"Help! I can't refund a payment"
When you process a refund in Apaleo, the refund amount is deducted from your available merchant balance. This balance consists of:
- Your in-process funds from payments: the sum of your Pending and Next Payout balances. To see these in Adyen, go to Finance > Balances (Merchant)
- Your refund reserve: a reserve for your merchant that is used to process refunds in the event that your in-process funds are not sufficient to cover the refund amount.
If you have insufficient in-process funds to process the refund, the refund amount will be deducted from the refund reserve. If you haven't set up a reserve, or if the reserve doesn't have enough funds for the refund, the refund will fail and you will see the error message "Insufficient in-process funds on account" on the folio.
When this happens, you have two options:
- Wait for future payments to come in, and re-attempt the refund once you have enough in-process funds; or
- Manage and top up your refund reserve and then re-attempt the refund.
Note: Refunds that failed due to insufficient funds will not automatically be retried. You need to re-attempt the refund once funds are available.
FAQ:
How can I manage my refund reserve?
Please open a ticket at support@apaleo.com so that our team can make the changes on your behalf.
What happens if I transfer a higher amount, than the set threshold?
Note that any amount above the reserve threshold will be transferred back to you with your next payout. For example, if you have a reserve threshold of 500 EUR and transfer 1500 EUR, 1000 EUR will be paid back out to you. Before transferring funds to your Reserve, check whether you need to adjust the Reserve threshold.