Automating seller payouts is a critical step in reducing operational friction and ensuring your global sellers are paid accurately and on time. As part of our Airwallex integration, Marketplacer utilizes an automated Deposit Reconciliation process to match your marketplace sales with the funds landing in your escrow account.
The matching engine works by comparing your order data against your bank deposits. This article outlines the specific errors you may encounter, what they mean, and how to resolve them.
How the reconciliation process works
The deposit reconciliation process acts as a matching engine between your order data and your bank deposits.
- Data inputs: Marketplacer continuously streams orders and refunds. Daily, your payment gateway (PSP) transfers funds to your Airwallex escrow account, and your PSP submits a reconciliation request containing deposit amounts and payment references.
- Matching engine: Marketplacer runs an hourly process to verify that the payment references match known orders and that the sum of these references equals the total deposit amount in escrow.
- Outcomes:
- Reconciled (success): The funds are successfully split into operator commissions and seller payouts, ready to be dispersed.
- Action required: Discrepancies are flagged as errors that require review before payouts can be finalized.
How to access the deposit reconciliation report
Go to Reporting > MPay Reporting in the operator interface to access the deposit reconciliation report.
You can download a spreadsheet containing the following:
| Report | Description |
| Matched reconciliations | A list of transactions successfully matched by the matching engine, including orders and refunds with payment references and the associated deposit. |
| Pending reconciliations | A list of unmatched transactions — deposits or orders and refunds not yet linked by the matching engine. These are generally resolved within an hour (when the matching engine runs) or within 24 hours of a deposit arriving in the escrow account. |
| Errors | A list of transactions the matching engine could not match correctly. These require action by the operator. |
Common reconciliation errors and how to fix them
When the matching engine flags an issue, the information below will help you understand the problem, why it happened, and how to fix it. Below are the five standard errors you may see in the deposit reconciliation report.
Unmatched payment reference (orphaned PSP transaction)
A transaction exists in the deposit reconciliation report, but the Payment Reference ID does not exist in Marketplacer.
| Error label | Unmatched payment reference |
| Error type | Payment error |
| Description | The payment provider has reported a transaction that cannot be linked to any order in Marketplacer. |
| Likely cause | This usually happens if a transaction was processed manually in the PSP terminal, or if an order failed to sync to Marketplacer but payment was taken. |
Action:
- Copy the PSP payment reference.
- Search for this reference in your PSP dashboard (e.g., Stripe/Adyen).
- Verify whether this payment is valid. If it is for a valid order, use the updateOrder mutation to link the payment reference.
Amount mismatch
The gross amount reported by the deposit reconciliation request does not match the total order value in Marketplacer.
| Error label | Amount mismatch |
| Error type | Payment error |
| Description | The amount collected from the customer by the PSP differs from the expected order total in Marketplacer. |
| Likely cause | This is often caused by partial refunds processed directly in the PSP portal, currency exchange rate fluctuations, or tax calculation differences. |
Action:
- Compare the total amount for the payment reference in your PSP portal and in Marketplacer. If these match, check the deposit reconciliation transaction submitted to Marketplacer. Delete and resubmit the deposit reconciliation request if there is an error.
- If the amounts differ between the PSP and Marketplacer, check the transaction in your PSP portal to see if a partial refund or adjustment occurred.
- If the PSP amount is correct, you may need to adjust the order total in Marketplacer by creating a refund. Review your Marketplacer integration to ensure adjustments are accounted for.
Deposit amount discrepancy
The actual value of the deposit transaction in Airwallex does not match the net deposit amount declared in the deposit reconciliation.
| Error label | Deposit amount discrepancy |
| Error type | Deposit error |
| Description | The total funds that landed in your escrow account differ from the net deposit amount listed in the deposit reconciliation report. |
| Likely causes |
|
Action:
- Check your PSP and view the transaction details. Look for Network Fees or Lifting Fees that may explain the difference. If no fees are visible, contact the PSP support team.
- Manually cross-reference the orders included in the deposit reconciliation against the orders in the e-commerce platform and the deposit made.
- Remove the deposit reconciliation request that references this deposit and resubmit to Marketplacer with the correct values.
Missing funds
The actual value of the deposit transaction in Airwallex does not match the net deposit amount declared in the deposit reconciliation.
| Error label | Missing funds |
| Error type | Deposit error |
| Description | Funds with this deposit reference have not yet arrived in your Airwallex account. |
| Likely cause |
|
Action:
- Check again in an hour. Marketplacer's workers run hourly, so this may resolve on its own.
- Check your PSP to confirm the funds have been deposited and verify the deposit reference.
- If the deposit reference is incorrect, remove the deposit reconciliation request and resubmit with the correct deposit reference.
Orphaned deposit (unknown funds)
Funds landed in the Airwallex account, but no corresponding deposit reconciliation request was received from the PSP.
Note: This error will not appear in the standard spreadsheet since no request references it. It can only be flagged by Marketplacer.
| Error label | Orphaned deposit |
| Error type | Deposit error |
| Description | Funds have arrived in the escrow account, but no detailed reconciliation request has been received to explain what these funds are for. |
| Likely cause | The deposit reconciliation request may be delayed, or this may be a manual bank transfer into the account that is not related to platform sales. |
Action:
- Wait 24 hours to see if the deposit reconciliation request arrives (sync delay).
- If the issue persists, Marketplacer will provide the details to the operator and discuss whether this was sent by mistake or needs to be actioned.
Global Disclaimer
Any payment services available as part of the MPay solution are provided by Airwallex or any of its regional banking partners. No such payment services are provided by Marketplacer itself. You should consider obtaining independent advice before making any financial decisions. Payment services are provided in the UK by Airwallex (UK) Limited, an electronic money institution authorised by the Financial Conduct Authority with registration number 900876, and in the European Economic Area by Airwallex (Netherlands) B.V., an electronic money institution authorised by De Nederlandsche Bank in the Netherlands with licence number R179622.
In Australia, MPay is issued by Airwallex Pty Ltd (registered number 609653312 and AFSL number 487221), with Marketplacer Pty Ltd (ACN 161 625 789) as authorised representative (No. 001317097). Consider the Product Disclosure Statement (PDS), Financial Services Guide (FSG) and Target Market Determination. If the region in which the MPay services are being used is: (a) United States, it is issued by Airwallex US, LLC (registered number 7083651 and NMLS identification number 1928093); and (b) New Zealand, Airwallex (New Zealand) Limited (registered number 8151714 and NZ FSPR number 1001602).
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