Hello
I made a sale today on shopify and the customer had paid by paypal.
The sale is marked on shopify but not on paypal.
I contacted the paypal service and they told me that the problem comes from shopify.
Could you please help me to solve this problem.
Sincerely
Topic summary
Sale paid via PayPal is recorded in Shopify, but the corresponding payment/confirmation isn’t visible in the seller’s PayPal account. PayPal support reportedly said the issue is on Shopify’s side.
Clarification: The payment was processed through the PayPal gateway, not Shopify Payments, causing confusion about why PayPal attributes the problem to Shopify.
Possible cause proposed: The buyer may have paid via a PayPal e-check, which is similar to a physical check and can remain pending until it clears. This delay would explain why the payment isn’t yet reflected in PayPal.
Action items requested: Provide more detail on PayPal’s reasoning for blaming Shopify. Confirm whether the transaction type was an e-check and check the payment’s status in PayPal.
Status: No resolution yet. The thread is awaiting confirmation of the payment method and additional context from PayPal support to determine next steps.
Hi @RACH2022 ,
Apologies for the delay in replying to you!
As I understand it: a customer made a purchase on your store through the PayPal gateway.
The order has been recorded in your Shopify admin, but you have not received any money or order confirmation in your PayPal account.
As Shopify is not the payment gateway processing the payment in this case, I’m a little confused as to why PayPal has said the issue lies with Shopify. Could you give me any more context around that, please? Did PayPal Support offer any more explanation as to how they came to that conclusion?
The only thing I can think of that might be affecting your payment, is that your customer used an e-check to pay for their order - which may take time to clear, as it is just like a physical cheque.
Could you confirm whether this is the case, please?