Reconcile online payments with the gateway
Compare what your payment gateway collected with what is recorded on bookings, fix each difference and check the daily settlement.
Reconcile once a week, or before you close the month, so every card payment the gateway took is on a booking and every card refund on a booking really happened at the gateway.
Before you start
You need permission to see the gateway log and reconciliation (owner, manager and finance by default).
Steps
- Open Payments and the Reconciliation tab. It shows the last 30 days.
- Change From and To if needed, and pick a Gateway or keep Every gateway.
- Press Check stuck payments now. The system asks the gateway about payments that started but were never confirmed, and about pending refunds. You see … stuck payments were confirmed and recorded or Checked … open checkouts. Nothing new was paid.
- Read the chips at the top. The gateway and the books agree means there is nothing to fix. Otherwise each kind of difference shows with its count.
- Work through the Difference table. Each row shows the difference and what to do, the Date, the Gateway, the Booking (and receipt), the Gateway id, At the gateway and In the books (with the fee).
- Fix each one as the table below says, then press Check stuck payments now again or reload the tab.
- Check the Daily settlement table against your gateway payout or bank statement.
- Press Export to keep a copy. The Excel file has two sheets: the differences and the daily settlement.
The differences and what to do
| Difference | What to do |
|---|---|
| Paid at the gateway, not recorded | The gateway took the money but no payment is on the booking. Check the amount and record it, or refund it. |
| Recorded, no gateway success | A payment says it came through the gateway, but the gateway never confirmed it. Check the gateway dashboard; if no money came in, refund the recorded payment by hand to correct the booking. |
| Amount differs | The gateway and the books show different amounts. Check which is right and correct the booking with a payment or a refund. |
| Currency differs | The gateway charged another currency. Check the gateway account's currency in Settings → Connections. |
| Refunded at the gateway, not recorded | Money went back to the card but no refund is on the booking. Record a manual refund. |
| Refund recorded, no gateway refund | A card refund is recorded but the gateway has no such refund. Refund at the gateway, or correct the booking. |
| Refund pending | The gateway has not finished this refund yet. It is checked again automatically. |
| Refund failed | The gateway turned the refund down. Refund the customer another way and correct the booking. |
The daily settlement
One row per day, gateway and currency: Payments (count), Collected, Refunded, Net, Gateway fees (with the payout after fees, when the gateway reports fees), Confirmed by the gateway and Difference. A difference other than zero shows in red.
Note
Payments made before the gateway log started are not reported as missing; the screen shows Gateway log since …. The test gateway appears only in the daily settlement, with no comparison.
Related articles
- Check a call in the gateway logSee every call between the system and your payment gateway, what was sent and what came back, to find out what happened to a card payment.
- Online payment problems and fixesThe customer paid but the link still shows open, the link expired, the card was declined, a refund failed or the gateway refused: what to check.
- Give a refundReturn money to the customer: back to their card through the gateway, by hand in cash or by transfer, or as credit for a later trip.
- Record a paymentAdd a payment the customer made in cash, by card machine or by bank transfer, and send them the receipt.
- Export payments and open balancesDownload to Excel the payments received in a period, the balances customers still owe, or a list of bookings.