|Manage Shop payment display issues [message #47204] Thu, 19 April 2012 04:18 UTC
I wanted to provide an update about shop owner payments. As you might have noticed, there were inconsistent values being displayed on your Manage Shop page and Order Overview excel. In particular, the numbers displaying Current Payment / Next Payment / Pending Payments / Payment History have been showing different values depending on where and when you checked. This is not cool.
First, let me say that we are very sorry that this problem has been occurring. I'd like to share some insight about our process, what's been going on, and what we're doing to fix the problem permanently. As I've shared before, ensuring that we provide you clear, consistent, and accurate information about your shop finances is our top priority. Whether your Shapeways shop is your business, hobby, or just a fun experiment -- it should be completely, 100%, crystal clear what you are paid, when you will be paid, and that number should always match what goes into your PayPal account.
What's happened, and why
We've been digging into the issue over the last month, which unfortunately has taken us longer than expected. As we've shared in the past, we've inherited some issues that can sometimes hide the root cause of problems. Given that the issue involved your finances, we were reluctant to tack on a quick fix that could create otherwise unforeseen consequences.
We now fully understand the cause of the issue and are working to build a long-term solution, which we'll implement over the next week. Rest assured that the payments you've been receiving are 100% accurate -- the issue is that what you were seeing on the website did not match the accurate payments.
Our short-term fix
The good news is that the 'Order Overview' spreadsheet was correct. As of today, you'll notice a change on the 'My Models' page (thanks B1lancer for the idea) , which provides detailed instructions and screenshots for how to pull your monthly earnings from the spreadsheet. You can access the excel spreadsheet via the My Models page, or by clicking here.
We realize that this is not a permanent solution, but it was very important to us to make sure that you had complete access to your payment and order data.
The long-term solution
I'll post an update tomorrow with more information about the long term solution. When it comes to your payments, we want to make absolutely sure that we are fixing things and not breaking things.
If you have questions, concerns, or just want to speak your mind, we'll continue to use the most recent active forum thread regarding the issue.
Director of Product - Shapeways