Marketplace Payout Issues

A missing or reduced marketplace payout should be investigated as a reconciliation problem, not guessed from the bank balance. The difference may come from cut-off timing, refunds, promotion funding, account details, previous-period adjustments, a reserve or a platform error.

Confirm that the payout is genuinely late

Check:

• the settlement period;
• the expected payout date;
• weekend and bank-holiday treatment;
• minimum payout threshold;
• the bank account registered with the platform;
• the reference used on the bank statement;
• whether several settlements were combined;
• whether the statement shows a zero or negative balance.

Do not raise a missing-payment case until the restaurant has identified the exact settlement and expected amount.

Common causes of a lower payout

Cause	Evidence to inspect
Refunds or complaint adjustments	Order-level adjustment and reason
Restaurant-funded promotions	Campaign report and funding split
Sponsored placement or advertising	Campaign invoice or statement line
Previous-period correction	Original order and settlement reference
Equipment or subscription charge	Contract and invoice
Reserve or hold	Account notice and agreement
Bank-account rejection	Platform notification and bank details
Tax or invoice treatment	Statement and accountant review

Reconstruct the expected payout

1. Download the settlement statement.
2. Confirm the orders included.
3. Total the relevant gross values.
4. Recalculate contracted charges on sample orders.
5. Review every refund, promotion and adjustment.
6. Confirm the statement’s net payout.
7. Match the date and reference to the bank.

If the statement itself does not reconcile, separate the unexplained amount before contacting support.

Prepare a useful support case

Include:

• restaurant account and location;
• settlement identifier;
• expected payout date;
• statement net amount;
• bank account ending where safe to provide;
• orders or adjustments in dispute;
• your calculation of the difference;
• screenshots or exported reports;
• the requested resolution.

A message saying “the payout looks wrong” is difficult to investigate and may miss a platform query deadline.

Account details and verification

After changing ownership, company information or bank details, check:

• whether verification is complete;
• whether payouts are paused;
• which legal entity is named;
• whether the bank account name matches;
• when the new details take effect;
• whether an earlier payout was sent to the previous account.

Restrict access to payout and bank-detail settings. Use individual accounts and multi-factor authentication where available.

Reserves, holds and account reviews

The agreement may allow the platform or payment partner to hold funds under defined circumstances. If a hold appears:

• request the contractual basis;
• identify the amount and affected settlements;
• ask what information is required;
• record the review date and escalation route;
• avoid promising suppliers or staff that the money will arrive on an unconfirmed date;
• maintain a cash-flow contingency.

Do not solve payout problems with accounting shortcuts

A missing payout should not be hidden by:

• reducing recorded sales to the bank deposit;
• posting an unexplained commission expense;
• netting unrelated settlements;
• deleting refunded orders;
• ignoring old balances.

Keep the gross sales, charges, adjustments, receivable and bank deposit visible.

Escalation timeline

1. Same day: verify schedule, statement and bank details.
2. Next action: open a documented support case.
3. While open: record replies, promised dates and requested documents.
4. If repeated: escalate through the partner-management or formal complaint route in the agreement.
5. For material unresolved amounts: involve the accountant and obtain appropriate professional advice.

Preventive controls

• Download each settlement report.
• Reconcile within a defined number of working days.
• Review platform messages and account-verification notices.
• Maintain current bank and company details.
• Keep at least two authorised staff contacts.
• Track unresolved differences by age and value.
• Review recurring adjustment categories monthly.

Related guides

• Payments — the main guide for the wider topic.
• Marketplace Payments and Commission — the broader guide that frames this implementation.
• How to Measure Marketplace Commission — a closely related operational control to review alongside this page.
• How Marketplace Payments Work — a closely related operational control to review alongside this page.

Official guidance checked

• HMRC: VAT record keeping

Guidance checked: 24 July 2026. Payout schedules, reserves, support deadlines and adjustment rights depend on the current marketplace agreement.