Genstore Payment account usage restrictions
When risk control measures are triggered, Genstore Payment may impose account usage restrictions, including:
- Reserve funds: A portion of your transaction funds is held to protect against potential losses.
- Receiving payments restriction: You may temporarily be unable to accept payments via Genstore Payment.
- Withdrawal (payout) restriction: You may temporarily be unable to transfer your balance to a bank account.
Reserve fund policy
Reserves are part of Genstore Payment’s risk management process. A portion of your transaction funds may be set aside to cover potential losses from chargebacks, refunds, or other payment reversals. While a reserve is active:
- You can still accept payments normally.
- You can withdraw any balance excluding the reserved amount.
We’ll notify you via email, site messages, and banners if a reserve is placed on your account.
Why reserves may be applied
Genstore Payment does not typically require reserves unless certain risk factors are detected, such as:
- High chargeback rates: Frequent unauthorized transactions or fraud disputes.
- Abnormal refund patterns: Indicating potential quality or compliance issues.
- Logistics issues: Such as shipping delays or invalid tracking information.
- Unusual transaction volume: Significant deviation from industry norms.
- Frequent customer complaints: A high volume of negative feedback or disputes.
Types of reserves
Depending on the situation, we may apply:
- Fixed reserve: A specific amount is held in your account.
- Rolling reserve: A percentage of each transaction is held temporarily.
How to check your reserve status
You can view your reserve and balance details by navigating to Finance -> Balance.
Receiving payments and withdrawal restrictions
If risk is detected after you activate Genstore Payment, you may be notified of restrictions affecting your ability to accept payments or withdraw funds.
The notification will explain the issue and suggest next steps. Please follow the instructions or contact the support team for assistance.
Why restrictions may occur
Common reasons include:
- Excessive chargebacks: Leading to suspension of payment acceptance.
- High-risk transaction behavior: Activities associated with elevated fraud or risk.
- Negative balance: Your account remains negative over time.
What happens if receiving payments is restricted?
- You will be unable to accept payments via Genstore Payment.
- Customers won’t see Genstore Payment as an option at checkout.
- You can continue using other third-party payment methods.
- Existing settled and withdrawable funds remain unaffected.
- Access to Genstore Payment settings will be temporarily locked.
What happens if withdrawals are restricted?
- You will not be able to transfer funds to your bank account temporarily.
- You can still accept payments normally.
- You can continue using other payment methods.
- Funds will accumulate in your account and be available once restrictions are lifted.
- Access to Genstore Payment settings will be temporarily suspended.
How to restore your account
Please contact the Genstore Payment support team promptly. We’ll work with you to resolve any issues.
TIP
Your restoration status will depend on transaction history, risk evaluation, and corrective actions taken. Once the risks are resolved, restrictions will be automatically removed, and you’ll be notified.
Frequently Asked Questions (FAQ)
Q: Will I get my reserve funds back?
A: Yes. Reserve funds belong to you. Once your account risk improves, the reserved amount will be released back to your available balance.
Q: Will I be notified when restrictions are lifted?
A: Yes. You will receive updates via email and site messages once your payment capabilities are restored.