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QLD47's avatar
QLD47
Experienced User
3 months ago

Online Payment Amount Will Not Reconcile

Hello,

I have been using the Online Payment system for the past 2 months and all going well, however I have a customer who has an invoice of $1767.50 + surcharge $31.82, which means he has paid the total of $1,799.32. On reconciling in bank transfers its showing a total amount of $1767.25; so it will not reconcile.

Looking at the Online Portal this is showing the fees are $32.07 - this giving the 25 cent difference..

He paid using a VISA card.

 

Can someone please explain if the customer is paying the fees why is the fees and the surcharge differing amounts and how can I reconcile this account?

 

Thanks,

3 Replies

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  • Shella_A's avatar
    Shella_A
    MYOB Moderator
    3 months ago

     Hi QLD47,

     

    Thanks for the screenshot! The fee differences you're seeing are due to the way surcharges and merchant fees are calculated. The surcharge covers the percentage part of the fee (e.g., 1.8% of the transaction), while the fixed component (such as the $0.25 fee) is generally absorbed by the merchant. That might lead to the 25cent difference you're encountering. See helpful articles about customer surcharging for online payments for more details. To help you in reconciliation check this article about automatically matches online payments.

     

     

     

    Regards,

    Shella

  • QLD47's avatar
    QLD47
    Experienced User
    3 months ago

    Thanks for that, understand that.
    However, because of the 0.25 not being absorbed, I am left with that amount outstanding and can not reconcile? How come the fee did not get charged to the customer in the surcharge?

    thanks,

  • Earl_HD's avatar
    Earl_HD
    MYOB Moderator
    3 months ago

    Hi QLD47,

    This issue may require further assistance from our backend team. Please reach out to our support team directly via Live Chat using our virtual assistant at MOCA or by submitting a support case at  http://myaccount.myob.com/.

    Regards,
    Earl

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