Troubleshooting payouts in Tapa Office

If you are expecting a payout and want to verify the amount, check which transactions were included, or understand fees in more detail, this guide explains how to investigate payouts in Tapa Office.

Understand the payout cycle first

• T+2 business days: Funds are transferred two working days after a transaction is processed.
• 4:00 AM cut-off: Transactions processed before 4:00 AM are included in that day’s batch.
• Weekend consolidation: Sales from Friday through Sunday are grouped and are usually paid out together on Tuesday.
• Bank holidays: A bank holiday can delay payout by an additional business day.

View the payout list

1. Go to Back Office > Payments > Payouts.
2. Review the payout list for payout amount, destination account, status and date.
3. Click any payout row to open the Payout Review screen.

Payout Review Details

The payout review includes the payout total, currency, payout ID, reference, status and destination account. Below that, each row represents an included transaction.

Important columns

• PSP Reference: Unique identifier assigned by the payment service provider for each transaction.
• Amount: Gross amount of the original customer payment before fees.
• Total Fees: Full processing fee charged for the transaction, including network and TapaPay fees.
• Remainder: Net amount received after fees have been deducted.
• Date: Date and time the payment was processed by the terminal or online system.

Column totals

At the bottom of the view, totals update automatically based on the active filters. This helps when calculating subtotals for specific stores, terminals or card types.

Add extra columns

Use the Columns dropdown to customise the view. Useful columns include:

• Store: Useful for checking branch-level activity in multi-location businesses.
• Terminal: Shows which card machine or payment channel processed the sale.
• Issuer Country: Helps identify foreign card transactions and cross-border fees.
• Method: Card network such as Visa, Mastercard or Amex.
• Funding: Whether the card was debit or credit.
• Interaction: Distinguishes POS, Ecommerce and MOTO transactions.

Filter transactions

Use the filter icon beside any column to narrow the result set. Common examples:

• Filter by Terminal to review transactions by card machine.
• Filter by Store to isolate an individual branch.
• Filter by Date to group weekends or compare multiple processing dates.

You can use multiple filters at once, and the totals update to reflect the filtered result set.

Print a payout report

Use Ctrl + P on Windows or Cmd + P on Mac after applying the columns and filters you want included in the printout.

Common questions

Why hasn’t my payout arrived?

• Check whether you are still within the T+2 window.
• Confirm the transaction happened before the 4:00 AM cut-off.
• Check for weekends or bank holidays that may have extended the timeline.

Why is the payout lower than expected?

• Use the payout review screen to check Total Fees per transaction.
• Review the Remainder column to confirm the actual net payout amount.