’t show the funds in the Business Paypal account. It’s been 6 days now since they initially made the order. I’m still at a loss as to what more needs to be done.
Thanks for that info, @IronFist . Since the payment has not been received into your Paypal account yet, that means that it actually is still pending.
Is there an indication within the banner at the top of your order, or within the payment event in the order’s timeline that the payment was via Paypal e-check? I know that e-check’s take a little bit longer to process, so that could also be a reason for the lengthy time it is taking to process.
In either case, if you still haven’t received the payment into your Paypal account, your next step is to contact Paypal directly. They’ll be able to look closer at the transaction and advise as to the status of it so that you know when the funds will be deposited.
Let me know if I can be of any further assistance. All the best!
