The Novi Pay > Balances list view gives you built-in access to Payout and Top Up activities.
Navigating to the Charges List
Navigate to the Novi Pay tab dropdown
Click on Balances
Balances Overview
The Balances "stage" gives you a snapshot overview of:
Available Balance: The total balance that will be sent to your to your bank account in your next payout. This includes all fully processed credit card and ACH transactions.
Incoming Balance: The total amount of credit card and ACH transactions that are currently processing. Transactions can take 2 days (credit card payments) to 4 days (ACH transactions) to process.
Top-Ups: If your association has outstanding refund(s) that exceed the available balance and the Refund Delay Processing days have passed, the Top-Ups overview will show the balance that will be pulled from the Top-Ups bank account to cover the outstanding refund(s). Learn more about Top-Ups and how they work.
All Activity List View
The All Activity tab combines all details about both Payouts and Top Ups. You'll see the same columns in their individual list views too.
Date
The date the activity was initiated in Novi Pay.
Balance Type
Indicating whether it was a:
Payout: money deposited to your bank account.
Top-Up: Money taken out of your bank account to cover a negative balance from a refund.
Charge ID
Assigned by Novi Pay, this ID will be listed on the deposit recorded in QuickBooks Online.
QuickBooks ID
This is the deposit number directly in QuickBooks Online.
Amount
This is the net amount of the payout that was deposited directly into your bank account (transactions minus the fees).
Transactions
This is the gross total of all transactions included in the payout.
Fees
This is the fee amount associated with the transactions that were processed.
QuickBooks Date
This is the date the activity was recorded in QuickBooks Online.
Typically the Date and QuickBooks Date are the same, but there are a few reasons they may differ:
If a deposit creation fails and must be retried, the date in QuickBooks Online will reflect the actual date of the deposit creation.
If you need the date to be different, you will need to manually make that change in QuickBooks Online.
Payouts and Top Ups typically happen at night, early enough that the payout date in QuickBooks Online will match the payout date in Novi. If there is a delay in transferring the payout, the dates may differ by one day due to the transfer happening post-midnight.
Status
The status of your payout is typically "Up to Date". If, for any reason, the payout deposit failed, you'll see a warning symbol.
Status Message
You will find more details about your status here. If you had a failed payout deposit, this message will give you more details as to the "why".
Action
Here you have different actions that you can take for the payout.
Retry: If a payout deposit fails and you have made the necessary changes/updates based off of the status message, then you can click "retry" to make the deposit attempt again.
Manually Reconciled (dropdown arrow): If your payout deposit failed and you decided to manually handle it directly in QuickBooks Online, then you can select "manually reconciled" to mark the deposit as complete.
Tip: We recommend always trying to make the necessary fixes and retry the deposit from Novi directly to ensure the transactions are matched correctly and all fees are recorded properly.
View Payout Details
By clicking View from the main list Action column, you can see all of the transactions associated with that particular Payout Deposit.
Charge ID – This is the transaction ID that is coming directly from Stripe (the processor powering Novi Pay).
Type – The type of transaction is either charge or refund.
Date – When the transaction was processed.
Method – Credit card or ACH details including the last four digits of the card or account.
Related Transactions – This column shows the related transaction that was created in QuickBooks Online like the sales receipt, payment on an invoice, or refund.
Customer – This is the customer or member's name. It could be a person or a company.
Amount – This is the full amount that the member was charged.
Fees – These are the fees associated with that charge. These will be taken out of your overall payout in batch deposits.
Transaction Details – Any alerts or status messages will be included here, when applicable.
Troubleshooting
Please note that there are collapsed troubleshooting steps below. Click an arrow to expand and view the steps in detail.
Whenever you have a failed payout deposit, you will see an error and reason in the status message column on this page, along with receiving an email.
"One or more transactions in this deposit are already in another deposit"
"One or more transactions in this deposit are already in another deposit"
Cause:
This error indicates that one or more of the transactions that should be a part of that payout deposit are already marked as deposited from your bank deposit screen in QuickBooks Online. To ensure your deposits are accurate and include the proper fees, we recommend that you refrain from manually creating deposits in QuickBooks Online unless absolutely necessary. Read more about the life cycle of a transaction and the payouts here.
Fix:
In QuickBooks Online, find the transactions in question and remove them from the deposit. As always, check with your bookkeeper for any major changes in QuickBooks Online.
Once the transactions are no longer in a deposit, you can click "Retry" on the Payout in Novi.
Refresh your page and the deposit should be resolved.
"Novi Payout does not match the sum of the connected transactions"
"Novi Payout does not match the sum of the connected transactions"
Cause:
Several factors can cause this error, but the most common is that something changed on one of the transactions after it was already processed through Novi Pay.
Example: a transaction was processed for $50 for an event ticket, but an admin changed the ticket type manually in QuickBooks Online to a price of $30. Now the transaction receipt does not reflect the same price that was actually processed, and therefore, the payout amount does not match.
Fix:
Reach out to Novi Support for assistance, troubleshooting, and next steps if the transaction change is not obvious. We can help narrow down the issue for you!
"Error: Missing the following Transactions..."
"Error: Missing the following Transactions..."
Cause:
This error can occur for several reasons, but the most common is if a transaction is voided/deleted in QuickBooks Online. Alternatively, it may also appear if the payment went through successfully, but QuickBooks Online's API experienced a temporary timeout while creating the matching sales receipt/payment.
Fix:
Contact Novi Support if you are having any issues with correcting this error so we can help you troubleshoot the issue.
It's rare, but you may be required to manually create the payout in QuickBooks Online. If you go this route, make sure to mark it as "Manually Reconciled" in Novi so we won't continue to retry creating it.