Why is my payout balance still pending?

[Shahnaz_Hughson]

What is going on with the Payout balance?  I am still pending transactions from the 15th that have not been paid, or the balance payout cleared. I keep being told that you're working on it. We are now in one of our busiest time and we have this issue. Can you please send us an update please.

[Kimi]

Hi, @Shahnaz_Hughson.

Thanks for reaching out about this. I definitely hear your concerns and understand the urgency of this matter, especially during such a busy time of the year.

I can confirm that there's currently a known issue with some payouts and how these are being reflected in the Shopify admin, particularly those that have been issued between 14 November to 16 November. Some of these payouts were showing an incorrect balance within the Payout admin and/or were missing transaction details.

It sounds like you've been in touch with our Live Support team about this matter however, is that correct? If this is the case, you can continue to reply to the support ticket you have open with us, as the team handling your case is best equipped to support you and provide any relevant updates that are specific to your account.

Rest assured that our team is actively working to fix this issue as soon as possible, alongside our banking partners. I understand it can be frustrating to wait, but our team will continue to support you via any support tickets you have open with us and update you once we have a fix in place. Thanks for your continued patience.

[Cabana19]

I am having the same issue…has this been resolved for you?

[Shahnaz_Hughson]

Nope. Still no change.

[Cabana19]

Did they resolve yet?? I am still having issues. Have you been paid for your pending transactions into your bank account and they have not cleared in your balance or have you not been paid and what the balance is showing is what is still owed? 

[Kimi]

Hi @Cabana19, thanks for reaching out.

I'd like to clarify and confirm that merchants that are impacted by this issue may notice a larger payout balance displayed than what is actually outstanding.

So while it may look like there is a large amount of payouts pending in your account, our team has confirmed that this is a display issue and you should now have received the correct payout funds in your bank account. Our team are currently still working to fix the display issue so that your payouts will be correctly shown within the Shopify admin.

In the meantime, you can check your bank statements and deduct the value of the payout you received around that time from the displayed balance. This will show a more accurate representation of your actual payout balance, rather than what is currently being displayed in the Shopify admin.

Thanks again for all of your continued patience here while we work in resolving this display issue.

[Cabana19]

Resolved…thank you;)