Bank Deposits & payouts

Bank Deposits in TruSync group your settled orders the same way your payment processor or marketplace actually pays you out, so the deposit you see in TruSync matches the deposit that lands in your bank feed.

How deposits are grouped

• Marketplace stores (Amazon, eBay, Walmart) — a Bank Deposit is created from each settlement report, covering that period’s orders net of marketplace fees. Marketplace orders post as Invoices, so TruSync records a payment against each one first and the deposit groups those payments. See How marketplace invoices get paid below.
• Stores with your own payment processing — TruSync creates a Bank Deposit from your processor’s payout data, grouping that period’s Sales Receipts.
• Stores using a separate gateway — each gateway payout gets its own Bank Deposit, since different processors can pay out on different schedules even for the same store.

How marketplace invoices get paid

Marketplace orders (Amazon, eBay, Walmart) post to QuickBooks as Invoices, because the marketplace collects from the buyer and pays you later. An Invoice sits in Accounts Receivable until something pays it, and a Bank Deposit can only group things that are already in Undeposited Funds.

So when the settlement arrives, TruSync does two things in order:

1. Records a Payment against each invoice on that settlement, deposited to Undeposited Funds. This closes the invoice in your A/R.
2. Creates the Bank Deposit that groups those payments, less marketplace fees, to match what actually hit your bank.

In QuickBooks you’ll see a payment against each marketplace invoice dated to the settlement, and one deposit grouping them. That’s expected — it’s the same two-step a bookkeeper does by hand when receiving payment against an invoice.

If a run is interrupted after the payments are written but before the deposit, nothing is duplicated on the retry: TruSync checks each invoice’s balance in QuickBooks first and reuses a payment that is already there.

Stripe payouts and processing fees

For a Stripe payout, each charge appears on the deposit at its full amount, and the fee Stripe took on it is recorded as a separate negative line. On the QuickBooks deposit, those fees show as Payment processing fees, posted to your fee expense account.

The lines add up to the payout amount, which is what lands in your bank. Your sales stay at their full amount in QuickBooks instead of being reduced by the fee.

BigCommerce Payments

Bank Deposits don’t work for BigCommerce Payments yet. Your orders sync to QuickBooks normally — it’s only the automatic bank deposits that are waiting.

Here’s why, plainly. A Bank Deposit is built from your processor’s payout data: when it paid you, how much, which orders it covered and what it charged in fees. BigCommerce doesn’t publish any of that for BigCommerce Payments, and the account the money settles into isn’t one you or we can connect to — it belongs to BigCommerce rather than to your store. We’ve confirmed that directly rather than assumed it, and we’re working with BigCommerce on getting access.

So in Settings → Bank Deposits you’ll see BigCommerce Payments listed with a note saying it isn’t available, and no button to connect it. That’s deliberate — connecting would have given you something that looked right and showed no payouts.

What still works. Orders post to QuickBooks with the right amounts and the right deposit account, so your books are correct. What you don’t get yet is the deposit that groups them to match your bank feed, which means matching BigCommerce Payments transfers by hand for now.

What’s coming. We’re building a way to reconcile BigCommerce Payments without payout data, by grouping your receipts into a clearing account that your bank transfer draws down. We’ll update this page when it ships.

A BigCommerce store using classic PayPal rather than BigCommerce Payments is unaffected — it connects normally and gets bank deposits as usual.

If your sales receipts go to a clearing account instead of Undeposited Funds

Some merchants — usually on their accountant’s advice — route each payment method into its own bank-type clearing account rather than Undeposited Funds. The account is often named like undeposited funds (“Shopify Australia Undeposited”), but to QuickBooks it is a bank account, and a Bank Deposit can’t be applied to a sales receipt that is already in one.

TruSync handles this setup. When your payment methods deposit into a clearing account, the payout posts as a single journal entry instead of a Bank Deposit:

• your real bank account is debited by the payout amount that actually landed,
• the processing fee is debited to your fee expense account,
• the clearing account is credited by the gross — the same total your sales receipts put into it.

The clearing account empties by exactly what the receipts put in, and the entry balances. It is one document, so there is no half-finished state where the money moved but the fee didn’t.

You don’t choose between the two, and you don’t have to route every payment method the same way. TruSync reads the accounts a payout’s own orders settled into and posts whichever document QuickBooks will accept for them. A clearing account per payment method — one for your card processor, another for PayPal — works, because each payout only sweeps the accounts its own orders used.

How to tell a TruSync document apart in QuickBooks

Every journal entry TruSync posts for a payout carries a reference number that starts with TruSync-, followed by the payout’s own ID from your payment platform — for example TruSync-145196023973. QuickBooks caps a reference number at 21 characters, so where a platform’s payout ID is longer than that (Stripe and Walmart IDs usually are) the number ends in a shortened, still unique, form of it. In QuickBooks this shows in the Journal no. field on a journal entry.

A deposit does not carry that number. QuickBooks has no reference-number field on a deposit, so it can’t hold one. A deposit TruSync posts is recognised by its memo instead, which reads Payout <the payout's ID> — TruSync reconciliation.

For journal entries, that number is how you tell, at a glance, which documents in your books TruSync wrote. It also matters if you moved to TruSync from another connector: QuickBooks numbers a document for you when nothing supplies a number, and on a migrated company file that numbering often continues the previous app’s series. Giving our journal entries their own number keeps the two apart.

A deposit can’t be given its own number. Nothing is wrong with that; the memo is what identifies it as TruSync’s.

Journal entries TruSync posted before this existed have no reference number. They are correct and nothing needs changing — only new payouts are numbered.

TruSync doesn’t reconcile — QuickBooks does

TruSync’s job is to create Bank Deposits that accurately reflect what your processor or marketplace actually paid you, including fees. Matching those deposits against your bank feed happens in QuickBooks itself, using QuickBooks’ own bank feed matching.

Cancellations and refunds inside a deposit

A cancelled or refunded order isn’t removed from a Bank Deposit after the fact — both the original charge and the refund appear as separate line items, since that’s how your processor’s settlement actually works. See Cancellations & refunds for how the QuickBooks side is handled.

Lines that aren’t part of the deposit

Some rows on a payout are shown for reference only. They appear in the line items list but aren’t included in the payout total and never reach the QuickBooks deposit:

• Transfers — money you moved between your payment platform’s balance and your bank, such as a PayPal withdrawal or auto-sweep, or the entry Stripe includes for the payout itself. A transfer isn’t a sale or a fee, so booking it as one would overstate your costs.
• 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 out.

Bank Deposits is switched on but no payouts ever arrive

A payout source needs two things before TruSync can read it: the connection to the processor or marketplace, and the deposit account — the QuickBooks bank account its transfers land in. With only one of the two, Bank Deposits stays switched on and nothing is ever imported.

Press Reconcile Now on the Payouts page and TruSync names which half is missing, for each source. There are two ways to be stuck:

• “PayPal is connected but has no deposit account” — the connection is in place and nobody has said where the money lands. Open Settings → Bank Deposits and choose the bank account that processor transfers into. Choose the real bank account, not Undeposited Funds: Undeposited Funds is what the deposit clears, and the deposit account is the other end.
• “Braintree is set to deposit into Bank of America Checking (91) but is not connected” — a deposit account is set for a processor TruSync can’t reach. That is what a processor you have stopped using looks like after the connection lapses. Reconnect it in Settings → Bank Deposits, or clear its deposit account so your settings stop describing a processor you no longer use.

This matters most after you switch processors. The new processor needs connecting and pointing at an account; the old one’s deposit account stays behind until someone clears it, and an old account left in place describes money movement that no longer happens.

What happens when you disconnect a payment provider

Disconnecting Stripe, PayPal or Braintree from Settings → Bank Deposits stops TruSync reconciling that provider’s payouts. Whatever else is connected keeps going: disconnecting PayPal does not touch your Stripe payouts. TruSync tells you which providers are still reconciling when you disconnect.

Bank Deposits switches itself off only when no payout source is left. When that happens, TruSync says so on the page, and it switches back on by itself the next time you connect a provider with a deposit account set. A provider you connected but gave no deposit account does not count yet, so choose its bank account in Settings → Bank Deposits to finish, and Bank Deposits switches back on at that point.

If you turned Bank Deposits off yourself, reconnecting a provider never turns it back on. Only a switch-off that TruSync made when your last provider left is undone automatically, and only if you haven’t since turned Bank Deposits on or off yourself, or started tracking fees instead.

Disconnecting a provider does not delete deposits already posted to QuickBooks, and it keeps the provider’s deposit account on file, so reconnecting picks up where it left off.

A payout is Partial or Unmatched and isn’t posting

A payout posts to QuickBooks only when every order on it has a matching QuickBooks document. If even one doesn’t, TruSync holds the whole settlement rather than posting part of it.

That is deliberate, and here is why: a deposit posted for less than the amount your bank received won’t match your bank feed, and the missing orders don’t stay missing for ever — once they sync, their receipts land in Undeposited Funds with no deposit able to pick them up. You would be left with a balance sitting in a holding account that TruSync can never clear, and correcting it means editing a QuickBooks document we created. Holding the settlement keeps that out of your books. Nothing is lost: when the missing orders are in QuickBooks, the whole settlement posts correctly on the next run. The one exception is a settlement in a currency your QuickBooks file can’t hold, which needs that dealt with as well; see A payout in a different currency than your QuickBooks file below.

Please don’t enter the deposit in QuickBooks by hand while it is held. TruSync checks for its own deposits before posting, by the private note (memo) it writes — a deposit you typed doesn’t carry it, so TruSync cannot see it and will post a second one when the orders arrive, leaving you with two deposits for one settlement. If a held settlement is holding up a month-end close, contact support rather than entering it manually and we will sort it out with you.

If you have already reconciled a settlement in QuickBooks yourself, that is a different situation, and TruSync can be told: see A payout you reconciled in QuickBooks yourself.

Open the payout from the Bank Deposits page and TruSync tells you exactly what it is waiting for: how long it has been held, how much of the settlement it cannot place, and every order holding it up, by order number, with the reason for each one:

• “TruSync never imported this order” — it was placed before TruSync started syncing this store, or a historical import that should have covered it didn’t finish. Run a historical import from Settings → Sync Settings covering that order’s date, then press Reconcile Now.
• “TruSync imported this order but could not post it” — it is waiting on the Order Exceptions page. Resolve it there and the settlement posts on the next run.
• “TruSync has this order and is still posting it” — nothing to do. The settlement reconciles on the next run once the order lands in QuickBooks.
• “TruSync imported this order and did not post it, because your sync settings exclude orders of this kind” — usually refunded or cancelled orders. Change the setting in Sync Settings if it should be posted.
• “TruSync tried to post this order and it failed” — that one is ours. Contact support with the order number.
• “TruSync could not tie this order to this settlement” — contact support with the payout number.

On a BigCommerce, Wix or WooCommerce store, any payout’s detail page can also show “Refunds with no QuickBooks document”. It names an order whose refund was paid out by your payment provider (Braintree, Stripe or PayPal) but was never made from your store, so TruSync has no document for it. Don’t refund the customer again; create a Refund Receipt (order posted as a Sales Receipt) or a Credit Memo against the Invoice (order posted as an Invoice) in QuickBooks yourself. See Cancellations & refunds.

On the Bank Deposits list, a held payout shows how many days TruSync has been holding it underneath its status, and, if it is held for its currency, says which currency next to your QuickBooks one. A payout held for more than a week is not a passing state and won’t clear on its own.

Your scheduled Bank Deposits email names held settlements too, with the orders blocking each one, so you don’t have to go looking.

Payouts from before TruSync started syncing

When you first switch Bank Deposits on, your platform usually still holds settlements from before TruSync was syncing your orders. Those settlements pay out real money, but the orders behind them were never synced, so there are no QuickBooks documents to reconcile them against — and there never will be.

TruSync marks these Before sync started. They stay on the Bank Deposits page for your records, show the settlement amount and its line items, and are not posted to QuickBooks. There is nothing to fix and nothing waiting on you.

Marketplaces make this more common than it sounds, because a settlement is deposited about two weeks after the period it covers. An Amazon settlement that reached your bank after you connected TruSync can still be paying out orders placed before you connected it — so the date on the deposit isn’t a reliable guide to whether TruSync has its orders.

TruSync only applies this label when it can prove the gap, and how it proves it depends on what your platform tells us about the settlement.

When the platform states the trading period a settlement covers — Amazon does — TruSync checks whether it synced any of your orders in that period, and whether it was syncing your store afterwards. When the platform states no period, which is the usual case, TruSync falls back to the one thing a deposit date can prove on its own: an order is always placed before the settlement that pays it out, so a deposit dated earlier than the first day of your earliest completed historical import cannot be paying out anything TruSync holds. A settlement dated after that day is never labelled this way.

Three situations are deliberately left alone, whichever route applies — a store that has never finished a historical import, a store that simply hasn’t run one yet, and any dates an import was asked to cover but hasn’t delivered. In all three, orders are still expected, so the settlements reconcile normally once the import brings them in.

The label can be undone. If you think a settlement marked this way is yours, open it and press Re-check. TruSync asks the question again against what is in QuickBooks now, so a historical import run since then changes the answer. Nothing is deleted either way.

If you want those earlier orders in QuickBooks, run a historical import from Settings → Sync Settings covering the period, then press Reconcile Now on the Bank Deposits page. Settlements whose orders are now in QuickBooks reconcile on the next run.

A payout you reconciled in QuickBooks yourself

Sometimes a settlement can’t post and you do the obvious thing: you record it in QuickBooks by hand. Once the books are right, TruSync has nothing left to post, and it should stop asking about it. It does, in two ways.

TruSync recognises it automatically when the evidence is complete. When TruSync goes to post a settlement, it checks QuickBooks first. It closes the payout only if all of these are true:

• every order on the settlement is a fully paid Invoice;
• one single QuickBooks payment paid all of them;
• that payment adds up to exactly the payout amount, with nothing left unapplied;
• the payment was deposited straight into the bank account you chose for Bank Deposits in Settings → Bank Deposits.

When they are, the payout moves to Reconciled in QuickBooks on the next run. TruSync writes nothing to QuickBooks to do this, because the money is already where a deposit would have put it. The payout stops appearing in your count of payouts waiting to be posted, stops being retried, and no longer appears in the “Bank Deposits need attention” email.

If TruSync can’t prove it, you can tell it. Open the payout from the Bank Deposits page and press I reconciled this in QuickBooks myself, then confirm. TruSync closes the payout as Reconciled in QuickBooks and posts nothing. This is available on a payout that is Matched, Partial or Unmatched, and it is the right choice when you settled the payout some other way, for example with several payments or a manual deposit.

Only press it if the books are already right. A payout closed this way is left out of TruSync’s posting for good, so if it wasn’t actually reconciled in QuickBooks, that money stays out of your books until you reopen it.

It can be undone. Open the payout and press Re-check. TruSync takes it out of Reconciled in QuickBooks and looks at it again from scratch, exactly as it does for a payout marked Before sync started. Nothing is deleted.

A payout in a different currency than your QuickBooks file

TruSync doesn’t post a payout to QuickBooks when its currency differs from your QuickBooks home currency. For example, an Amazon settlement in CAD, when your QuickBooks file is set to USD.

This applies to a payout that is Partial or Unmatched as well as one that is ready to post. If the orders on it are also missing, the payout’s page leads with the currency and then lists the orders as a separate matter, because bringing the orders in does not make a foreign-currency payout postable on its own. The Bank Deposits list shows the two currencies under its status, and your scheduled Bank Deposits email says the same under settlements are not in QuickBooks.

The payout still appears in your payouts list, unposted. If TruSync is set to post automatically and the payout is otherwise ready, the Bank Deposits alert email lists it under 1 payout could not be posted to QuickBooks, with the reason, for example “payout 123 is in CAD, but your QuickBooks file is set to USD”. You can also open the payout and press Post to QBO to see the same message. Nothing is sent to QuickBooks either way, so nothing is recorded at the wrong amount.

TruSync currently posts a payout only in your QuickBooks home currency, and turning on Multicurrency in QuickBooks does not change that. There is nothing for you to change to make a foreign-currency payout post, and you should not turn Multicurrency on for its sake: QuickBooks does not let you turn it off again. This is different from an order in a foreign currency, which can post once Multicurrency is on. See Selling in more than one currency.

A payout that doesn’t say what currency it is in

TruSync doesn’t post a payout to QuickBooks when your payment platform’s settlement data doesn’t state its currency. Without a currency, TruSync can’t check the payout against your QuickBooks home currency, and it won’t guess one: a guessed currency would post the amount as if it were your home currency.

This is different from a payout in the wrong currency. It isn’t a setting of yours, and there is nothing to change in QuickBooks or in TruSync. A payout that is Partial or Unmatched is held for this reason too: its page, the Bank Deposits list and your scheduled Bank Deposits email say that the currency wasn’t stated, rather than leaving the payout held with no reason given. The Bank Deposits alert email lists the payout under 1 payout could not be posted to QuickBooks, with the reason “the platform’s settlement data didn’t say what currency it is in”. The payout’s currency shows as Not stated when you open it. Nothing is sent to QuickBooks, and the payout stays in your payouts list, unposted.

TruSync is alerted when this happens, and it is fixed on TruSync’s side. Contact support with the payout number if you want to know where it stands.

FAQ

I disconnected PayPal and my Stripe payouts stopped. Why? They shouldn’t. Disconnecting one provider leaves the others reconciling. If Bank Deposits is off, check whether PayPal was the only provider with a deposit account, and press Reconcile Now on the Payouts page to see what TruSync says is missing for each source.

I disconnected my payment provider and reconnected it. Do I need to turn Bank Deposits back on? Only if you had turned it off yourself. If TruSync switched it off because your last provider left, it switches back on when you reconnect one that has a deposit account.

My payout is in CAD and my QuickBooks is in USD. Should I turn on Multicurrency so it posts? No. TruSync currently posts a payout only in your QuickBooks home currency, whether Multicurrency is on or off, so turning it on would not make this payout post. QuickBooks does not allow Multicurrency to be turned off once it is on, so don’t turn it on for this. The payout stays in your payouts list, unposted, and nothing was sent to QuickBooks.

Why does my payout say TruSync’s settlement data didn’t state a currency? The settlement your payment platform sent had no currency on it, so TruSync can’t check it against your QuickBooks home currency and won’t guess. This is not a setting of yours. Nothing was sent to QuickBooks, and the payout stays unposted. TruSync is alerted and fixes it on its side. Contact support with the payout number.

Why does my Stripe deposit show fees on a separate line? TruSync records each Stripe charge at its full amount and the processing fee as its own Payment processing fees line. The lines total the payout amount that reaches your bank. See Why deposits don’t match order totals.

Why don’t my Bank Deposits match my bank statement exactly? Check the individual line items — fees, refunds, and timing differences are usually the cause. See Why deposits don’t match order totals.

Can I see which orders are in a given deposit? Yes — open the deposit from the Bank Deposits page to see its line items.

What if my payment gateway isn’t connected yet? TruSync can’t pull real fee data without it, so deposits may be incomplete until you connect your gateway.

Why does my payout show a large transfer that isn’t in the total? That’s a withdrawal from your payment platform’s balance to your bank — the money it moves was already counted when the sales that funded it settled. Including it again would double-count. See Why deposits don’t match order totals.

I pressed Post to QBO and got “This payout wasn’t posted” — what does that mean? TruSync checks that a payout’s line items add up to the payout amount before it creates anything in QuickBooks. When they don’t, it stops and tells you the gap, for example: “TruSync didn’t post payout 146159239333 to QuickBooks: the payout is $2,238.25 but its line items total $2,283.45 — $45.20 more than the payout.” Nothing was sent to QuickBooks, and the payout stays in Matched so you can post it once the line items are right. Open the payout from the Bank Deposits page and compare its line items against the payout in your payment platform — usually one line is duplicated, missing, or has the wrong sign. Contact support with the payout number if they look correct to you.

Why won’t TruSync just post the deposit and let me fix it in QuickBooks? A deposit whose lines don’t total the payout won’t match anything in your bank feed, and correcting it afterwards means editing a QuickBooks document TruSync created. Refusing up front keeps your books clean — the payout is held, not lost, and the next payout sync picks it up again. See Why deposits don’t match order totals.

My payout posted as a journal entry, not a Bank Deposit. Is that a mistake? No. Your payment methods deposit into a bank-type clearing account rather than Undeposited Funds, and QuickBooks won’t let a Bank Deposit be applied to a sales receipt that’s already in a bank account. The journal entry does the same job: it debits your bank by the amount that landed, debits the processing fee, and credits the clearing account by the gross, which empties it by exactly what the receipts put in. See Bank Deposits & payouts.

Can I use a different clearing account for each payment method? Yes. Each payout is reconciled against the accounts its own orders settled into, so a Shopify Payments payout sweeps your Shopify Payments clearing account and nothing else. Where your other payment methods deposit doesn’t affect it.

My payout won’t post and the message says its orders settled into different accounts. Why? Because that one payout’s orders didn’t all land in the same place — TruSync can reconcile a payout into Undeposited Funds, or out of a single clearing account, but not a mixture, and with the receipts split it can’t tell how much came out of which. It won’t guess. Open Settings → Payments and point the payment methods that fund this payout at one account. The payout stays in Matched and posts on the next run. If those payment methods already point at one account, the mismatch is on our side rather than in your settings — contact support with the payout number instead of changing the mapping.

My payout won’t post because a payment method isn’t mapped. Why does that stop it? A journal entry has to name the account it credits, so TruSync has to know where every order on the payout settled. If one has no deposit account mapped — or the order predates TruSync recording its payment method — it stops rather than crediting an account the money may never have been in. Map every payment method in Settings → Payments and post the payout again. Nothing was sent to QuickBooks.

What is the TruSync- number on my journal entry? It’s the reference number TruSync puts on every payout journal entry it posts, made from the payout’s own ID at your payment platform — TruSync-145196023973, for example. QuickBooks limits a reference number to 21 characters, so a longer platform ID (Stripe’s and Walmart’s usually are) appears shortened. QuickBooks shows it as the Journal no.. It tells you which journal entries in your books came from TruSync, and keeps them out of the numbering series another app may already be using in the same company file. Deposits don’t have one, because QuickBooks has no reference-number field on a deposit; look for the memo Payout <ID> — TruSync reconciliation instead. Journal entries posted before this existed have no reference number and don’t need changing.

Why is there a payment against each of my Amazon invoices? Because an invoice has to be paid before a Bank Deposit can group it. Marketplace orders post as Invoices, which sit in Accounts Receivable, and QuickBooks only lets a Bank Deposit group things in Undeposited Funds. When the settlement arrives TruSync records a payment against each invoice on it, then deposits those payments together. Your A/R clears and the deposit matches your bank feed. See Bank Deposits & payouts.

My marketplace payout won’t post and the message says the payout and the invoice disagree on the amount. Why? TruSync pays each invoice for the amount that invoice is actually owed, read from QuickBooks at the time it posts. When the settlement says an order paid a different amount, it stops instead of paying the settlement figure — doing that would leave a credit or a leftover balance on that customer’s account. Open the invoice in QuickBooks and check its total against the order. Nothing was sent to QuickBooks and the payout stays in Matched. Contact support with the payout number and the invoice number if the invoice looks right to you.

Why can’t I connect BigCommerce Payments in Bank Deposits? Because there’s nothing to connect to yet. A Bank Deposit needs your processor’s payout data — when it paid you, how much, and what it charged — and BigCommerce doesn’t publish that for BigCommerce Payments. The account the money settles into belongs to BigCommerce, not to your store, so neither you nor we can authorise access to it. We’re working with BigCommerce on it. Your orders still sync normally; it’s only the automatic deposits that are waiting.

I used to see a Connect button for BigCommerce Payments. Where did it go? We removed it. It completed successfully but connected to the wrong account — your ordinary PayPal account rather than the one BigCommerce Payments settles into — so it found no payouts and could never have found any. A button that looks like it worked and silently does nothing is worse than no button, so it’s gone until there’s real data behind it.

My BigCommerce Payments money is in my books but there’s no deposit. Is something broken? No. Your orders have posted with the right amounts and are sitting in Undeposited Funds, which is correct. What’s missing is the deposit that groups them to match the transfer in your bank feed — that’s the part waiting on BigCommerce. Match those transfers by hand for now.

A line says “Unclassified” — what should I do? Nothing is lost: the transaction is recorded and simply left off the QuickBooks deposit rather than posted as a guess. Contact support with the payout date and we’ll classify the transaction type properly.

One of my payouts says “Before sync started”. What is it? It’s a settlement that pays out orders placed before TruSync began syncing your store. The money is real and it reached your bank, but those orders were never synced, so there are no QuickBooks documents for TruSync to reconcile the settlement against. TruSync keeps it on the Bank Deposits page for your records and doesn’t post it. Nothing is waiting on you. If you want those orders in QuickBooks, run a historical import covering that period from Settings → Sync Settings, then press Reconcile Now.

My settlement arrived after I connected TruSync, so why does it say “Before sync started”? Because a marketplace settlement is deposited around two weeks after the period it covers. A deposit that landed after you connected can still be paying out orders placed before you connected. Where your platform tells TruSync which trading period a settlement covers, TruSync uses that rather than the day the money arrived. Where it doesn’t, TruSync uses the deposit date only in the direction that cannot be wrong — a deposit dated before your earliest completed historical import began, since no order can be placed after the settlement that pays it out.

Will TruSync ever mark a payout “Before sync started” by mistake while my historical import is still running? No, and there are two separate protections. TruSync only uses that label when it has evidence of a real gap — no orders synced for the settlement’s dates, and orders synced afterwards. On top of that, it never applies the label to dates any historical import has been asked to cover and hasn’t delivered: an import that was started and stopped part-way is still owed those orders, so its settlements are left alone until an import has actually run to completion over them.

That protection remembers every import you have ever started, not just the last one. Running a short catch-up import for a recent week does not make TruSync forget that an earlier, longer import was asked for and never finished — the earlier dates stay protected. See My historical import didn’t finish.

A payout says “Before sync started” but I think those orders are mine. Can I undo it? Yes. Open the payout from the Bank Deposits page and press Re-check. TruSync looks at the question again using what is in QuickBooks now — so if you have since run a historical import covering those dates, the settlement reconciles. If the orders genuinely were placed before TruSync started syncing, it returns to Before sync started. Nothing about the label is permanent and nothing is deleted.

My payout says Partial and never posts. Why won’t TruSync post the part that matched? Because a deposit for less than the amount your bank received won’t reconcile against your bank feed, and the orders it is missing are usually about to arrive. If TruSync posted the matched part now and put the rest in a holding account, those orders’ receipts would land in Undeposited Funds afterwards with no deposit able to pick them up — leaving a balance TruSync can never clear and a posted QuickBooks document someone has to edit by hand. Holding the settlement avoids all of that, and nothing is lost: it posts in full, correctly, once the missing orders are in QuickBooks. Open the payout to see exactly which orders those are.

Can I just enter the deposit in QuickBooks myself while I wait? Please don’t. TruSync checks for its own deposits before posting, using the private note (memo) it writes on each one. A deposit you entered by hand doesn’t carry it, so TruSync cannot see it — and when the missing orders arrive it posts its own, leaving two deposits for one settlement. If a held settlement is holding up a month-end close, contact support with the payout number instead and we will sort it out with you.

I already reconciled a payout in QuickBooks by hand and TruSync keeps emailing me about it. How do I stop it? Open the payout from the Bank Deposits page and press I reconciled this in QuickBooks myself. TruSync closes it as Reconciled in QuickBooks and stops retrying it and mentioning it in the “Bank Deposits need attention” email. If you recorded it as one QuickBooks payment for the whole settlement, deposited into your Bank Deposits account, TruSync recognises it and closes it for you on the next run. It never posts anything to QuickBooks when it closes a payout this way.

A payout says “Reconciled in QuickBooks”. Did TruSync post it? No. TruSync posted nothing. The label means the settlement is already in your books, either because TruSync found one QuickBooks payment that covers it exactly or because you told it so. If that isn’t right, open the payout and press Re-check and TruSync will look at it again.

How do I find out which orders are holding my payout? Open the payout from the Bank Deposits page. TruSync lists every order holding it, by order number, with the amount riding on each one and why it has no QuickBooks document — never imported, waiting on an order exception, still posting, excluded by your sync settings, or a sync that failed. The same orders are named in your scheduled Bank Deposits email.

My payout has been Partial for three weeks. Is it going to sort itself out? No. The held N days figure under the status on the Bank Deposits page is there for exactly this — a settlement held for more than a week is waiting on something that isn’t going to happen by itself. Open it, read which orders are blocking it, and take the action listed next to each one. Most often it is a historical import that needs running.