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Four short answers to the questions that actually come up. Something else on your mind? Write to support@trueup.shop (a person reads it). Still deciding whether TrueUp's for you? The FAQ covers pricing, the trial, and leaving.

Why your payout didn't match

Short version: a payout was never your sales total, so it was never going to match your sales on its own.

When Shopify pays money into your bank, that deposit isn't what you sold. It's what you sold, minus the card fees, minus any refunds, minus chargebacks, minus the odd adjustment carried over from an earlier period, all blended into one number. Nobody hands you the breakdown, so the deposit looks wrong next to your sales. It isn't wrong. It's just net.

That gap is the thing TrueUp exists to explain. We read the detail behind every payout (each fee, refund and adjustment) and show you where each pound went. When a payout comes up short, we name the reason in plain English: which refund, which adjustment, which period it came from.

So if the numbers never seemed to add up, it wasn't you. The payout just had more going on inside it than anyone ever showed you.

What's the clearing account?

If you've spotted an account called "Shopify Payments Clearing" in your books, that's us, and it's meant to be there.

Money from Shopify doesn't reach your bank the instant a customer pays. It sits in transit for a day or two while Shopify batches it into a payout. The clearing account is simply a holding spot for that in-transit money, so your books stay accurate while the cash is on its way.

Here's how it works. When you make sales, we record them against the clearing account. When Shopify actually deposits the payout, we move that money from the clearing account into your bank, and the two net to zero. A clearing account that empties back to zero is one doing its job.

You don't need to touch it or manage it. It's plumbing: we keep it tidy so the rest of your books stay clean.

How matching works, to the penny

A match is the moment your Shopify payout and your bank deposit agree exactly, right down to the penny.

Here's what sits behind it. For each payout, we read the full detail from Shopify: every sale, every card fee, every refund, every adjustment. We sort each line into the right place in your books (sales to sales, fees to fees, refunds to refunds) and post one clean entry that adds up to the exact figure that hit your bank.

Then we check it against the real deposit. If it agrees to the penny, it's matched. If it doesn't, we don't paper over the gap. We tell you what's behind it.

There's no rounding and no "close enough." Either it matches exactly, or we explain why it doesn't. That's the whole point.

What TrueUp does, and doesn't

What we do. One job: we match your Shopify payouts to your books in QuickBooks or Xero, to the penny. And when a payout doesn't match, we tell you why in plain English. That's it, done properly.

Shopify Payments. We match payouts from Shopify Payments, the way most Shopify stores get paid. That's the one rail we do, and we do it completely.

We don't replace your accountant. We kill the monthly grind of making everything add up, and keep your books clean year-round, which makes year-end quicker. The judgement calls and the year-end work stay with your accountant, where they belong.

Tax: we're careful, not the last word. We handle the common tax cases carefully and conservatively, and we show our working. On anything that affects your return, it's always worth a quick check with your accountant: we set things up to be sensible, not to be the final authority.

If there's something you wish we did, tell us. It genuinely shapes what we build next.

New here? You'll see your first payout match before you pay a thing. Start on the front page.