Why is my customer's payment still pending after 2 weeks?

[Alex1223]

Hello I have had a customer place an order almost 2 weeks ago and i still have not recived a payment. When i have a look into it, it says that my payment is pending, its been like that for 2 weeks. Should i keep waiting or is something wrong? I've tried doing everything mentioned by the shopify community, but none of it seems to have worked. Help will be greatly appreciated.

[Shay]

Hi @Alex1223 

Thank you for sharing those details! Are you seeing a pending payout date at all, or just "pending"? All scheduled payouts should show the day they are expected to be deposited. If this is your first payout it can take a bit longer than normal before it is deposited. 

I recommend checking in with our authenticated support for further assistance in tracking down this payout and confirming when it will be deposited. To access our authenticated support, please follow this link: Shopify Help Center, type your issue into the AI chat and follow the prompts to continue to our support team. 

[Alex1223]

Thanks for the reply. I can only see "pending" highlighted in blue when I go on the transactions page. This is my first order, and I do understand if it may take longer, but I would like to know whether I should keep waiting or look into it.