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The Payouts page of your Payment Portal shows the deposits sent to a merchant’s bank account, including details on individual transactions in each payout. You can also export payout data to assist with reconciling your records. This article provides best practices for you to reconcile the deposits you receive with the reports available in the Portal and your eTailPet system. It also covers how to troubleshoot discrepancies and escalate issues when needed.

Access

Once you have logged into your Portal page, click on the Payouts option in the upper left.

Payouts Page Content

The page includes the following sections: 

• Pending Deposit — Shows total current pending deposit amount.
• Payouts Date Range Filter and Search — Allows you to select a date rage to pull the details and totals and to search for a specific payout ID.
• Gross Sales, Fees, Refunds, and Net Deposit — These fields give totals based on the date rage you select.
• Payout Details — Gives the Date of the payout, the Payout ID, the Status, and Totals included in the payout.
• Payouts Daily Detail — Clicking on a payout line will open the details of all the transactions included in that payout.
• Payout Report Print / Export — These buttons will Print and / or Export (download) an overview or a detailed report based on the date range that you set (the exported file is in the CSV spreadsheet format).
• Pending Deposit Details — This area includes the Charges, Fees, Refunds, and the Total that are going into the next Deposit.

Additional Notes for Interchange+ (IC+)

IC+ merchants have access to detailed fee breakdowns:

• Interchange Fees — Set by the card brands and paid to the issuing bank.
• Volume Fees — A percentage fee charged by the processor.
• Transaction Fees — A flat fee per transaction.

These fees can be reviewed in the Monthly Summary CSV file, which is exclusive to merchants using the IC+ service. The file can help you reconcile your payouts more accurately. You will see a link on your Payouts page to download the monthly summary if you are using this service.

Pending Deposit

This section shows the balance details of the most recent or upcoming payout. It includes Charges, Fees, Refunds, and the Total. A negative balance indicates you owe money. Payouts will pause until the balance is positive. If the negative balance is more than $500 or remains unpaid for over a week, a direct ACH withdrawal may be initiated. Refunds and chargebacks are common causes of negative balances.

Reconciling Reports

Payout reports provide a simple view of daily transaction activity, including gross sales, fees, refunds, and net deposits. You can use this information in two ways:

• Monthly Reconciliation — Match POS daily sales to Gross Sales in the payout report, then compare the Net Deposited value to the actual bank deposit. At the end of the month, record a single line item for total fees.
• Daily Reconciliation — Perform the same comparison on a daily or weekly basis. This involves recording gross sales, subtracting listed fees and refunds, and confirming the net deposit.

Troubleshooting Payout Totals

If the payout total doesn’t match expectations, you can use the Export function on the Payouts page to download a transaction detail report. This report includes each transaction, refund, and fee, and you can analyze the data in a spreadsheet to identify issues.

The report reflects only the currently filtered data on the page and is exported as a CSV file. Use this file to validate that gross sales minus fees and refunds match the reported net deposit.

Process to Correct Errors

If fees, refunds, or chargebacks are missing or appear incorrect in the report, contact our Operations Support Team. They can assist with identifying issues, investigate, and correct any issues.

Related Topics

Payment Portal

Portal Virtual Terminal Page

Payouts Paused/Pending

Portal Profile Page

Portal Manage Users Page

Portal Disputes Page

Frequently Asked Questions

Q: I have a question, but I can't find my answer here. How do I get more assistance?

A: You can ask any question at the number listed here. Contact our support team at (323) 370-0738 for the U.S. and (888) 370-2363 for Canada.