Manual for Managing Payout Discrepancies Across Payment Gateways

Last updated: September 9, 2026

This article outlines the short-term steps for diagnosing and resolving payout discrepancies, such as mismatches between deposit totals and contribution records. It also provides long-term guidance on migrating to Adyen for improved reconciliation and visibility.

🛠️ Short-Term Troubleshooting: Handling Discrepancies

1. Start with the Deposit Summary

Each deposit in Overflow displays both an "Expected Total" and the actual amount received. A discrepancy typically indicates:

  • A refund processed during the payout window

  • A chargeback that was not recorded in Overflow

  • A voided or failed transaction that altered the net payout

2. Investigate the Source

  • Navigate to the Contributions tab

  • Filter by Refunded, Voided, or Failed status

  • Focus your date range on the payout window in question

  • If a match is not found, consider the possibility of a chargeback or an ACH failure from the processor

3. Manual Reconciliation Process

If transaction-level investigation does not resolve the discrepancy:

  • Export payout data from the processor (Stripe or Fiserv/BluePay)

  • Compare line-by-line with Overflow’s dashboard itemized data

Pay special attention to:

  • Status mismatches

  • External refunds/chargebacks not initiated in Overflow

  • Transactions missing from the itemized dashboard view

💡 Fiserv Users: Use the DECA Dashboard to access settlement reports for ACH rejects and external refunds.

Be sure to:

  • Record adjustments manually as needed

  • Add notes to the affected transactions for transparency

4. When Refunds Are Confirmed

  • Communicate to the partner that the discrepancy is due to a refund, chargeback, or voided transaction

  • Note: Legacy reporting views may not always reflect these automatically—this is expected behavior

5. Escalate Unresolved Issues

If you’re unable to reconcile:

  • Capture the Payout ID and date

  • Export all relevant processor data (Stripe, Fiserv)

  • Submit a ticket to the Payment Processing Team

  • Tag Engineering for deeper investigation if needed

🧑‍💻 Short-term support will be coordinated by Technical Account Manager in collaboration with the Payment Processing Team.

Additional Admin Tools:

  • Stripe Dashboard: Access connected account reports for payout-level details

  • DECA/BluePay Dashboard: View settlement data and external transaction records

🚀 Long-Term Solution: Migrate to Adyen

Why Adyen Migration Resolves These Issues:

  • Unified Reporting: One place for successful, failed, refunded, and disputed transactions

  • Automatic Sync: Tokens are migrated seamlessly with no impact to donor experience

  • Reconciliation-Ready: Itemized tracking of every transaction, including ACH returns

  • Full Traceability: All refunds and chargebacks are visible, eliminating blind spots

Future Proactive Monitoring:

Our Engineering team is considering reinstating a daily monitoring job to proactively flag mismatches before clients report them. Until then, Support Team and Technical Account Manager will assist with manual investigations and escalation as needed.

Still need help? Reach out to Overflow Support or Technical Account Manager for direct assistance with reconciliation issues.