Why have proceeds been withheld from my transfer?

Funds are withheld either due to you refunding a customer, or a chargeback being reported to us.

Refunds

Because there might not be enough money in your balance when refunding a customer, our funds are used to process all refunds.

To recover these funds, we take the same amount that was refunded from your Pin Payments balance. This happens in the first transfer after you processed the refund.

For example, say you've refunded a customer $200 and have an upcoming transfer for $750, we will withhold $200 from the transfer and you will receive $550 in your bank account.

Chargebacks

Following a payment dispute being reported to Pin Payments, a hold of funds equalling the amount disputed will be made against your account balance. Similar to refunds, this will happen in the next transfer of funds to your bank account.

For example, if a charge of $70 is being disputed and you have an upcoming transfer for $300, we will withhold $70 and you will receive $230 in your bank account. If the chargeback dispute is resolved in your favour, the $70 will be released back into your balance.

Unable to find the answer you need? Contact our team for assistance.

Pin Payments is owned and operated by
Southern Payment Systems Pty Ltd
ABN: 46 154 451 582
Level 1, 34 Queen St,
Melbourne VIC 3000

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