If Marmalade is unable to reconcile a payment, we will schedule this to be manually processed to your account - we refer to this as a passback.
Will all payments be passed back?
No, we have invested heavily in our technology and processes to reconcile your payments automatically, resulting in almost all payments received being paid to your account via fast payout.
How long will it take for the funds to reach my account when passed back?
If a payment is not processed by our system, the turnaround times will be:
- 16 business hours from the time the payment was received into our account to be scheduled into the next payment run, or:
- The time taken for the payment to reach your bank account from the time it was paid out is generally around 6 hours
What if I want the funds quicker?
The ability to pass back funds that cannot be reconciled is to ensure funds owed to you, are paid out as quickly as possible when we are not able to reconcile the funds on our side. Marmalade's offering does rely on payments being reconciled to invoices so please follow the standard process of advising our team how the payment needs to be reconciled by sending either of the following information to support@withmarmalade.com:
- A copy of the remittance from the customer, confirming what invoice(s) the payment is for
- Confirmation of what invoice(s) the payment should be reconciled to
How do I reconcile a passback?
Unlike a standard payment processed by Marmalade, a passback won't be reconciled to any invoice(s) when it reaches you. You will need to determine what invoice(s) this is for and reconcile them in your accounting platform.
Will this affect my invoice eligibility?
Passbacks will not affect invoice eligibility, as we can track that these funds have come through Marmalade.
Will this affect my Status?
A large amount of passbacks could possibly affect your Status, as it can influence your payment percentage. If you are concerned that a higher volume of passbacks may affect your Status, please reach out support@withmarmalade.com
What if the invoice the payment is for has been cashed-in?
There is a chance that we may pay you twice as a result of the passback process; you will not be able to reconcile the payment and will need to return the funds to Marmalade. Please notify our team at support@withmarmalade.com, and we will assist you with this process
Do all unreconciled payments get automatically passed back?
To keep in line with our responsibilities as a payments processing provider under anti-money-laundering legislation, we will require additional actions/details to be provided in order to be able to pass back any payments over $25,000.00.