Payout information - Ecommerce customers

This is your complete guide for everything related to your payouts as a Ecommerce customer.

How do payouts work?

Payout schedule

E-commerce payouts follow a 2 business day delay. You receive payouts daily, covering all Captured and Refunded payments from two business days ago. This means that today’s payout reflects the net amount of captures and refunds from two business days earlier.

Refunds and turnover

Refunds are deducted from your turnover and are not withdrawn directly from your bank account. Your payout amount therefore always reflects the net balance after refunds.

Reports and payout overview

You can generate a detailed payout report with a list of individual payouts using the Export button on the payouts page.
A payout summary report can be generated using Export on the payout details page.

Payment dates explained

• Authorized date: The day the customer makes the payment.
• Captured date: The day the bank is instructed to send the money to the merchant.
  This is often the shipping date for physical goods, or the day the merchant manually captures the payment.

Payment details and references

You can use the External Reference field to link a payment to an order, booking, or internal reference in your own system.

Clicking on a payment record opens the Payment Details page, where all related information can be reviewed.

Missing a payout?

There may be rare occasions when your payout doesn't arrive as expected. Below, we explain the most common reasons for payout delays and how we can help.

• Bank Holidays
  Banks do not process payments on national or regional holidays. If your scheduled payout falls on one of these days, the transfer may be delayed until the next business day. See our article on bank holidays for the current year.
• Payment Provider Delays
  Occasionally, our payment processing partners may experience technical issues or delays in their systems, which can slow down the payout process. These situations are typically resolved quickly. We try our best to inform our affected customers when our partners are experiencing issues.
• Note as a ecommerce customer: If you're missing certain orders in your payout, it may be because the order has not been shipped yet, which means that payment has not been claimed yet. Read more on our article on the payments page.
  

What you can do

• Have patience
  We know that running a business is stressful and that missed payments are a headache, but we assure you, that we're working 24/7 to make sure that you receive your missing payout as soon as possible. 

• Wait for the next business day
  Especially if a holiday or weekend has just passed.

• Reach out to our support team 
  If you believe there is an issue or need clarification.

We're here to help

Even if your payout is delayed, rest assured that your money is safe and will be paid out. Our team is always ready to assist you and ensure you receive your funds as soon as possible.

If you have any concerns or questions, please don't hesitate to contact our support team at +44 2080289990 or info@flatpay.co.uk.