Question
You have noticed a payment adjustment on your ROLLER account and want to understand what it is, why it happened and where to find the details.
Solution
A payment adjustment is any change that affects the net amount of a payout or the revenue recorded in ROLLER. Adjustments are a normal part of processing payments. They usually come from chargebacks, fees, refunds or changes to a booking, and each type has a place in Venue Manager where you can review it.
Common reasons for a payment adjustment
Chargebacks occur when a guest disputes a card payment. The disputed amount and a fee are withheld from your ROLLER Payments account until the dispute is resolved. If you win the dispute, the amount can be returned.
ROLLER Payments fees are deducted automatically from your daily payouts under net settlement. These include ROLLER Payments fees and network fees.
Reserve levels can hold back a portion of your early transactions as a safeguard against chargebacks and refunds.
Refunds issued after funds have been paid out reduce the net amount of a later payout.
Cancellations or booking edits adjust the recorded revenue on the date you make the change, not the original booking date. A large adjustment can show as negative revenue for that day.
Where to view payment adjustments
Individual payments and refunds. From Venue Manager, go to Bookings > Transactions to search transactions and check their status.
Adjustments on a specific booking. Open the booking and review its activity stream and the Payments tab.
Chargebacks and disputes. Administrators can go to Financial Services > Disputes to view a dispute, the disputed amount and the response deadline.
Fees and payout totals. Use the ROLLER Payments reports to see fees deducted and the net funds paid out.
The "Funds paid out" date is when a payout was initiated, not when it reaches your bank. Allow 0-2 business days for funds to clear, which can cause a timing difference between ROLLER reports and your bank deposits.
If an adjustment still looks incorrect after you have reviewed these areas, contact your customer success manager or the support team.