Why has the franchisee not received their payout?

Check if a payout was initiated

Before investigating why you didn’t receive your payout, check if a payout was initiated from your merchant account.

1. Log in to Essentials and the correct merchant account.
2. Go to Finance > Sales to Payout > Payouts.
3. Use the date filter to specify your preferred time period.
4. Select the payout you’re looking for. Here you can see the amount paid out to you from a batch, and a brief summary of what it includes.

If you want a more detailed summary of what constituted the payout from a batch, download the Settlement Detail Report for the batch of interest by pressing Download arrow on each payout row.

If the payout was initiated

If the payout was initiated, it’ll take a few days for the funds to reach your bank. If you don’t receive the funds after 5 bank days, there may be an issue regarding the payout in question. It’s possible some payout details were not set up the right way. 

Tip: Please double check if all details are correctly configured.

Franchisees can locate funds with bank instruction letter

For franchisors, we recommend downloading the bank instruction letter for your franchisees. Franchisees can reach out to their bank with a bank instruction letter, which should help them locate the funds. Franchisees can’t download this from the Essentials portal. Therefore, they would need your help.

Download the bank instruction letter

1. Log in to your Customer Area, and the right merchant account.
2. Go to Finance > Sales to Payout > Payouts.
3. Use the date filter to specify your preferred time period.
4. Select the payout you’re looking for.
5. Expand the batch view, by pressing the sign.
6. Select Download bank instruction letter.

Tip: If you still can’t find the payout, contact support.