Having Trouble?
Here are some common errors and resolutions:
Refund by Payment Method field does not match the CS Payments Refund report
The Returns by Payment Method field under Reporting>All shows the total amount of order refunds by the original method of payment for the order. This means that no matter how the shop refunded the customer (credit or back to the original method of payment) the refund is reported in this field based on how the customer originally paid for the item.
The Refund field in the CS Payments Report only shows refunds for items refunded through CS Payments.
This means if a customer pays with CSPay and then is refunded to store credit, the refund will not appear on the Refund field in the CS Payments Report.
- Example 1:
- A customer checked out using CS Pay for the amount of $20. The shop refunded them $20 back to their card.
- That $20 would be included in the refund totals for CS Pay under Reporting>All and Reporting>CS Payments.
- Example 2:
- A customer checked out using CS Pay for the amount of $20. The shop refunded them $20 via store credit.
- In Reporting > All, the total would be included under CS Pay, but would NOT be included in the totals under Reporting > CS Payments.
Payments Overview Report doesn’t match the total of all Payment Gateways
Stripe has a 50-cent minimum for charges. This is enforced/required by Stripe, not something CommentSold or individuals can opt out of. If you had Stripe orders during this time that were below 50 cents, the customer is not charged, which creates a discrepancy in the Payments total.
My Payments Report doesn't match my CSV order reports.
CSV reports may include orders synced from external sources like Tiktok or Shopify. Because the payment for these orders is not collected through CommentSold, the payment totals for those orders is not included in your totals in the Payments Report.