Understand the reason for the refund/charge in ShopBase Balance

To maintain a healthy and reliable platform, ShopBase always adheres to ShopBase's Terms of service and payment gateway policies. If fraudulent activity is detected, ShopBase may have to issue refunds or charge an additional fee. Details will be shown on Balance's invoice. Please refer to the table below for more details.

Cancel order

Issue description/Reason displayed to Seller	Issue Details	Action with Seller
RFF01_[ShopBase Payments/ShopBase Marketplace Payments/Creator] Order canceled due to signals of fraudulent card - Deduct order GMV - Details in email sent to Seller from mod@shopbase.com	Fraudulent orders using ShopBase Payments/ShopBase Marketplace Payments/Creator made by the Seller or the Buyer.	Deduct order GMV.
RFF02_[ShopBase Payments/ShopBase Marketplace Payments/Creator] Order canceled due to low fulfillment quality - Deduct order GMV - Details in email sent to Seller from mod@shopbase.com	Fraudulent in fulfillment using ShopBase Payments/ShopBase Marketplace Payments/Creator. (Non-delivery, fake tracking number).	Deduct order GMV.

Charge an additional fee

Issue description/Reason displayed to Seller	Issue Details	Action with Seller
CSF01_Charge due to the negative ShopBase Payment Balance - Details in email sent to Seller from mod@shopbase.com	Negative ShopBase Payment Balance.	Charge an additional fee.
CSF02_Charge due to... - Details in email sent to Seller from mod@shopbase.com	Others (negative balance caused by fraudulent orders, extra fee caused by the first top-up review process,...).	Charge an additional fee.

Related articles

ShopBase Payments Policy
ShopBase Marketplace Payments Policy
ShopBase Creator Seller policy
Understand ShopBase Balance

Updated on: 11/07/2023