Who Is This For?
StoreHub merchants who see an 'Adjustment' line on their payout and want to understand what it is, why it was applied, and which order it relates to. Especially useful if you sell through Beep Delivery or Online Store.
Overview
A payout adjustment is a correction applied to your payout - either crediting you (positive) or charging you (negative). Adjustments usually come from refunds, chargebacks, delivery changes, or cancelled orders. This guide explains what triggers adjustments, how to find the specific order behind each adjustment, and how to export the full list for your records.
Before You Begin
You have received at least one payout with an adjustment. See here for the payout basics.
You are familiar with the Payout Summary layout. If not, start with this article.
You have BackOffice access with permission to view 'Online Orders' and 'Payouts'. See here.
Step-by-Step Guide
Understand What Positive and Negative Adjustments Mean
Adjustments can go either way. The sign tells you who owes who.
Sign | What it means |
Positive (+) | StoreHub is paying or reimbursing you.
Example:
|
Negative (-) | StoreHub is deducting from you.
Example:
|
Find Adjustments in Your Payout Summary
The total adjustment for a payout cycle appears on the Payout Summary.
1. In BackOffice, go to 'Online Orders' and open 'Payouts'.
2. Click the 'Payout ID' you want to review.
3. In the Payout Summary, look for the 'Adjustment' line. This is the net adjustment applied to this payout (positive or negative).
4. To see which orders contributed to this adjustment, click the 'Completed Transactions' tab.
Note:
The 'Adjustment' line on the Payout Summary is a net total. Several orders can contribute to it, so one negative row can be offset by several positive rows.
Find Which Order Was Adjusted
Each adjustment ties back to a specific order. Here is how to find it.
1. From the payout, click the 'Completed Transactions' tab. You will see every order included in this payout.
2. Click any order to open the transaction detail. The detail panel shows you the dates the payout was processed and whether an 'Adjustment' was applied for that order.
3. If the order was adjusted, you will see the Adjustment amount and the reason directly on the transaction detail.
Note:
Not every order in the list will have an adjustment. Scroll through or use the CSV export (next section) to filter the adjusted orders only.
Export Adjusted Orders as CSV
If you need the full list of adjusted orders for your records or for your accountant, export them to CSV.
1. In BackOffice, go to 'Online Orders'.
2. Set the date filter to the period you want to cover (for example, the last payout cycle).
3. Click 'Export CSV'. Make sure the date filter is correct before exporting.
4. Open the downloaded CSV. The 'Remarks' column contains the reason for each adjustment (for example, 'Delivery fee refund' or 'Chargeback').
Note:
The CSV is encoded as UTF-8. If special characters look jumbled, open the file as UTF-8 in Excel or Google Sheets.
Common Reasons for Payout Adjustments
These are the most common reasons you will see on the 'Remarks' column of an adjustment:
Reason | Direction | Explanation |
Delivery fee refund | Positive (+) | You switched to self-delivery for an order, so the SHALP delivery fee we charged earlier is refunded back to you. |
Chargeback (dispute) | Negative (-) | A customer disputed the charge with their bank, the dispute was resolved against you, so the amount is pulled back from your payout. |
Delivery mistake refund | Positive (+) | StoreHub (or the rider partner) made a delivery mistake. StoreHub reimburses the product revenue for that order so you are not out of pocket. |
Miscalculation correction | Either (+/-) | A fee or revenue line was calculated incorrectly in a past payout, and this adjustment corrects it in this cycle. |
Refund for prepared food | Positive (+) | The order was cancelled after you had already prepared the food. StoreHub refunds you the product revenue so you are compensated for the wastage. |
Compensation to consumer | Negative (-) | A refund was issued to the customer (e.g. missing item, wrong item) and you are charged for the product revenue of that refund. |
Cancelled after settlement | Negative (-) | The transaction had already been settled to you when the order was cancelled. We pull back the settled amount in this cycle. |
Troubleshooting
Issue | What to do |
I see an Adjustment line but no obvious reason on the Payout Summary. | The Payout Summary only shows the net total. Open the 'Completed Transactions' tab and click each order to see the per-order adjustment and reason. |
The Adjustment amount is much bigger than I expect. | Large adjustments usually come from chargebacks or a batch of cancelled-after-settlement orders. Export the CSV and sort by the 'Adjustment' column to spot the biggest contributors. If it still does not add up, contact us via live chat with the Payout ID. |
I disagree with a chargeback adjustment. | Chargebacks are decided by the cardholder's bank, not by StoreHub. If you believe a chargeback was ruled in error, contact us via live chat with the order ID and any evidence (e.g. POD from the rider, signed receipt). We can raise a re-dispute if there is still a window. |
An order was cancelled but I cannot see a refund adjustment. | Refund adjustments usually appear in the next payout cycle, not the same one the transaction was in. Check the following week's payout. If it still does not appear after 2 cycles, reach out via live chat. |
The CSV 'Remarks' column is blank for a row. | A blank 'Remarks' means no adjustment was applied to that order. Only rows with an adjustment will carry a reason. |
I switched to self-delivery but do not see the delivery fee refunded. | Self-delivery refunds are applied after the order is marked as completed on your side, not when the order is placed. Confirm the order status and check the next payout cycle. |
FAQs
1. Why is an adjustment applied in a later payout instead of the same cycle as the order?
Some adjustments (refunds, chargebacks, cancellations) are only confirmed after the original transaction has already been settled. To keep the books clean, we apply the correction in the next cycle rather than re-opening a closed payout.
2. Can I be charged a negative adjustment that is larger than my payout?
It is rare, but yes. If the adjustment is larger than the current cycle's payout, your Total Payout can be zero or even negative, which means the outstanding amount will be deducted from your next payout. Contact us via live chat if you need the schedule explained for your situation.
3. How long does StoreHub take to process a chargeback?
Once your bank raises a chargeback, the issuing bank typically takes 30 to 90 days to decide. During that time, the amount may show as a pending adjustment. The final ruling determines whether the negative adjustment stays or is reversed.
4. Do I get notified when an adjustment is applied?
Yes. Each payout email you receive includes the adjustment total for that cycle. You can also log in to BackOffice any time to see the latest adjustments on the Payout Summary.
5. Can I dispute a negative adjustment from StoreHub?
If the adjustment is a chargeback (from the cardholder's bank), the bank decides the outcome. If the adjustment is a StoreHub correction (e.g. miscalculation, compensation to consumer), contact us via live chat with the order ID and we will review the case.
6. Will I see adjustments for orders from other stores too?
Yes, if those stores share the same bank account. Adjustments are grouped at the bank-account level, which means you will see adjustments from every store tied to that bank account in one Payout Summary.
7. Does the Adjustment line include bank transfer fees?
No. Bank transfer fees are shown on a separate line called 'Bank Transaction Fees'. The 'Adjustment' line is strictly order-level or payout-level corrections (refunds, chargebacks, miscalculations).
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
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