Reconciliation Reports

The reconciliation report details any Paybox transactions that require attention. Transactions that are processed through Paybox have their payments split between the platform, partner, marketplace and outlet. Where one of these transfers fails, this will be detailed on the Reconciliation Report.

The report filters out all cash payments by default. You can change this filter to show all orders, or all orders excluding cash orders made on non-Paybox marketplaces. Note that Paybox Enterprise cash orders will be listed in the report if displayed as these orders do not have an automated transfer for their Redbox fees.

Failed Transfers due to Connected Account Capabilities

The most common reason for a transfer to fail is that the Paybox connected account was restricted at the time of the order due to incomplete KYC requirements. When this happens, the reconciliation report will show which transfers failed as a figure in red (most likely £0.00) next to the expected transfer. Note that outlets that have capabilities restricted are automatically disabled in Redbox to prevent ordering while transfers cannot be made, so this type of issue is rare.

To resolve a transfer issue, the missing funds should be transferred manually from the account where the funds have been retained. You can identify the location of these funds as they will show as a figure in red, which is higher than the expected transfer (or retained funds). For Paybox Enterprise, these funds will be in the Partner account.

Before you resolve a transfer, you should verify that the transfers have not occurred by searching for the order number in Stripe, which will list the transfers for the order in the transfer group.

Negative Transfer Calculations

Transfers can also fail when the order value is too low, resulting in a negative transfer calculation, which Paybox cannot process. This can occur when a large discount is offered, or when the commission rate or service charge is too low to cover all fees. When this happens, the reconciliation report will show a negative figure in black, as a negative transfer has been calculated, and a transfer of £0.00.

Opening the order details from the reconciliation report helps you identify why the order total is too low and if a discount caused the issue. Opening the outlet from the reconciliation report helps you identify outlets where financial overrides are too low.

These orders cannot be resolved by manually transferring any funds.

Refunds

The reconciliation report also includes orders that have been refunded if there was an issue with the original order or the refund. These orders will have the same order number and an arrow icon to show they are linked.

If there was an issue with a transfer, a refund may mean that transfer corrections are unnecessary. In this case, the label will say REFUND RESOLVED, and the tool tip will inform you that resolution is not required.

Other Issues

If an order has been flagged in the reconciliation report and you are unable to attribute it to a failed transfer, a small order value or a commission or service charge issue, and are unable to resolve the issue yourself, please get in touch with our team to investigate and advise.