Occasionally, you may see the error below when trying to refund a payment via merchant. This is because you don't have a large enough balance to process the refund.

You can see what your current merchant balance is if you navigate to Menu > Finance > Merchant balance report. To understand why your balance went negative, check the below help guide.

How can you make your Merchant balance positive again?

  • If you expect an increase in payments from your guests, you can just wait until you have collected enough funds to cover the negative balance.
  • If you need to make an urgent refund, you can top up your balance by bank transfer. Email [email protected] and we will provide you with the details.
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