What funds do I have available to refund shoppers?

The funds that you have available to refund your shoppers are referred to as in-process funds. To see what refund amounts are available: 

  1. Log in to your Customer Area. 
  2. Go to Finance > Balances overview

 There are two types of refunds shown on the Balances overview page: 

  • Refund amount for cards: the balance you have available for refunding card payment methods, such as Visa and Mastercard. This is made up of your Payable balance + Pending balance + Reserve balance. You will not be able to process card refunds if this amount is negative.
  • Refund amount for non-cards: the balance you have available for refunding non-card payment methods, such as SEPA Direct Debit or iDEAL. This is calculated from your Payable balance + Reserve. You will not be able to process non-card refunds if this amount is negative.

If you are unable to process refunds, you can increase your in-process funds.

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