Missing Payouts

Overview
Delayed or missing payouts can be caused by banking processes or internal holds.

Common causes:

• Bank processing delays or cutoff times
• Holdbacks due to suspicious activity or compliance reviews
• Mismatched or outdated banking information in merchant profile

How Flatpay handles payout issues:

• Verifies payout release status in system dashboard
• Reconciles payment transactions and banking references
• Communicates with involved banks to trace missing funds

Additional common payout problems:

• Partial payouts due to transaction disputes or chargebacks
• Payouts returned due to invalid bank details
• Differences in payout currency and bank account settings causing delays

What customers can do:

• Check your bank for pending transactions or holds
• Confirm your payout schedule and cutoff times on your dashboard
• Review and update your banking details regularly

Escalation process:
If payouts are confirmed missing in our system, cases are escalated to Operations and Global Operations for manual resolution.

FAQs:

• Why am I receiving partial payouts?
  Disputes, refunds, and chargebacks can affect the payout amount.
• Can payouts be delayed due to bank holidays?
  Yes, bank holidays and weekends can affect transfer times.
• How do I update my banking information?
  Go to Account Settings > Payment Details in your merchant portal.

When to escalate:
If the issue persists after troubleshooting, please contact our team!

Additional Resources:

• Payout Schedule & Timing
• How to Update Banking Details
• Dispute and Chargeback Process Guide