Why deposits don’t match order totals

Marketplace fees, payment processing fees, and gateway fees are subtracted from what an order was worth before it becomes a deposit. TruSync records these as a Credit Memo or as line items on the deposit, so the numbers reconcile — but they mean the deposit total is the order totals net of fees, not the raw sum.

An order placed near the edge of a settlement or payout period might land in the next batch instead of the one you’d expect, simply because of when the marketplace or processor closed that batch. This can make a given deposit look like it’s missing (or has extra) orders compared to what shipped that day.

If an order was refunded or cancelled within the same settlement period, both the original charge and the refund appear as separate line items in the deposit — the deposit total reflects both sides, not just the net effect of one order.

Some rows on a payout are shown for reference only. They appear in the payout’s line items but aren’t included in the payout total and never reach the QuickBooks deposit, so a payout can list a large amount that the deposit doesn’t contain.

• Transfers — money you moved between your payment platform’s balance and your bank, such as a PayPal withdrawal, auto-sweep, or a bill paid from your PayPal balance. A transfer isn’t a sale or a fee. The money it moves was already counted when the sales that funded it settled, so booking it again would double-count.
• Holds — money the platform has made temporarily unavailable, and the later release of that hold. The two cancel each other out, so posting either half would put a number in your books matching no real movement.
• Unclassified — a transaction type TruSync doesn’t recognize. Rather than guess and post the wrong amount, TruSync records it and leaves it off the deposit. Contact support with the payout date and we’ll classify it.

1. Open the deposit and review its line items against the settlement or payout report from your marketplace or processor.
2. Confirm no orders were refunded or cancelled within that period without you noticing.
3. Check whether an order near the period boundary landed in the adjacent deposit instead.
4. Look for lines marked as a transfer, hold, or unclassified on the payout — those are excluded from the deposit on purpose.

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