A successful customer payment and a completed merchant bank deposit are different stages. Finix groups transaction funds into settlements and uses a funding transfer for the merchant payout after the relevant review and approval.
Its payout guide describes T+1 and T+2 business-day configurations for card transactions, excluding bank holidays. It also documents a default five-business-day settlement delay for ACH direct debits. These descriptions should be read alongside your account’s configuration and any review affecting the activity. Source: Finix payout schedule.
To investigate missing money, find the stage where progress stopped.
Begin with one identifiable payment
Locate the payment using its reference, amount, and processing date. Confirm that it is the transaction you intended to investigate.
Avoid starting with the assumption that every sale from a calendar day belongs to the same payout. Establish which settlement actually contains the payment.
Keep the associated order reference available. This lets customer service answer the buyer’s question while finance investigates the merchant deposit.
If the payment itself is unsuccessful or uncertain, resolve that issue first. A payout investigation cannot explain funds from a payment that never completed the required earlier stage.
Inspect the settlement
Find the linked settlement and review its current status, included activity, and amount.
Record whether the payment has entered the batch you expected. If it has not, investigate the applicable timing and configuration rather than adding it manually to a spreadsheet total.
Compare the settlement’s time window with the period used in your internal report. A difference in reporting boundaries can make a correct deposit appear incomplete.
Your immediate question is whether the payment is represented correctly in the settlement record. The bank posting is a separate check.
Follow the funding record to the bank
Once the settlement has progressed to funding, inspect the relevant funding result. Then compare the expected amount with the actual bank activity.
Finix documents bank-posting delays and risk reviews as possible reasons for delayed payouts. It also states that changing a payout bank account requires risk-team review. Source: Finix payout timing and account changes.
Do not assume a bank-account edit will affect an already progressing payout. Ask the provider which account and timing apply to the specific funding record.
For a failed funding event, use the documented support process. Repeatedly changing details without understanding the failure can make the investigation harder.
Count the relevant business days
Create a small timeline containing the payment date, settlement activity, funding initiation, and bank posting.
Mark weekends and relevant bank holidays. Keep the dates tied to the actual records rather than calculating from when the buyer first received an invoice.
If the business is using ACH direct debits, avoid applying a card payout expectation to that collection. The ACH guide explains the difference between Finix accepting an instruction and the buyer’s bank completing its part.
A schedule is a starting expectation. It is not evidence that a specific held or failed payout has met every condition.
Separate timing differences from amount differences
If the deposit arrived but the amount differs from your sales total, move to reconciliation. The problem may concern which transactions or adjustments were included rather than payout speed.
Use the payment reconciliation guide to compare the batch and fee treatment. Do not ask a customer to pay again to resolve a merchant accounting difference.
Similarly, a refund should remain connected to the original payment and the settlement activity it affects. It does not belong in a separate informal calculation.
Prepare a focused support request
Send the relevant references, dates, amounts, and the specific mismatch through the official support channel. Describe the last stage you can verify.
For example: the customer payment is identifiable, its settlement is identifiable, but the expected funding record does not match the bank entry. That is more useful than reporting that an account “has no money.”
Finix publishes its contact process in Support at Finix. This publication cannot inspect or release a merchant payout.