On some occasions it's possible to see the below error when trying to refund a payment via merchant. The reason is that you don't have 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 to 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. Send a request to [email protected] and we will provide you with the details.
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