Why doesn't my BigCommerce revenue match my payment provider?
The BigCommerce help pages give 3 common reasons. The first to rule out: With some payment gateways a refund is made in the gateway, and the store's order is updated by hand, so a refund can show in the gateway before it shows in BigCommerce.
Is it broken, or just quiet?
A number can fall because fewer people came, or because something stopped counting them. Below are the causes the BigCommerce help pages give, and how to check each one yourself.
What causes it?
With some payment gateways a refund is made in the gateway, and the store's order is updated by hand, so a refund can show in the gateway before it shows in BigCommerce.
In the BigCommerce help:
If your gateway is not in the list below, to refund an order, you will need to log into your payment gateway's dashboard to process the refund, then update the order status in BigCommerce to Refunded or Partially Refunded.
Processing Refunds, read 2026-11-12.Gateways can settle payments at a fixed time each day, so a payment and its refund can land on different days in the gateway and in the store.
In the BigCommerce help:
Some payment gateways settle transactions at a particular time every day or dictate that a transaction must be older than 24 hours before it can be refunded.
Processing Refunds, read 2026-11-12.A refund made inside the payment gateway is not picked up by BigCommerce's accounting integrations, as its help pages explain, so the store, the gateway and your books can each show a different total.
In the BigCommerce help:
Performing refunds outside of the BigCommerce product (i.e. within your payment gateway's dashboard) will not be captured via the accounting integration.
Processing Refunds, read 2026-11-12.
How do I check it myself?
Check whether the payment has settled in your gateway before comparing it with the store's figures.
In the BigCommerce help:
If you have trouble issuing a refund, make sure that the payment in question has been settled.
Processing Refunds, read 2026-11-12.Check whether your gateway is one that handles refunds from inside BigCommerce, since with other gateways refunds are made in the gateway.
In the BigCommerce help:
Only these payment gateways allow refunds from the BigCommerce control panel.
Processing Refunds, read 2026-11-12.
How does BigCommerce work with Feder?
- Connect BigCommerce to Feder and it joins your Money apps.
- When you connect BigCommerce, Feder checks the connection straight away and shows Connected only when that check passes. If a reading cannot be taken later, Feder shows it as not read, never as zero.
Some numbers are too quiet to judge daily, such as a form filled in a few times a week. Until there is enough of your own history to judge a change, Feder says it is still learning and scores nothing, rather than guessing.
See whether you can trust the numbers in BigCommerce, one of your Money apps. Feder only reads. It never changes anything in BigCommerce.
What else goes wrong with these numbers?
- Why did a BigCommerce order total change after it was placed?BigCommerce
- Why did my revenue drop in BigCommerce reports?BigCommerce
- Why did Google Analytics stop collecting data?Google Analytics
- Why aren't my key events showing in Google Analytics?Google Analytics
- Why does Google Analytics show (not set)?Google Analytics
See every question.
Where do these answers come from?
Every cause and check on this page comes from the BigCommerce help pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.