Why doesn't my HitPay revenue match what I collected?
The HitPay help pages give 3 common reasons. The first to rule out: When a payment is refunded, its fees are not returned, so a refund can cost a little more than the sale brought in.
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 HitPay help pages give, and how to check each one yourself.
What causes it?
When a payment is refunded, its fees are not returned, so a refund can cost a little more than the sale brought in.
In the HitPay help:
Please note that fees are not refunded
Refunds, read 2026-11-12.A chargeback takes back the full payment and a fee from your balance, so what you collected can fall below the revenue from those sales.
In the HitPay help:
Chargeback fee + full original transaction amount will be reversed from the merchant balance:
Transactions & Reports, read 2026-11-12.A refund made in HitPay is not marked on the order in your online store, so the store and HitPay can show different totals until it is marked there too.
In the HitPay help:
No, you still need to mark the order as refunded in your Shopify or WooCommerce admin dashboard.
Refunds, read 2026-11-12.
How do I check it myself?
Compare gross sales with net collected for the same days. HitPay's sales report lists the refunds and fees between them.
In the HitPay help:
Offers an overview of sales within a specific time frame, including gross sales, refunds, net sales, fees, and net collected.
Transactions & Reports, read 2026-11-12.Check the report's date, location and user filters, since a filter can leave some payments out of the total.
In the HitPay help:
You can filter reports by date, location and users.
Transactions & Reports, read 2026-11-12.
How would I know the day it starts?
- Feder reads your successful payments and your revenue from HitPay each day and compares each day with your own history.
- It tells you when successful payments go quiet or either number moves outside its usual range.
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 what Feder reads from HitPay App, which feeds Money. Feder only reads. It never changes anything in HitPay App.
What else goes wrong with these numbers?
- Why are my HitPay payment requests not showing as paid?HitPay
- Why did my HitPay successful payments drop?HitPay
- 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 HitPay 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.