Why are my product payouts still pending?

[Mecker-ctrl]

Customer has purchased some products a while back.

Money not coming through.

Pay-out page is empty.

transaction page shows that pay-outs are "pending"

[Mecker-ctrl]

yes...sure...How do i fix it...?

[Mecker-ctrl]

i checked to make sure all my details are correct.

i made sure that my payouts were set to go out every business day.

[Mecker-ctrl]

no i have not figured out what caused the issue, that is why i am here, i am asking why it is not working

[Mecker-ctrl]

how should i do that?

[Dan-From-Ryviu]

Hi @Mecker-ctrl 

Your customer bank declined this charge that is why you don't get the payment and the payout is pending.

[Mecker-ctrl]

How should I go about solving this. 
I assume the customer will still receive their product

[divyansh2]

If a customer has purchased products from your Shopify store, but you are not receiving the expected payouts and the transaction page shows that payouts are "pending," there could be several reasons for this issue. Here are some common steps to take to address the problem:

Payment Gateway Issues:

Check if there are any issues or delays with the payment gateway you're using (e.g., Shopify Payments, PayPal, Stripe). Sometimes, payment processors may have delays in transferring funds to your account.
Hold Period:

Some payment gateways have hold periods, especially for new or high-risk accounts. During this period, funds may be temporarily held before they are released to your account.
Account Verification:

Ensure that your payment gateway account is fully verified and compliant with their terms and conditions. Incomplete verification could lead to payment delays.
Refunds or Chargebacks:

If there have been a significant number of refunds or chargebacks related to recent orders, this can delay payouts. Be sure to manage and address any refund or dispute issues promptly.
Contact Your Payment Gateway Support:

Reach out to the customer support or merchant support of your chosen payment gateway. They can provide specific information about the status of your payouts and help resolve any issues.
Shopify Payment Settings:

Double-check your Shopify Payments settings to ensure everything is configured correctly. You can access these settings in your Shopify admin under "Settings" > "Payment providers."
Check for Email Notifications:

Sometimes, payment gateways may send email notifications regarding issues with payouts. Check your email, including spam/junk folders, for any such notifications.
Account Balance:

Verify your account balance within the payment gateway's dashboard. It should show the total amount pending and when you can expect the funds to be transferred.
Transaction History:

Review your transaction history for any specific transactions that might be causing delays. Look for any flagged or pending transactions.
Contact Shopify Support:

If the issue persists, reach out to Shopify's customer support. They can investigate the issue further and provide guidance on resolving payout-related problems.
Remember that the specific steps and options available may vary depending on your chosen payment gateway and your Shopify plan. It's essential to communicate with both your payment gateway provider and Shopify support to pinpoint the cause of the issue and resolve it promptly.

If you need more regarding this problem contact us.

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[Mecker-ctrl]

how do i contact shopify support, i always just get sent to these help forums

[Iris]

Hi @Mecker-ctrl ,

Thanks for sharing your question here! I'm hoping it's safe to assume you are using Shopify Payments and referring to payouts through our in-house gateway. 

The All payouts section lists all of your payouts and their current status is described in the getting paid with Shopify Payments doc.

Note: 

Transactions share the same status as payouts with the addition of the Pending status. Transactions marked as Pending are for sales that you've made, but that haven't been sent to your bank account yet. The Payout Date for pending transactions is an estimate only.

You should see that your pending payout will change to "in-transit" during business hours once your payout date is reached.

Also is it possible that you have set a longer that normal payout schedule such as monthly in your settings? You can check your payout schedule by navigating to Settings > Payments > Shopify Payments 'Manage' and then checking the Payout schedule section.

I would also recommend checking your Shopify admin to see if there are any messages or warnings on your Shopify Payments account that need some attention. It's possible that verification documents may need to be submitted which could be causing the pending status on some of your transactions.

[Mecker-ctrl]

There is no date listed under payout date

It has been stuck on pending for 2 weeks now

payout schedule has been set to every business day from the start

there are no warnings or anything on shopify admin

[Iris]

Hi @Mecker-ctrl ,

Thank you for confirming the current situation. While I would love to assist you with that, I do not have access to your store's specific information over Community due to our strict authentication policy. 

However, our live support team will be happy to continue assisting you through our Help Center. Please visit this link and log in to your account to create a support request. They will be able to go through your payout section and clarify the situation for you.

[Mecker-ctrl]

how do  i create a support request?

i am greeted with this page

[Iris]

Hi @Mecker-ctrl ,

Thank you for sharing the screenshot. You can use the virtual assistant chat to input your current situation. For example write ‘My payouts are pending’. Virtual assistant will present relevant  options from the Help Centre for you, but if you still need help then make sure to click on that button. Select your store, if you have multiple, to connect with Support Advisor. Let me know how that goes.