If a discrepancy is identified, do an initial check of what could be causing the settlement discrepancy between the amount on a receipt and the deposited amount into the nominated account.

Note: If none of the listed discrepancy causes have been identified as a possible reason or you have recently installed a new/additional terminal, please contact the helpdesk on 1800 243 444 to help further troubleshoot the settlement funding delays or discrepancies to your nominated account.

Possible causes for discrepancy

Performing a settlement multiple times

  • The terminal should only settle once per day, any transactions made after that first settlement will be funded the following day
  • Check that multiple settlements were not performed throughout the day
  • Settling early will potentially cause confusion and split funding entries to the actual trading day versus business day/ settlement date

Performing a settlement outside cut-off window

  • Check the settlement time on the receipt is within the settlement window and not performed outside of the settlement cut-off window
  • If a settlement has been requested to be settled at a set time every day, check that the settlement cut-off was not set outside the terminal cut-off window
  • Note: See settlement windows section for suitable settlement timeframes

Fees/Chargebacks Collection

  • If there are no outstanding monthly fees or chargeback collections that are unable to be deducted from the nominated account, this amount may be deducted for a daily settlement amount

Refund

  • Confirm if any refunds performed has reduced the amount deposited in the daily settlement account

Reversed Transactions

  • Confirm the printed transaction receipts are marked approved and none have declined for any reason causing a discrepancy to the settlement

Unprocessed (Rejected) Transactions

  • Confirm if a transaction performed has not reversed back into the cardholders account

Offline Transactions

  • Confirm that any offline transactions have been processed and confirm funding for the next 2 days for the remaining transactions to be paid in the settlement performed on the following day

Paper Vouchers

  • Confirm if the processed batch transactions contain paper vouchers
  • If a paper voucher was processed, confirm that the amount accounts for the difference

Transaction held for review due to fraud detection system

  • A transaction amount could be held as a result of our fraud detection system. These transactions are reviewed daily (business days) and funds are typically released within 1-2 days unless the Credit and Risk team have any questions about the transaction(s)
  • Then, they will make contact for further clarification on the transactions before releasing the funds