1. The disparity between the funding amount and the settlement amount could stem from various factors. Take a look at the following list of potential reasons, and don't hesitate to contact us by submitting a request here if you cannot find the resolution.

If you have a terminal

• Terminal Settlement vs POS settlement

  • Your terminal is the source of truth for settlement. If settlement is completed on the POS rather than the terminal, the amounts may not align with what you see on the Payout tab in the ANZ Nuvei Merchant Portal.
  • A few useful reminders:
    • your PAX terminal automatically typically settles at 8:45pm, but it depends on if you have put in special request to change your automatic settlement time. If you want to change your preset time, submit a request here.
    • Avoid settling manually. If you settle earlier than the preset settlement time, any transactions processed between your manual settlement and the automatic settlement time will roll into the next day’s payout. This can create a mismatch when reconciling.
    • To keep things consistent, settle only through the terminal and refer to the terminal settlement amount when reconciling against the Merchant Portal.
• Manual settlement vs Automatic settlement

Each terminal is preset with an Automatic settlement time, and we strongly do not recommend merchants to settle manually.

• Manual settlement:

  • You can settle the terminal at any time before the scheduled auto-settlement.

  • Any transactions before your manual settlement will be included in the upcoming settlement.

  • Transactions processed after your manual settlement will roll into the next day’s settlement.

    • If you're on Same-day funding, this appears the next day.

    • If you're on Next-day funding, this appears on the following working day.

  • This creates the appearance of “missing funding,” which will show in the subsequent settlement.

• Automatic settlement:

  • Occurs at the terminal’s preset time (typical preset time for PAX fleet: 8:45pm).

  • Ensures all transactions for the day are included in a single settlement.

• Useful reminders: To avoid reconciliation discrepancies, we recommend not performing manual settlements.

If you have an Online product

• For Payment Links / Virtual terminal / Hosted Payments Page via the Nuvei Merchant Portal
  • Make sure you reconcile through the Nuvei Merchant Portal Payout dashboard
• For Online gateway
  • Your transaction history can be found on the Online Gateway portal, while the Settlement amount will be available via the Nuvei Merchant Portal, be sure you reconcile 

Other reasons that apply to both terminal and Online Products

• Are you aware of the adjustment in fees?
  • We might have recently made a minor adjustment to the fees on your account, and this update might have been communicated to one of your account contacts. As a result, you might not have been aware of this change when reviewing your settlement. To shed light on the situation, we suggest reaching out to your team to verify if you've received any communication regarding a recent fee adjustment. It's possible that the "missing funding" could be related to the change.
• Have you processed transactions with American Express?
  • If you have provided us with an AMEX ID during your onboarding, all transactions processed through the American Express card network will adhere to a fixed 2-day funding schedule. This timeline remains consistent regardless of the funding schedule you have chosen with us. Consequently, the funding for American Express transactions will only come through together with the funding of the settlement in 2 working days, and the "missing funding" could be the "delayed" American Express funding.
  • If you want to avoid the delay in AMEX funding, submit a request here and our support team will reach out and assist. Note: this will only be available to the PAX terminal fleet and online payments products.
• Have you provided the updated bank account details?
  • It's possible that the funds were transferred to your previous nominated bank account. Please review your previous account to confirm whether the funds have been transferred there. If you wish to nominate a new funding bank account, submit a request here.