The captured amount is not the order total

Make the two amounts comparable

Find the provider payment referenced by the real store order. Record the provider account, payment reference, amount, currency, and timestamp in the authorized record system. A matching amount alone does not prove that you opened the right payment. Compare the order notes and payment association before deciding that a capture is missing.

Write down which field or report supplied each figure. The original order total, current edited total, authorized amount, captured amount, refunded amount, and net settlement are separate facts. A bank deposit may also include other transactions. The first useful comparison is the captured amount against the order amount that the payment was intended to collect, expressed in the same currency and units.

If the figures use different currencies, label the comparison as a currency-stage difference until the charge and settlement records are separated. A converted settlement amount can differ from the charge without an incorrect capture. Use the recorded conversion and fee entries to explain that stage; do not calculate a supposedly missing capture by subtracting two different currencies. If an API export is involved, verify its currency units before comparing it with a formatted dashboard amount. Stripe documents minor-unit rules and currency-specific exceptions, so dividing every API amount by one hundred is not a universal correction.

A smaller capture and an expired authorization are different findings

Stripe documents that a default capture takes the authorized amount, while capturing less normally releases the remainder. Most payments permit one capture. A smaller captured amount can therefore be a completed partial capture, rather than a pending right to collect the balance later. Look for the actual capture amount and the released remainder on the same payment, alongside the capture time and the order note explaining the decision.

Do not infer that the remainder can still be captured because the order is worth more. Supported multicapture is a separate capability; the ordinary partial-capture behavior does not establish it for the account, method, or gateway. A provider feature described elsewhere also does not prove that the installed WooCommerce extension exposes it.

An authorization that expired before capture is a different result: it did not collect the authorized amount. Read the actual authorization deadline and the final payment state. The WooCommerce Stripe extension documentation describes expiry and a Failed order after its stated capture-later window. That documented seven-day instruction belongs to that extension; it is not a universal authorization window. If the payment deadline and extension behavior disagree, preserve both records and have the relevant provider or integration owner resolve which constraint applied.

Stripe’s PaymentIntent lifecycle distinguishes requires_capture from succeeded. The former can follow separate authorization; the latter means the payment flow completed. Neither word, on its own, establishes that the amount equals today’s store total. Read the amount as well. A canceled PaymentIntent cannot be reopened by changing the store order.

Check whether the order or the retained balance changed later

Place the authorization time, capture time, and order-edit times in sequence. An item, shipping, tax, or discount adjustment recorded after authorization can make today’s order total differ from the amount the payment originally covered. That sequence identifies a record difference; it does not prove that the provider was instructed to change the payment. Look for a corresponding provider action rather than assuming a store edit performed one.

If the current order total is higher, preserve the original amount and the reason for the increase. Do not assume the existing authorization can cover the difference. If the total is lower, establish whether the provider captured less or whether a separate refund was requested after capture. Those paths leave different records and cannot be reconciled by merely editing a paid label.

For a refund or dispute, return to the original capture and then identify the subsequent movement. Stripe’s balance records identify the type of movement and its source object; its reporting categories distinguish disputes, dispute reversals, and refund failures. These movements can change the retained balance while leaving the history of the original capture intact. A partial-capture reversal is distinct from a later customer refund. Read the reporting category and source instead of interpreting every negative balance entry as money refunded after capture.

The amount left after refunds, disputes, and fees is useful for balance reconciliation. It cannot substitute for the gross captured amount when the question is how much this payment originally collected.

Choose the correction from the evidence

A verified partial capture calls for documenting the remaining order balance and the reason it was not collected. Verified expiry calls for resolving the unpaid order through an authorized, supported process. A later order edit calls for preserving the before-and-after totals and confirming whether any payment action was separately approved. A currency or net-balance comparison calls for correcting the comparison itself before changing the order.

When the same-currency capture still disagrees with the intended order total and none of those records explains it, retain the exact unmatched reference, field names, and timestamps. The integration owner can then investigate the requested amount and the provider can explain the recorded result. Do not charge, capture again, or refund merely to make the screens agree.

A Prism checkout-review consultation can start with the two systems, the mismatched fields, and the documented sequence. Prism publishes storefront review, processing preparation, and help with provider website questions. Describe the unresolved association without sending customer records or payment access links; agree scope, responsibilities, fees, and terms before any assistance with implementation or account actions. Follow-up is by email, and the inquiry does not book an appointment, purchase a service, or submit a processing application. The provider’s payment rules and eligibility decision remain separate from this investigation.

Amount-difference cause sheet

Use one existing order and its matched provider payment. Complete the final column with non-sensitive findings and references to records held in your authorized systems. More than one cause can apply; mark a cause established only when its own evidence is present. Do not insert a balancing adjustment.

Worksheet entries are not submitted by Prism’s worksheet and are not saved by the site. Use record types, availability, anonymized observations, or match/mismatch results. Do not enter government identifiers, customer names or addresses, customer messages, receipt-access links, card or bank details, passwords, or keys. Send sensitive documents only through the provider’s verified secure channel.

These are temporary notes. Leaving or reloading this page may clear them. Worksheet entries are not sent automatically. If you copy notes into the consultation message and submit the form, Prism receives them as part of your request.