Troubleshooting Your Payments

We understand that payment queries can be frustrating — many of the questions we receive are due to misunderstandings about how our payment cycles, transport fees, and returns work. This guide explains the key things to check before logging a payment-related query.

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1. Check Your Understanding of the Payment Cycle

Our payment runs operate on a fixed cycle:

• Orders delivered between the 1st and 15th of the month are included in the end-of-month payment run.
• Orders delivered between the 16th and end of the month are included in the mid-month payment run (around the 15th of the following month).

Important: Payments are based on the DELIVERY DATE, not the order date.

Example: If a customer places an order on 29 April, but the item is delivered on 2 May, this order will be included in the end-May payment run, not the mid-May payment run.

Note: Payment dates that fall on public holidays or weekends will occur on the next business day.

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2. Check Your Understanding of Transport Fees

Transport fees are charged per unit sold, not per order.

Example: If your product is classified as small/light and carries a R34 transport fee, and a customer orders 2 units, the transport fee charged will be:

2 units x R34 = R68

Note: The transport fee is not based on the total size of the parcel handed to the courier. Transport fees are determined solely by the product’s dimensions and weight captured in the listing information.

Important: The transport fee is calculated at the time the order is placed. If you update the product dimensions or weight after the order was placed, it will not change the transport fee charged for that order.

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Tip: Use the seller fee calculator to ensure you are profitable with the Transport fee for each product. Seller Fee Calculator

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3. Check Your Returns

Returns can be a reason your expected payout might differ from your sales. If a customer returns a product, the sale is reversed and any related sales fees will also be adjusted. You can see these in your Daily Net Sales Report.

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4. How to Check Your Expected Payout

To estimate your payout:

1. Go to your Daily Net Sales Report
2. Set the date range from 1–15th (for end-of-month payout)
3. Or set the date range from 16–end of month (for following mid-month payout)
4. Download and review the Nett Payment

This will give you the best indication of the amount to expect in your payout. Remember, the platform fee will be charged on the mid-month payment run and is not included in your Sales report.

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If you’ve reviewed all the above and still believe your payment is incorrect, please reach out to us at sellers@makro.co.za with supporting documentation so we can get our finance team to assist.