Something has gone wrong with my Payment Processor Transaction uploads
Important: This guidance is for organisations that have Stripe / GoCardless / Stewardship set up as payment processor account within ExpensePlus.
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
When a payout from your payment processor appears on your match transactions screen, this is reconciled as a Transfer From Payment Processor, which 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, uploading the payout transaction report from your payment processor that details the income and fees for the payout, increases the payment processor account balance in ExpensePlus back to zero. You can then reconcile the uploaded income and fees transactions in a highly automated efficient way. This help guide article will guide you through the process.
What could have gone wrong?
The most likely issue is that you've uploaded the wrong Stripe 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 forgot to check your payment processor account balance became zero when you uploaded payout transactions, you will need to unmatch all of the transactions that you uploaded incorrectly, by clicking the unmatch button to the right of these transactions on the view statement screen for your stripe account, then click the Delete Last Upload button.
Once the transactions have been removed and the payout transaction within your payment processor account has also been deleted, your payment processor balance should return to zero. If it doesn't, you may need to go back further to get to where the payout processor transactions are correct.
Note: If you didn't follow the recommended advice of changing your Stripe Payout frequency to either 'weekly' or 'monthly' AND you haven't been checking your payout processor balance has returned to zero each time you upload payout transactions then you will find it significantly harder to find and rectify payout processor account related issues, and you may need to resort to making a list of all payout reconciled on your bank account, then downloading the payout transactions for each, and then manually comparing these to all of the payout transactions you have uploaded to find which transactions are missing / added incorrectly.
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. Please get in touch with our support team by clicking send us a message to ask for additional support and an estimated cost for this.
To better understand the Bank Reconciliation module, please view the module overview video here.