The Payments page of the Finance tab in your Merchant Portal helps you keep track of all the Shipping Protection premiums you collect from your customers and transfer to Route each week as part of the billing process.
Read on to learn more about this important page, and how you can get the most from it.
How is it organized?
The page displays each weekly Premiums Collection Period, or billing cycle. These are then grouped by month and shown in reverse chronological order.
What is the billing cycle?
Route’s weekly billing cycle is Monday – Sunday. Each week, we collect all the premiums for the Shipping Protection your customers purchased the week before.
Read more about the billing cycle.
What information can I find?
Each weekly entry shows the date range for the billing period and an invoice number, as well as a snapshot of how many protected orders came through your online store, the total amount of Shipping Protection premiums you collected from your customers, and your payment status (see more on this below).
There are also buttons to download your weekly billing invoice, which will show the actual amount Route will collect from your account, and a CSV file (spreadsheet) with detailed order-by-order information.
What do the payment status codes mean?
One of the following three statuses will be displayed next to every billing period:
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- Paid: You successfully transferred the Shipping Protection premiums to Route
- Unpaid: The premium transfer failed
- Refunded: Credit: Denotes any credits you receive for canceled orders
If your payment failed, please check the information provided in the Payment Account section in the Finance tab on your Merchant Portal and make adjustments if necessary.
How do cancellations and credits work?
When an order is canceled successfully, it will be denoted as a “Refund: Credit” within the weekly billing period the order was initially made, not the timeframe in which it was canceled. The date listed with the credit corresponds to the date the credit was issued. It will show as an applied balance on the corresponding invoice.
For example: An order was placed during the billing period of July 8 – 14. It was canceled on July 20. A credit is issued on July 25, and will be applied as a credit to the corresponding billing period of July 22 – 28. It will be included on the invoice as an applied balance for that billing period, which will be sent the following Monday, on July 29.
When cancellations occur after a billing period closes, credits will appear on the payments page retroactively.
Read more about how Route reflects canceled orders in billing.
What do the dates mean?
The date range to the left reflects the days of that particular seven day billing period (Monday – Sunday). The Protected Orders and Premiums Paid listed in this section correspond to this date range.
The date on the right side of the screen displays the date you successfully transferred the premiums from your account to ours. Route always initiates this transfer on the Wednesday of each week. The date listed marks the day the transaction was successfully completed.
Where do I find my invoices?
You can download a PDF invoice for each billing cycle and a much more detailed CSV file containing order-by-order information, including reconciliation amounts for canceled orders. Select the year and month from the drop downs to narrow the time frame.
What if the amount I am seeing on the payments tab does not match the amount taken out of my account?
Please note that the “Premiums Paid” listed for each billing period displays the total amount of premiums you collected from your customers over the course of that week. It does not show the exact amount that will be transferred from your account.
The downloadable invoice for that period will show the exact amount that will be transferred from your account, listed as the “amount due.” This amount totals all the premiums collected that week minus any applied balance. The applied balance is made up of credits from orders canceled during previous billing cycles.
Read more about how Route reflects canceled orders in billing.
For any additional questions, please reach out using the blue Support Chat button in the Help Center or Merchant Portal.