Why can't I see my customer's PayPal payment in my account?

Why can't I see my customer's PayPal payment in my account?

Dan180784
Visitor
2 0 0

Hi I received a sale and the customer paid via PayPal and I can’t see the payment received in my PayPal account and I can’t see it as a payout on Shopify can someone help please?

Replies 4 (4)

Summer
Shopify Staff
1420 324 256

Hey, @Dan180784! Welcome to Shopify Community!

 

Whenever a customer pays via PayPal, payouts are directly sent to PayPal so we are unable to trace the payout on our end. Since this is the case, your best point of contact with this concern is PayPal Support. Feel free to head over to their support page so they can find your payout for you.

 

If you need help with anything else, don't hesitate to create a new post and we'll help you out!

Summer | Social Care @ Shopify 
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Dan180784
Visitor
2 0 0

Hi Summer

Paypal said they can’t help me 

thanks

Dan

delraeartistry
Visitor
1 0 0

I too am in the same position! So do we not get this payment? I am confused!

Summer
Shopify Staff
1420 324 256

Hey, @Delraeartistry and @Dan180784! 

 

@Delraeartistry, I'm sorry I overlooked your reply in this thread.

 

PayPal should be able to trace this payout, so I'm unsure why they are suggesting they are unable to help. Can you try contacting them again and providing the authorization key for the payout? You can find this in your order's timeline. I've shared the steps on finding the authorization key below if you need them! 

 

  1. In your Shopify admin, go to Orders. 
  2. Click the relevant order.
  3. Scroll down to the Timeline.
  4. Click the payment history to expand its details. 
  5. Note down the Authorization key and share this with PayPal. 

26-56-5431-90821.png

 

I hope they can locate your payout then! 

Summer | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog