Genstore payments: Account restrictions & risk appeals
To ensure a secure trading environment, Genstore Payments monitors key performance indicators such as chargeback rates and shipping fulfillment. If these metrics cross certain risk thresholds, account restrictions may be applied. Common actions include reserves, payout holds, settlement delays, or disabled.
You can check your current status anytime under the "Finance" tab in your dashboard.
Quick guide: 4 common account restrictions
When our system detects potential risk, one or more of the following restrictions may be placed on your account:
| Restriction Type | Impact on Payments | Impact on Payouts | Fund Handling |
|---|---|---|---|
| Reserve | None (Keep selling) | Partial funds withheld | Released automatically once risk subsides |
| Payout Hold | None (Keep selling) | Funds cannot be withdrawn | Securely held in your Genstore balance |
| Settlement Delay | None (Keep selling) | Longer settlement cycle (T+N) | Paid out after an extended settlement period |
| Disabled | Cannot accept payments | Usually no impact on existing balance | Payment method hidden at checkout |
Deep dive: How reserves work
A reserve is a common industry practice used to ensure you have enough funds to cover potential chargebacks or refunds. Your store remains fully operational and can continue accepting new orders while a reserve is active.
Why was a reserve placed on my account?
- High chargeback rate: Frequent disputes or unauthorized transaction claims.
- Refund spikes: A sudden surge in refund requests, often signaling product quality issues.
- Fulfillment risks: Significant shipping delays or uploading invalid tracking numbers.
- Sudden shift in trading patterns: A massive, unexpected spike in sales volume that deviates from your historical data.
Types of reserves
- Fixed reserve: A set dollar amount (e.g., $500) maintained in your account at all times.
- Percentage reserve: A fixed percentage (e.g., 10%) of each new sale is held and released after a set period (e.g., 30 days).
Where to check: Navigate to Store -> Finance -> Balance to view your "Current Reserve" and "Reserve Threshold."
Payout holds & account disabled
If you see a red or yellow notification banner on your Finance page, your account capabilities have been limited.
Common triggers for these restrictions:
- Negative balance: Your account balance has remained negative for an extended period.
- High-risk patterns: Detection of suspicious activity related to fraud or money laundering.
- Verification (KYC) issues: Missing or expired identity verification or business documentation.
How to restore your account (The appeal process)
When a restriction is triggered, Genstore will notify you via email and internal notification with specific details. Follow these steps to resolve the issue:
- Identify the root cause: Check your notifications to see if the issue is related to chargebacks, shipping, or documentation.
- Improve your metrics:
- For chargebacks: Reach out to customers to resolve disputes proactively and submit high-quality evidence for active cases.
- For shipping: Update all missing tracking info and expedite your fulfillment process.
- Submit documentation: Contact the Genstore Payments Support Team with supporting evidence, such as supplier invoices or proof of delivery.
TIP
Automatic resolution: If restrictions were caused by a temporary spike in risk metrics, they are often lifted automatically once your chargeback rate stabilizes and shipping delays are cleared.
FAQ
Q1: Will I get my reserve money back?
A: Yes. You retain full ownership of these funds. They are simply moved to a "reserved" bucket. Once your risk profile improves, the funds are released back into your available payout balance.
Q2: Can I still use other payment methods while restricted?
A: Yes. Restrictions on Genstore Payments only affect that specific channel. You can continue to use third-party gateways (like PayPal) to keep your business running.