A multiple output transaction is a transaction where coins are sent from one location to many locations at once under the same transaction ID (TXID). Here is an example of a multiple output transaction on the Bitcoin blockchain:
As you can see in the example there are funds being sent to 14 different addresses all under the TXID of 775a4c0b8f76b523ef1fca9285f57a50852f8dd58ecc441d8c7a5351771f47f8 .
This type of transaction can potentially result in two or more deposits to ShapeShift being associated to the same TXID. In this case, our system would detect only the first deposit associated to the TXID. For this reason, multiple output transactions are not compatible with ShapeShift.
Multiple output transactions are common when sending directly from a pool or third party. In order to guarantee successful exchanges, you will need to send your funds first to a private wallet, then to ShapeShift. If you believe you have deposited funds to ShapeShift in a multiple output transaction, please contact our support team so that we can locate your funds and return them to you.