Something has gone wrong with my payment processor transaction uploads
This guidance is for organisations that have a payment processor account set up within ExpensePlus that is on the list of supported payment processors AND upload transactions from statements rather than by automated feed.
If you are reconciling your payouts from payment processors using the Mixed Income option, this help article isn't for you, and you should see this separate help article.
What should happen
We recommend following the guidance in the helpguide article for your specific payment processor. You can see a list of these helpguide articles here: Which payment processors does ExpensePlus support?
When a payout from your payment processor appears on your bank account's match transactions screen, you should reconcile it and choose the transaction type 'Transfer - From Payment Processor'.
This creates a transfer from your payment processor account within ExpensePlus to your bank account. This causes your payment processor account balance in ExpensePlus to temporarily have a negative balance (equal to the payout amount received).
Then upload the payout transaction report from your payment processor.
This uploads the transactions which show the income and fees for the payout. Uploading these transactions also increases the payment processor account balance in ExpensePlus back to zero.
You can then reconcile the uploaded income and fees transactions using quick-match in an efficient way.
What could have gone wrong
The most likely issue is that you've uploaded the wrong transactions.
If this is the case, and you haven't matched any of the payout transactions for this payout, you can simply click the 'Delete Last Upload' button to remove the uploaded transactions in just one click.
If you have matched some of the transactions, you will first need to click the unmatch button to the right of these transactions on the view statement screen for your payment processor account, then click the 'Delete Last Upload' button.
After removing incorrectly uploaded transactions and the payout transaction within your payment processor account has also been deleted, your payment processor balance should return to zero.
We recommend changing your payout frequency to either 'weekly' or 'monthly' within your payment processor AND checking your payout processor balance has returned to zero each time you upload payout transactions.
This prevents issues and makes it easier to find and rectify payment processor account related issues.
If you have not set weekly or monthly payouts, try to follow these steps to find which transactions are missing / added incorrectly:
- make a list of all payouts reconciled on your bank account
- then download the payout transactions for each
- then manually compare these to all of the payout transactions you have uploaded.
Need more support?
Unfortunately finding and fixing upload mistakes isn't part of the regular software support that we offer.
However, we appreciate that sometimes organisations do get stuck with this.
We can help find and fix mistakes for you as part of the additional support that we offer - please note that we charge for our team's time to do this.
To find out more, see here: Additional 1:1 training and support
To better understand the Bank Reconciliation module, please view the module overview video here.