Reason 1 — Fees, refunds and chargebacks are deducted
Your payout is your net amount — your total card takings minus any deductions processed that day.
Deduction | What it is |
Transaction fees | A small percentage deducted per transaction |
Refunds | Any refunds you've issued are deducted from the payout |
Chargebacks | If a chargeback has been upheld, the disputed amount is deducted |
To see a full itemised breakdown, go to Basecamp → Reporting → Payouts and click on any payout entry.
Reason 2 — Your Totals Report shows different transactions to your payout
If you're comparing your payout to the Totals Report printed from your card machine, they may not match — and that's expected.
Your Totals Report shows transactions that have reached authorised status
Your payout only includes transactions that have reached captured status
These are two different stages in the transaction lifecycle. Authorised means the funds have been reserved on the customer's card. Captured means the funds have actually been collected and are ready to pay out.
💡 Also check: If you haven't reset your Totals Report recently, it may be showing transactions across multiple days rather than just today. Check the Period Start and Period End dates at the top of the report printout to confirm the date range you're looking at.
Reason 3 — A capture delay has pushed a transaction into the next day's payout
Occasionally there's a short delay between a transaction being authorised and being captured. If that delay pushes the capture time past midnight, the transaction will appear in the following day's payout rather than the current day's.
Example:
Time | What happens |
Day 1 — evening | Transaction is made and reaches authorised status |
Day 2 — 02:30 AM | Funds are captured |
Day 2 — 09:00 AM | Payout processes — but this transaction isn't included as it wasn't captured before the previous day's cutoff |
Day 3 — 09:00 AM | The transaction appears in this payout |
This is normal behaviour and not an error — the funds are not lost, they simply appear one day later than expected.
I have multiple sites — will each site show separately?
Yes. If you run more than one site, each location has its own payout entry in Basecamp. Make sure you're looking at the correct site when comparing figures.
Still think there's a discrepancy?
If you've checked all of the above and your payout still doesn't add up, contact our support team with:
The date in question
Your expected amount vs the actual payout received
Your Merchant ID (found in Basecamp under Account Settings)
For more detail on how payouts work, see: When will my money arrive in my bank account?