If the deposit that reached your bank is smaller than the sales you expected, the difference is almost always explained in the payout details: the amount you receive is net, meaning your sales minus the period's transactions. Before reporting it, reconcile the details.
What is deducted from a payout
- Fees: each processed payment has the agreed fee and its taxes deducted.
- Refunds: the refunds you issued during the period are subtracted from the amount to be deposited.
- Chargebacks: a chargeback received withholds or deducts the disputed amount while it's being resolved.
- Adjustments: operational corrections or outstanding charges from previous periods.
- Payments outside the cutoff: payments confirmed after the cutoff aren't lost; they go into the next payout.
How to reconcile the deposit
En Panel Conekta: Balances → Payouts
Open the payout details
You'll find the full breakdown: included payments, fees, refunds, chargebacks, and adjustments for the period.
Compare the gross amount with the net amount
The gross amount is the sum of your sales for the period; the net amount is what reaches your bank. The difference should match the deductions in the breakdown.
Check which payments made the cutoff
If a payment doesn't appear in the breakdown, check its confirmation date: it will probably go into the next payout.
Compare against your bank statement
Confirm that the net amount in the Conekta Panel matches the credit recorded by your bank, using the date and reference.
If the difference persists
When the breakdown doesn't explain the difference, gather the exact details and escalate the case. This article will help: What information to send to Support about a financial discrepancy.