FAQ About For hosts: Top-up account balance
Do I need to top-up before canceling an order/event?
When you cancel an order, we don’t charge an additional fee, but you need to pay for the original transaction fee of that order. If you cancel an event, you need to pay for the original transaction fees of all orders for that event. The platform calculates these fees and deducts them from your balance. If there are no sufficient funds, please follow the instructions to top-up your funds.
I would like to top-up $100 to my account. Why do I need to pay more than $100?
If you want to top-up $100 into your account, you will need to pay for $100 as well as the transaction fee charged by the payment gateway. That’s the reason why you need to pay a little bit more than $100.
I would like to top-up some funds to my account for future use. Can I do it?
Unfortunately, we don’t recommend you deposit extra funds into your account. In fact, it is only when you want to cancel an order or event and your account has insufficient funds to pay for the original transaction fees that you need to top-up. The top-up function is only available there.
I received my credit card statements, and found my credit card was charged more than the amount I deposited into my account. I understand the charge may include some fees. Is there a charge record for my reference?
First of all, the reason your card is charged more than the amount deposited into the account is that you need to pay for the transaction fee of the payment gateway. For your reference, an email was sent to you to explain this when you completed the top-up process. Besides that, you can also check the transaction history on the “My Balance” page, and there are two records for one top-up action: the first one is the amount deposited into your account; the second one is the amount of the transaction fee. The sum of these two amounts is the amount charged to your card.
I top-up my account. However, after that, I decided there was no need to cancel the order or event. Can I get my money back?
Yes, but the transaction fee charged by the payment gateway is non-refundable. That is, you can only claim the amount you deposited into your account back onto your card, not including the transaction fee you paid when you top-up. By the way, to prevent fraud, the funds you deposit into any account will be held for 24 hours as a settling fund and then for 7 days as a reserved fund. Finally, it becomes a vested fund and can be claimed at any time.
What is a settling fund? What is a reserved fund?
When you do a top-up, it takes 24 hours to settle the fund. Before it is settled, the fund is deposited as a settling fund. After 24 hours, that fund becomes a reserved fund, and it is reserved to refund orders or pay for the original transaction fees of orders. If the reserved fund is not used in 7 days, it will become a vested fund and is ready to be claimed back at any time.
What is your top-up transaction history?
All your top-up records, including payment gateway transaction fees, are listed there.
