Who Is This For?
StoreHub merchants in F&B and retail who sell through Beep Delivery, QR Order & Pay, or Online Store and want to know how, when, and how much they get paid.
Overview
A payout is the money StoreHub transfers to your bank account after your customers pay for online orders. This guide covers the full payout journey: set up your bank account, understand your country's payout schedule, view your payouts in BackOffice, and see how your final payout amount is calculated.
Before You Begin
You have access to BackOffice. If you cannot see the 'Bank Accounts' page, speak to your account owner about your access permissions.
You have your business bank account details ready (bank name, account number, and beneficiary name as it appears on the bank statement).
Your stores are already set up and selling online via Beep Delivery, QR Order & Pay, or Online Store.
Understand Your Payout Schedule
Each country has a different payout cycle. Find your country below to see when StoreHub processes your payout.
Country | Transactions fulfilled on | Payout processed on |
Malaysia | Sunday to Monday Thursday to Saturday | Wednesday (same week) |
Thailand | Monday to Sunday | The following Monday |
Singapore | Saturday to Friday | The following Thursday |
Philippines | Sunday to Saturday | The following Wednesday |
Notes:
For all countries, money may arrive same day or next working day.
If payout falls on a Public Holiday, the payout will be processed on the next working day.
For Online Store transactions, the payout follows the date the customer paid. For Beep Delivery, the payout follows the order fulfilment date (because Beep supports pre-orders that can be cancelled before fulfilment).
When a payout is processed, an email with the payout summary is sent to the email address(es) on your bank account. The same summary also appears in BackOffice. A bank transfer instruction is then sent to our partner; the funds transfer may take more than 1 working day.
Step-by-Step Guide
Set Up Your Bank Account to Receive Payouts
Your bank account is where StoreHub sends your payouts. You must add at least one bank account before any payout can be processed.
1. In BackOffice, go to 'Settings' and open 'Bank Accounts'.
2. On the Bank Accounts page, click 'Add Bank Account'.
3. Choose your bank from the dropdown. Compare the bank name with the SWIFT code if you can to make sure you pick the right one.
4. Enter your bank account number and beneficiary name (this must match the name on your bank statement).
5. Enter the email address(es) that should receive payout notifications. Use a comma to separate multiple addresses.
6. Select the stores you want this bank account to receive payouts for. Any unsettled online sales from those stores will be paid into this account.
7. Click 'Save'.
Note:
The new bank account only takes effect from the next payout cycle. Any unsettled transactions before the change will still be paid into the previous account.
The email address saved on each Bank Account receives a notification when a payout is completed, and when a Bank Account is created, updated, or deleted.
View Your Payouts in BackOffice
You can check exactly how much you received per payout, and drill down to each individual transaction.
See How Much You Received Per Payout
1. In BackOffice, go to 'Online Orders' and open 'Payouts'.
2. Click any 'Payout ID' to open the payout breakdown.
See How Much You Received Per Transaction
1. In BackOffice, go to 'Online Orders'.
2. Click any 'Order ID' to see the transaction details, including the payout amount.
Understand How Your Payout Is Calculated
Your final payout is the transaction total minus all applicable fees and adjustments. Here is what each line in the breakdown means:
Line item | What it means |
Transaction Total | The total amount of the transaction, before discount. |
Voucher Discount | If the voucher was purchased by the customer on Beepit.com, you received the amount when it was purchased (not when it was applied). If the voucher was issued by StoreHub, you receive the amount when it is applied. |
Payment Amount | The final amount paid by the customer. |
Delivery Provider Fee (SH3PL) | Logistics fee, charged when a Beep Delivery order is delivered using StoreHub 3rd Party Logistic (SH3PL). |
Payment Gateway Fee | Charges imposed by the payment gateway. |
StoreHub Transaction Fee | Fee charged by StoreHub for processing the transaction. |
Payout | Subtotal payout before bank fees and adjustments. |
Bank Processing Fee | Charges imposed by the bank for processing the funds transfer. This is charged once per payout. |
Notes:
If you see a payment adjustment on your payout summary, refer to this article for a full explanation.
For the per-summary totals across multiple stores or bank accounts, see here.
Troubleshooting
Issue | What to do |
I cannot see the 'Bank Accounts' page in BackOffice. | Speak to your account owner. Only users with the right access permission can view and edit the Bank Accounts page. |
My payout did not arrive on the expected day. | Check whether the expected day was a Public Holiday in your country; payouts are delayed to the next working day. Bank transfers may also take 1 to 3 working days after the payout is processed. If it has been longer than that, contact us via live chat. |
I received the payout email but no money in my bank account. | Confirm that your bank account number and beneficiary name in BackOffice match your bank statement exactly. If they do not match, the bank may reject the transfer. Update them and the funds will be reattempted in the next cycle. |
I updated my bank account but the payout still went to the old account. | Bank account changes only take effect from the next payout cycle. Any payout already processed before your update will still go to the old account. |
My payout amount is lower than my total sales. | This is normal. Your payout is your total sales minus payment gateway fees, StoreHub transaction fees, delivery provider fees (if you used SH3PL), and bank processing fees. See the calculation table above for the full breakdown. |
My payout shows multiple lines (e.g. GCash + bank) instead of one combined amount. | In the Philippines, payouts may be split by payment channel (e.g. GCash and credit card go through different settlement lines). This is expected. See this article for the full breakdown. |
I cannot find the payout email in my inbox. | Check your spam folder. Make sure the email address on the bank account in BackOffice is correct. You can always download the same payout summary directly from BackOffice under 'Online Orders' > 'Payouts' without waiting for the email. |
FAQs
1. How long does it take for the money to actually arrive in my bank account after the payout date?
It depends on your country and bank. In Malaysia and Thailand, money usually arrives the same day or the next working day. In Singapore and the Philippines, allow 2 to 3 working days after the payout date.
2. Why is my Beep Delivery payout date different from my Online Store payout date?
Online Store payouts follow the date the customer paid. Beep Delivery payouts follow the date the order was fulfilled. This is because Beep allows pre-orders that can be cancelled before fulfilment.
3. Can I have different bank accounts for different stores?
Yes. When adding a bank account, you can choose exactly which stores it applies to. Each store can be tied to a different bank account if needed.
4. Will my pending sales be paid into the new bank account if I change it today?
No. Bank account changes only take effect from the next payout cycle. Any sales already in the current cycle will still be paid into the old account.
5. Why does my payout summary show fewer transactions than my BackOffice sales report?
The payout summary only includes transactions that have been processed (settled). New transactions and pending refunds may appear in the next payout cycle.
6. What if I never set up a bank account, where does my money go?
Without a bank account on file, StoreHub cannot process your payout. Your sales are held until you add a bank account, and they will be paid out in the next cycle after you set it up.
7. Do I get charged a fee for each payout?
Yes, a bank processing fee applies once per payout. The exact amount depends on your country and bank, and is shown in the Payout Summary as Bank Processing Fee.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
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