Understand the reason for the refund/charge/hold 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 - Detail about this issue is in ShopBase's in-store notification or email sent to Seller.	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 - Detail about this issue is in ShopBase's in-store notification or email sent to Seller.	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 - Detail about this issue is in ShopBase's in-store notification or email sent to Seller.	Negative ShopBase Payment Balance.	Charge an additional fee.
CSF02_Charge due to... - Detail about this issue is in ShopBase's email sent to Seller.	Others (negative balance caused by fraudulent orders, extra fee caused by the first top-up review process,...).	Charge an additional fee.

Temporarily hold money

Issue description/Reason displayed to Seller	Issue Details	Action with Seller
HA01_[ShopBase Payments/ShopBase Marketplace Payments/Creator] Hold $.... due to low-quality fulfillment - The amount will release after ... days from the order created date.	The money is temporarily hold because the ShopBase Payments/ShopBase Marketplace Payments/Creator order shows signs fraud (no shipping, invalid tracking number).	Withhold an amount of money depending on the degree of violation.

Related articles

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

Updated on: 07/12/2023