Tech Support

Payouts

Payout Timing & Report

Payout Timing

  • Payout day is Wednesday – unless Monday is a bank holiday, then we payout on Thursday
  • Payout all events from the previous week: Monday through Sunday

Payout Contacts

Event Review

  • Go to Dashboard.pitpay.com, Dashboard.kartpass.com, or Dashboard.tickethoss.com
  • You will need to login to the Dashboard(s) to pull the Event and Transaction report.
  • Go to the Events tab in the Dashboard.
  • Click on each event for the week you’re paying out. You’re checking the Participant or Ticket Holders’ List to see if users are checked in (one good clue that the event actually happened).
  • If any Participant List doesn’t have people checked in, verify if the event actually happened, which can usually be done by checking the track’s Facebook page, before you pay out.
  • If the Event Status shows canceled or postponed DO NOT PAY without confirming whether participants need to be transferred to another event or credited/refunded first.

Issuing Payouts

  • Go to the Transactions tab in the Dashboard menu
  • Skip ahead to the page that has the first event you need to payout
  • Click on the Event Name, which will then show all of the transactions for that event
  • Click Print List at the top right of the screen to pull up the PDF – this is the Transaction Report
  • Save the Transaction report, titling it [Track] – [Date] [Race / Event] Report
    • ie: Dells – June 22 Race Report.pdf
    • ie. WWT – June 3 WOW Event Report.pdf
  • Look through the report to see if any promo codes were used or refunds were issued
    • If any promo codes were used that were issued by Pit Pay, check to see if we need to reimburse the promoter for the pass price
  • Go to the Stripe Dashboard (https://dashboard.stripe.com/dashboard)
  • Go to Connected Accounts in the menu
  • Find and open the correct connected account
  • Verify that the correct amount is available for payout
    • IF the amount in the account is DIFFERENT than what the Transaction Report says (except for WWT which always has a big balance), then you need to figure out WHY
      • Is it because people have already started buying passes/tickets for the current week’s race, and if you look at the transaction report for the current week, the numbers add up perfectly?
      • Or is there something else going on that warrants further investigation? If so, you’ll need to figure out what is causing the discrepancy.
  • If the balance looks good, payout the amount on the Transaction Report:
  • When you’re in the correct Connected Account, click Payout to Bank
  • Enter the Correct Amount for the payout – *THIS IS AN IMPORTANT STEP*
  • Make sure the delivery method is set to standard if there’s an option
  • Enter the statement descriptor: Platform – DATE
    • ie. Pit Pay – June 17 ; Pit Pay – June 19-20 ; etc.
    • For Kart Pass, look at what the descriptor was on the previous payout and follow that format
  • Click the checkbox to Confirm Payout
  • Click Payout
  • You should see the amount as pending in the Activity list
    • If you’ve made a mistake, you can click on the pending payout to open it, then click Cancel Payout to cancel it
  • After you’ve completed the payout in Stripe, send an email to the correct track / series contact(s) to let them know the payout was issued and attach the Transaction Report PDF file
    • *Special Instructions*: For WWT Raceway, also send the CSV file(s) along with the PDF file(s) – use “Export List” on the Transaction page

Payout Emails:
To: [payout contact(s)]
CC: frank@pitpay.com
Subject: Pit Pay Payout – [date]
Body:
Hi [Name(s)],

I just initiated your payout for your [date] race. Attached is the Transaction Report.

Please let me know if you have any questions.

Thanks,

[Your name]

Attach: The correct transaction report
*PLUS the CSV report(s) for WWT Raceway

  • Do this for every event from the previous Monday – Sunday
  • When done, look through the list of connected accounts and make sure everyone has a $0 balance or, if not, that there have already been purchases for this week’s race (OR that it’s WWT, who almost never has a $0 balance). For Ticket Hoss, since multiple events are on sale at the same time, you may not see many zero balances.

Troubleshooting

Connected Account is Short Money

Some things to check are:

  1. Was it an event with hidden fees?
    • If so, were there any international transactions?
      • You can check this by exporting the CSV report and looking in the far-right column for any “yesses”
      • If so, those don’t get calculated correctly on the reports (yet), so you’ll have to calculate them manually and adjust the PDF accordingly or create your own payout report
  2. Do all of the charges have transfers associated with them?
    • Check this by exporting the CSV and scrolling through the report looking at the columns with the charge and transfer links
      • If there’s a charge link, but no transfer link, the pass price may have failed to transfer to the connected account
      • This happens occasionally, and if it does, you will “Add Funds” to the connected account by clicking on the account, then clicking the “Add Funds” button and then entering the amount that should be added to the connected account from ours
  3. Did a refund get issued outside of the Dashboard? Or did a delayed refund get issued (in other words, did a refund get issued for the previous event after the payout had occurred)?

If none of those seem to be the case, you can manually check the payout using the CSV export to see if you can find the discrepancy.

Connected Account Has Too Much Money

Some things to check are:

  1. Have people already started buying passes/tickets for another event of that promoter’s?
  2. Was the previous payout amount correct?
  3. Did a refund get issued and the transfer not got reversed properly?
    • This may be more likely if the refund was manually issued, and the issuer forgot to reverse the transfer.
  4. Is it a ROK payout and they have money we need to pull back to cover the fee we charge them for free registrations and pit passes?
    • If so, we pull the money back by looking for a large transfer (typically a transfer that came from paying for one of their registrations) and reverse the transfer in the amount that needs to go back in our account.