Getting support

If you need support regarding your payment, then you can reach out to the merchant who is sending you the payment directly. If you have specific questions, review the following questions and answers to resolve your issue.

The payment hasn't arrived, what do I do?

The time for a payment to reach a vendor's account depends on the delivery method, but there can be additional considerations:

  • Payments are processed only once per day before 11:30 am ET. This means that any payments submitted after 11:30 am ET begin processing the next day. For example, a payment that takes one business day that is paid at 1:30 pm ET on a Monday isn't processed until Tuesday morning, and so won't arrive at your account until one business day from Tuesday, which would be Wednesday.
  • Federal holidays can affect delivery times.
  • The first time that a merchant pays a vendor, extra delays can occur while the payment is reviewed.
  • High-value payments can take additional time to process.

For a full list of payment delivery times, refer to the vendor delivery methods.

If the merchant selected to let you choose the delivery method to receive the payment, then you're sent an email with a link to choose the method. The link is valid only for seven days. If the link expires, then the payment is canceled. Reach out to the merchant and request that they create a new bill payment and send a new link.

Who do I contact for issues with the payment?

For any issues with your payment, contact the merchant directly.

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