Purpose

Trace a sale from customer orders to the amount paid to your organization and explain differences without mixing sales, usage, and payout timing.

Know the three different totals

• Sales describe completed customer orders.
• Usage describes later check-ins or coupon redemptions.
• Payouts describe money paid to your organization after deductions and settlement.

These totals answer different questions and do not always match on the same date.

For page administrators, Finance and Payouts are review views. You cannot create a payout, approve or send it, mark it paid, cancel it, or change its status in Connect. Happenings finance or platform administrators handle those payout operations.

Define the reconciliation scope

Choose one event, bundle, product, or closed period. Record:

• the exact start and end time;
• included order statuses;
• whether amounts are gross or net;
• which refunds are included;
• the expected payout account;
• the person responsible for approving the reconciliation.

Step by step: review sales

1. Open the relevant event, bundle, or product report.
2. Record total orders, completed orders, units, and revenue.
3. For bundles, open Reporting and review Bundle orders.
4. Search unusual buyers or order IDs and inspect Included items.
5. Use Export orders when line-level reconciliation is required.
6. Open individual orders with failed or unexpected statuses.

Use completed, captured orders for recognized sales unless your accounting policy defines another basis.

Review refunds and cancellations

1. Open Refunds or the affected orders.
2. Record requested, completed, failed, or cancelled refund amounts separately.
3. Confirm whether a full or partial refund is represented.
4. Check the order timeline and remaining captured amount.
5. Do not subtract a refund twice when it already appears in a payout calculation.

Review fees

Open Finance and read the page’s fee configuration. Distinguish:

• organizer-side Platform fee;
• buyer-facing Buyer fee;
• commission VAT or other deductions shown on the payout detail.

Fee configuration may be read-only in Connect and managed centrally. Explain the displayed calculation; do not change fees to force a reconciliation to balance.

Step by step: review the payout

This section is for checking a payout that already exists. It does not initiate or update a payout.

1. Open Finance.
2. Open Payouts.
3. Find the event or monthly payout for the reconciliation scope.
4. Open Payout detail.
5. Compare Gross revenue, Refund deductions, Platform commission, Commission VAT, User fee, and Net payout.
6. Confirm the Bank account and payout status.
7. Open the related Invoice when available.
8. Verify the invoice number, period, source lines, and bank snapshot.

Payouts appear after events close and settle. A sale can therefore exist before its payout is ready.

Check the destination account

Under Bank accounts:

1. Confirm the expected account is active.
2. Confirm which account is marked Default.
3. Remember that changing the default affects future payouts, not necessarily an already-created payout.
4. Escalate immediately if the payout detail points to an unexpected account.

Do not copy complete bank details into ordinary support messages or working notes.

Explain the difference

A useful reconciliation statement is:

Gross completed sales − refund deductions − organizer fees − commission VAT ± displayed adjustments = net payout.

Use the actual payout detail as the authority. If the values still do not balance, preserve the export, order IDs, payout ID, and invoice reference for finance review.

Close the reconciliation

1. Record the scope and generated reports.
2. Note unresolved failed orders or refunds.
3. Confirm the net payout and bank destination.
4. Store exports and invoices under your organization’s retention rules.
5. Mark the period complete only after exceptions have an owner.

Troubleshooting

Revenue is higher than the payout

Check refunds, platform commission, commission VAT, and payout timing before treating the difference as missing money.

The payout is not visible

Confirm that the event is finished or the monthly period is closed. Page administrators cannot generate or advance the payout themselves. Contact Happenings support with the page, event or period, and relevant IDs.

Order exports and payout lines differ

Compare scope, timestamps, statuses, refunds, and whether non-event sales are part of a monthly payout. Escalate with identifiers rather than personal card or bank data.