If you have received a payment request for a negative merchant balance, this is because your current balance has gone below 0. The reason could be processed refunds, received chargebacks or deducted Mews platform fees.

Important! When we issue the invoices, we always round the amount and add 10% on top so you can have a reserve in case you need to make some refunds.

If you want to see why your balance went negative, navigate to Menu > Finance > Merchant balance and filter out the report to see the details since your last payout.

You can also check the Payment report and see which transactions are still Charged instead of Settled. All transactions with Charged status will not yet be reflected in your bank account — the payout is not sent or refunds have not been deducted.

If you have already processed payments and the balance is again positive and can cover the amount mentioned in the request, you can ignore the payment request. The amount will be deducted automatically within a few days.

If your balance remains negative, please pay the outstanding amount as per the request.

If you want to know more about your negative balance, please email [email protected].

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