This article helps you find and trace payments and refunds to the right event. You can self-serve most questions with the steps below; for anything you still can't reconcile, contact billing.

Open the reservation in your Venue Portal and check the Payments tab — every payment that has cleared is logged there, and you and your client each receive an automatic "Payment Received" email when it does. See Monitoring Payment Status.

Ande payouts arrive with a memo code so you can reconcile each deposit to its event, in the format:

Ande <venue name> <event date> <tripleseat event ID>

Use the Tripleseat event ID in the memo to match the deposit back to the reservation.

Refunds are issued against the original payment on the reservation, so a refund stays tied to the same reservation and event. Credit card refunds return to the original card immediately; ACH refunds are handled by the billing team. See Refunds.

A payment that looks missing may still be in transit — credit card payouts take 1–2 business days, and ACH depends on when the client's bank actually sends the transfer (an ACH "intent" email is not a received payment). See the article "Why Haven't I Received My Payment Yet?"

If a client says they paid but you don't see the payment, or you can't tell which event a charge or refund belongs to, contact [email protected] with the event details — they can trace it on the account.