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Support & FAQs｜Finance

Balance

Overview

  1. What is the Balance section? 
    The Balance section in Subotiz is the main financial dashboard, showing real-time values for Current balance, Pending balance, and Security deposit. It includes a full transaction history to help track cash flow, monitor settlement progress, and reconcile payouts.
 

Balance categories

  1. What does Current balance mean? 
    Funds available for immediate payout after clearing all settlement requirements.
 
  1. What does Pending balance mean? 
    Funds that have been received but are still in the settlement process. They will move to the Current balance after your payment cycle is completed. Used for forecasting future cash flow and planning payouts.
 
  1. What does Security deposit mean? 
    Funds temporarily held under the reserve policy for compliance or risk management purposes. They are released to the Current balance after the reserve period ends. This helps manage risk and ensure operational stability.
 

Access and navigation

  1. How do I access the Balance section? 
    Go to Finance > Balance in the Subotiz admin. The page shows the balance summary at the top and a transaction table below.
 
  1. How do I view Pending balance details? 
    Click View next to Pending balance to see unsettled transactions, settlement cycles, fees, reserved amounts, and net amounts.
 
  1. How do I view Security deposit details? 
    Click View next to Security deposit to see held transactions, reserve periods, reserve ratios, and release statuses.
 

Filters and search

  1. Can I filter transactions in the Balance section? 
    Yes. You can filter by Order number, Date range, or Transaction type to quickly locate specific records.
 
  1. What happens if I only know part of the order number? 
    Search requires an exact match. Partial matches are not supported.
 

Transaction list

  1. What information is included in the transaction list? Each entry displays:
    • Transaction time
    • Order number
    • Transaction type (e.g., Payout, Payin, Batch settlement)
    • Transaction amount
    • Balance after the transaction
    • Description (system-generated summary)
       
  2. What are common transaction types? 
    Examples include Payin, Payout, BatchSettlement, FundsReserved, ReleasedReserve, RefundFunds, Adjustment, and PayoutFee.
 

Descriptions and detail view

  1. What is the Description column? 
    A fixed, system-generated label summarizing the purpose of each transaction. Descriptions cannot be edited.
 
  1. What types of detail views are available? 
    There are two formats:
    • Standard detail view: For balance movements without linked customer payment data (e.g., Available balance payout).
    • Payment and settlement detail view: For sales or settlement records, showing full payment breakdown, fees, and reserve amounts.
 
  1. Why do some transactions have no detail view link? 
    Only transactions with stored settlement data (e.g., Payment, Online payment) have a detail view available.
 

Pending balance

  1. Why does my pending amount not match the original order total? 
    Pending balance shows the gross amount minus any processing fees and reserved amounts. Security deposit follow a separate release timeline.
 
  1. Can a transaction stay in pending longer than expected? 
    Yes. Delays may occur due to payment processor issues or review holds. Investigate if a transaction exceeds the standard payment cycle.
 

Security deposit

  1. How can I check when Security deposit will be released? 
    The Reserved fund page lists each transaction’s reserve period, reserve ratio, and release status, helping forecast when funds will move to your Current balance. Use this to forecast when funds will move to your Current balance.
 
  1. Can Security deposit be released early? 
    No. Funds are released only when the rolling reserve period ends, according to your account policy.
 

Settlement details

  1. What can I see in the Settlement details view? 
    A breakdown of all amounts in a settlement, including charges, refunds, adjustments, fees, reserved amounts, and reserve releases. This helps with reconciliation and tracking reserve fund movements.
 
  1. What is the difference between Reserved amount and Reserve release in settlement? 
    Reserved amount is the portion withheld under the reserve policy. Reserve release is previously held funds that are now credited back to your balance.
 
  1. Why do I see adjustments in my settlement? 
    Adjustments are rare manual or system corrections used to reconcile account discrepancies.
 

Best practices

  1. How should I use the Balance section effectively?
    • Monitor balances regularly to manage cash flow.
    • Use release dates and settlement cycles to forecast fund availability.
    • Verify payout amounts and linked bank account details before reconciliation.
    • Use filters to quickly locate specific transactions.
    • Track high-value pending or reserved amounts to ensure liquidity.
 

Payouts

Overview

  1. What is the Payouts section? The Payouts section records all bank transfers from Subotiz to your registered account, helping merchants confirm payout amounts, track timelines, and reconcile settlements.

 

Payout details

  1. What information is shown in the payout list? Each payout entry includes:
    1. Date: The date and time the payout was initiated.
    2. Payout ID: A unique identifier for the transfer.
    3. Status: Processing status (e.g., Paid, Pending, Failed).
    4. Amount: Total amount transferred.
    5. Payout fee: Processing fee deducted before transfer.
    6. Bank account: Masked recipient account number.
 
  1. What do payout statuses mean?
    1. Paid: The payout has been successfully transferred to your bank.
    2. Pending: The payout has been initiated and is in processing.
    3. Failed: The payout could not be completed. Check bank details or contact support.
 
  1. Can I see which bank account received the payout? Yes. The payout list and details show the masked bank account number used for the transfer.
 
  1. What is the Payout ID used for? It’s a unique reference for the transfer, useful for tracking and support inquiries.
 
  1. How can I view payout details? Click View details in the payout list to see:
    1. Basic Information: Amount, Initiated at, Completed at, Payout ID, Status.
    2. Other Information: Bank account, Notes.
 
  1. What does the Payout fee mean? It is the processing fee deducted from the payout before funds are transferred to your bank account.
 

Navigation and filters

  1. How do I access the Payouts section? In the Subotiz admin, go to Finance > Payouts to view all completed and pending bank transfers.
 
  1. Can I filter payouts? Yes. You can filter by Date range, Status, or Payout ID to find specific transfers.
 

Exporting data

  1. Can I export payout data? Yes. Use the Export option for a payout to download a CSV file containing:
    • Balance details: Payout-level transactions and their effect on the account balance.
    • Settlement batch details: Transactions included in the payout, with order amounts, fees, and reserve details.
 
  1. Why does my exported payout file have multiple sheets? The exported file may include separate sheets for Balance details and Settlement batch details, allowing you to verify payout impact and settlement calculations.
 

Managing payout issues

  1. What should I do if a payout fails? Check the bank account details and included transactions in the payout. If the cause is unclear or abnormal, contact the platform’s support team before reissuing the payout.
 

Best practices

  1. How should I use the Payouts section effectively?
    • Review payout records regularly to ensure amounts match your settlement data.
    • Use filters to quickly locate specific payouts.
    • Export payout files for reconciliation with your accounting system.
    • Address payout delays or failures promptly to maintain smooth cash flow.