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Payments, payouts and remittance: where to look and who to contact

Logicbroker sends your invoices to your retailers. How you get paid, and where you see each payment, depends on how your retailer pays its suppliers. Start with Who pays you, then go to the question that matches yours.

Who pays you

Check which of these describes your retailer:

  • The retailer pays you directly. The retailer pays your invoices under your agreement with them. Logicbroker doesn't handle these payments. The retailer's accounts payable team answers questions about payment status and remittance.
  • The retailer pays you through Stripe. Some retailers ask you to set up a Stripe account during onboarding. The retailer reviews and approves your invoices, and Stripe pays the approved total to the bank account linked to your Stripe account. You download the remittance details as a payout report in the Logicbroker portal.
  • The retailer pays you through Payment Center. Some marketplace retailers pay suppliers through Partners › Payment Center in the portal. You set up a payment account there with your company details and a bank account. Each order line creates transfer records, and the retailer's payout run pays them to your bank account.

The retailer also handles refunds to its own customers. If a customer says they didn't get a refund for an order you cancelled, contact the retailer.

My invoice was not paid

This section is for suppliers whose retailer pays them directly, on any connection. If your retailer pays through Stripe or Payment Center, go to When will my payout arrive?

Logicbroker delivers your invoice to the retailer. The retailer's accounts payable team decides when to pay it, and they are the ones who can confirm a payment.

First, check the invoice in the portal:

  1. Search for the PO number or invoice number in the search bar. You can also open the order from the Orders page and scroll down to Related Documents.
  2. Check the invoice status. If it shows Failed (1200), your retailer may not have received it. Fix and retry it as described in Failed Document Summary. Document Statuses explains each status.
  3. Open the invoice and check Payment Terms in General Information. The payment may not be due yet.

The fix. If the invoice is past its terms, contact the retailer's accounts payable team. Give them the invoice number, invoice date, PO number and amount. If you don't have a contact at the retailer, ask Logicbroker Support whether they can share one.

How to check it worked. The retailer confirms a payment date or sends you the remittance.

When to contact Support. Contact Support if the retailer says they never received an invoice that Logicbroker shows as Complete (1000). Include the details in What to send Support.

My payout is less than I expected

This section is for suppliers paid through Stripe or Payment Center. If a retailer that pays you directly paid less than your invoice, see Retailer says the handling fee is missing or the invoice was short paid in the Invoices article, and ask the retailer about the difference.

Stripe payouts

If a fee was deducted from a payout, contact Support with the payment ID and the payout report. If you use the same Stripe account for other payments, Logicbroker can't speak to fees on those, and Stripe may debit them from your account.

A payout can still look short for these reasons:

  • Each payout covers one invoice group, a date range of invoices. Invoices from another date range are paid in their own payout.
  • The retailer pays only the invoices it approved.
  • Some retailers calculate invoice amounts under your agreement, for example the agreed cost less a defective allowance.

To check, download the payout report as described in I can't find the remittance for a payment. Add up Invoice Total for every invoice in the payout's invoice group. The sum equals the payout amount.

Payment Center payouts

A payout is the sum of the transfers it includes. Some transfer types lower the total:

  • Commission and Commission Tax are negative amounts that the retailer deducts.
  • Refund is a negative amount for items cancelled or returned on an order line.
  • Commission Refund is a positive amount that gives back commission on cancelled or returned items.

To see what a payout includes, go to Partners › Payment Center and click the Latest Payout card. Click View on the payout. Related Transfers lists every transfer in it, with its Type and Amount.

When to contact Support. Contact Support if the invoice totals or transfers don't add up to the payout. Include the details in What to send Support.

I can't find the remittance for a payment

Where you find the remittance depends on how the retailer pays you. If the retailer pays you directly, the remittance comes from the retailer, so ask their accounts payable team.

Stripe payouts: download the payout report

  1. Go to Reporting › Advanced Export.
  2. In the Profile box, select the payout report your retailer provides. Its description starts with "This profile is provided by" and the retailer's name. Some retailers provide a summary report and a line-data report.
  3. Under Output Format, choose CSV or XLSX.
  4. Click Download. The file downloads in your browser. Logicbroker doesn't keep a copy on a page in the portal.
  5. In the file, find the Invoice Group column. Each group is a date range. The description on the payment in your Stripe account shows the same date range.
  6. Filter the file to that invoice group. Every invoice in a payout has the same invoice group, and the sum of their Invoice Total equals the payout amount.

Dates in the file are in UTC. If you don't see Advanced Export under Reporting, or you can't find a payout report in the Profile list, contact Support.

Payment Center payouts: open the payout

  1. Go to Partners › Payment Center.
  2. Click the Latest Payout card. The list shows your payouts with their Amount, Status and Created date.
  3. Click View on a payout. Related Transfers lists each transfer in it, with its order, line, type and amount.
  4. To work with the list in a spreadsheet, click Export.

How to check it worked. The amounts in the invoice group or in Related Transfers add up to the payment you received.

I need to change my remit-to address or bank details

Remit-to address on your invoices

This applies to all suppliers who invoice through Logicbroker. Logicbroker adds your default remittance address to an invoice when the invoice doesn't include one.

  1. Go to Settings › Document Settings › Remittance addresses.
  2. To change the address for all retailers, edit Default Remit To Address and click Save.
  3. To use a different address for one retailer, click Edit on that retailer's row in Partner Specific Remit To Addresses. A retailer-specific address replaces the default for that retailer.

If the fields are grey and you can't click Save or Edit, your user doesn't have the Settings Management permission. A user with User Management can turn it on in My Profile › Manage Users. Then log out and log back in. See Manage Users.

If you send invoices by EDI, API or file and they include a remit-to address, Logicbroker keeps that address. Update it in your own system too. Invoices you already sent keep the old address.

How to check it worked. The next invoice you create in the portal shows the new address under Remittance Address.

Bank details

  • The retailer pays you directly. Logicbroker doesn't hold your bank details. Ask the retailer how to change them. Some retailers ask for a signed bank change form.
  • The retailer pays you through Stripe. Your bank account is part of your Stripe account, and Logicbroker can't change your Stripe account. Contact Stripe Support.
  • The retailer pays you through Payment Center. Go to Partners › Payment Center and click View on the retailer's row in Payment Accounts. In Bank Accounts, click Create. Fill in the Bank Account step and click Continue. Fill in the Bank Account Owner step and click Submit. Then click Remove on the old bank account. Payouts go to one bank account, and while the old one is listed, payouts may still go to it. You need the Settings Management permission to see Create. If no bank account is set up, the page shows "You must have at least one bank account to receive payouts."

When will my payout arrive?

The retailer pays you directly

The retailer pays under the payment terms in your agreement. Ask the retailer's accounts payable team for a payment date.

Stripe payouts

Payout timing depends on the accounting process between the retailer and Logicbroker, so Support can't give you a fixed schedule. Each payout covers one invoice group. For example, a retailer may review the previous week's invoices at the start of each week, approve a total for each supplier, and send it through Stripe within the following few weeks.

Payouts can't be made while Stripe shows your account as Restricted or has an outstanding requirement. Complete the requirement in your Stripe account, or contact Stripe Support for help with it. Support can tell you whether Stripe shows your account as Enabled, and can send you the link to your Stripe account.

If an expected payout didn't arrive, contact Logicbroker Support with the invoice group or week you expected. Support checks with the retailer and Logicbroker's finance team.

Stripe settings, such as manual or automatic payouts, belong to your Stripe account. Contact Stripe Support about them.

Payment Center payouts

  1. When an order is created, the transfers for each line start as Pending Shipment. For some retailers they start as Pending instead.
  2. When you ship the line, its transfers move to Pending. The Transfers Pending Payout card counts them.
  3. The retailer's payout run pays pending transfers once they have waited the number of days set up for that retailer. The wait starts when the transfers move to Pending, usually when the line ships.
  4. The payout appears with type Payout and moves to Complete after Logicbroker sends it to the payment provider.

If refunds and commissions add up to more than you are owed, no payout runs until your pending total is above zero.

If a payout fails, the Failed Transfers card counts it, and Reporting › Events shows an event with the summary "Error transferring to bank account". Check your bank account in Payment Center, then ask the retailer to retry the payout. Only the retailer can retry a failed payout. Retailers select the failed payouts on the transfer list, click Retry, then click Yes.

What to send Support

For a payment question, include:

  • your company name and the retailer;
  • the PO numbers and invoice numbers involved;
  • for a Stripe payout, the payment ID, payment date, amount and the invoice group from the description;
  • for a Payment Center payout, the payout ID shown in the ID column;
  • any error message, exactly as it appears;
  • what you already checked, and what the retailer told you.

In the portal, go to Help › Submit a ticket, or email support@logicbroker.com.

Related articles

We're updating this article. Some steps and screenshots may not match the portal yet. If anything is unclear, contact support@logicbroker.com.