Help Centre
How to use Feegap, answers to common questions, and where to get help when a reconciliation does not add up.
Getting started
Feegap reconciles your payment processor's payout report against your order records. You upload two CSV files and the tool tells you every order that is missing, every fee that differs from the published schedule, and the exact gap from gross sales to what landed in your bank.
- Export your payout report. Log into your payment processor (Stripe currently supported) and download the payout report as CSV. This file lists every transaction that was deposited into your bank account — sales, refunds, chargebacks, and fees.
- Export your order records. From your shop system or accounting software, export your orders for the same period. Each row should show the order ID and the amount you expected to receive.
- Upload both files to the Feegap App. The tool reads both CSVs, matches orders by ID, computes the expected fee against the published schedule, and shows you every discrepancy.
- Review the gap. Feegap shows the unexplained difference — the amount you cannot account for after fees, refunds, chargebacks, and timing mismatches are subtracted. Every figure is traceable to a row in your own files.
Note: The Feegap App is being built. The Help Centre covers what the tool will do when it launches. If you have questions in the meantime, contact us.
Frequently asked questions
What CSV files do I need to upload?
Two files:
- Payout report — downloaded from your payment processor. For Stripe, go to Payouts > Select a payout > Download CSV. The report contains every transaction in that payout: charges, refunds, chargebacks, and fees.
- Order export — from your shop system, accounting software, or whatever system you use to track orders. Each row should have at minimum an order ID and the gross amount you charged the customer.
Both files must be CSV format. The free tier accepts up to 200 rows and 500 KB per file. The paid tier accepts up to 6,000 rows and 5 MB per file.
Why does my payout not match my order total?
Most merchants see a difference. The common sources are:
- Processing fees. For Stripe US, that is 2.9% + $0.30 per successful charge. Other processors have their own schedules.
- Refunds. Refunded orders appear in the payout as negative amounts, and the original fee is usually not returned (or only the percentage portion is returned).
- Chargebacks. A disputed charge results in a deduction from your payout, plus a chargeback fee.
- Timing. Orders processed at the end of one payout period may not settle until the next payout. Feegap marks these as "not found in this payout" rather than guessing which period they belong to.
- Holds and reserve. Some processors hold a percentage of each payout as a rolling reserve. This is not yet tracked by Feegap.
Feegap accounts for fees, refunds, and chargebacks using the published schedule, and reports the remainder as the unexplained difference.
What fee schedule does Feegap use?
Feegap currently supports the Stripe US standard fee schedule: 2.9% + $0.30 per successful charge. The tool computes the expected fee for each transaction and compares it against what the payout report actually shows as the fee.
Other processors and country-specific Stripe schedules are not yet implemented. If you upload a payout from a different processor, the tool will report that the fee schedule is not available and will show the raw difference without applying a fee prediction.
Fee types not yet covered by the Stripe schedule: interchange fees (card-type-dependent rates), assessment fees, currency conversion fees, and instant payout fees. These are shown as line items from the payout report but not individually reconciled against a published schedule.
Is my financial data stored?
Free tier: No. Uploaded CSV files are read into memory, processed, and immediately discarded. The reconciliation result is returned in the browser response only — it is not stored anywhere on our servers. Once you close or refresh the page, the result is gone unless you saved it locally.
Paid tier: The reconciliation result (not the files) is stored in a database and accessible via a unique secret URL. This includes the matched order list, fee discrepancies, and the unexplained difference. The CSV files themselves are never stored, regardless of tier.
See the full Privacy Policy for details.
What does the Free tier include vs Paid?
| Feature | Free | Paid ($9/month) |
|---|---|---|
| Payout reconciliations | Single | Monthly history |
| Rows per file | 200 | 6,000 |
| File size limit | 500 KB | 5 MB |
| Result stored for later | — | Yes (secret URL) |
| Stripe US fee schedule | Yes | Yes |
| Other processor support | Planned | Planned |
How do I report a problem with a reconciliation?
Two ways:
- In-app form. Go to the App page and use the feedback form at the bottom. Your report is stored in our database and reviewed by a human. Include the order ID if the issue is about a specific row.
- Email (planned). We plan to offer email support — details will be announced when the app launches. Include the token or result ID if you are on the Paid tier.
Every report is read by a human. If the bug is in the tool, it is fixed; if it is in your data, we explain why. The in-app feedback form is the best way to reach the team — use it and we will follow up.
Known limitations
Feegap is being built. These limitations are honest assessments of what the tool can and cannot do.
- Only Stripe US (2.9% + $0.30) is currently supported. If you use Stripe in another country, Square, PayPal, Adyen, or any other processor, the tool cannot apply the correct fee schedule. It will report the raw difference but will not be able to explain the fee portion.
- The app is not yet live. The upload and reconciliation interface described on the site and in this Help Centre is being built. A launch date has not been set.
- Timing mismatches are labelled, not resolved. An order processed on the last day of a payout period may settle in the next payout. Feegap marks these as "not found in this payout" rather than deducing their correct period, because only you know which period the order should belong to.
- No CSV template validation yet. The tool expects specific column names (order ID, amount, fee for Stripe exports). If your column names differ, the tool will report them as unparsed rather than silently producing wrong results.
- No legal entity has been registered. Feegap is operated by an individual developer. There is no registered company, jurisdiction, postal address, or mailbox yet. See the Terms for details.
- Feedback submissions are stored indefinitely. Feedback submitted through the in-app form is retained for product improvement. You can request deletion at any time.
Contact us
Use the in-app feedback form to reach the team — every submission is read by a human. Include the product name (Feegap) and a brief description so we can route it correctly.
Email (coming soon)
Email support is planned but not yet available. There is no mailbox configured for this business yet — a contact address will be announced when the app launches and mail can actually be received.
Response time: Response times cannot be set until email support is live.
Before sending feedback: Check the FAQ above — most common questions are answered there. If you are reporting a specific reconciliation issue, please include the order ID, the amount you expected, and the amount Feegap reported. The more detail you provide, the faster we can help.
Still stuck?
If the FAQ did not solve your problem, email support (planned — coming soon) with:
- A clear subject line starting with "Feegap"
- A description of what you are trying to do
- What you expected to happen and what actually happened
- Any error messages you saw (exact text, not paraphrased)
If your issue is about an incorrect reconciliation result, please also include the order IDs or row numbers you believe are wrong. When the team reads your feedback, they will investigate and respond. If the issue is a bug, we will fix it and tell you when the fix is deployed.