Payouts, refunds, balances

Learn how balances, payouts, and refunds work in Trustap. This guide explains how funds move from completed transactions to payouts, and how refunds are processed after cancellations or disputes.

For a transaction that reaches payout, funds generally move through Trustap in the following order.

A payout transfers released funds from Trustap to a connected bank account.

• eCommerce sellers. Receive payouts for completed sales. Choose instant payouts after each transaction, or consolidated daily or weekly payouts.
• Platforms. Receive consolidated payouts for accumulated platform commission fees, typically monthly or bi-weekly.
• Marketplace sellers. Receive payouts automatically for each completed transaction, usually 2–3 business days after the complaint period ends.

Payouts may be delayed if the recipient has not completed identity verification (KYC). Read our KYC guide for more information.

A balance represents the funds that have been released to a client, but have not yet been paid out to their bank account. Track account balances directly in the Trustap dashboard under Client Settings.

The balance displays the following information.

• Total balance. Total funds currently in a client's balance.
• On the way to your bank. Funds currently being transferred to a client's bank account. This amount may be lower than the total balance because recently received funds will be included in a future payout.
• Expected to arrive. Estimated date range for funds to arrive in the bank account.

Trustap processes refunds when a transaction is cancelled or when a dispute is resolved in the buyer's favor. Refunds are only processed after the buyer has completed payment.

Buyers can only raise complaints during the complaint period. This period starts after a buyer confirms delivery and ends after the set duration (24 hours by default).

To report a transaction that stops progressing, use the order issues feature. For example, a buyer can submit an issue if you do not receive a package marked out for delivery.

Either party can request a cancellation, but handling differs by role.

• Seller cancels. Immediate approval. The buyer is automatically queued for a full refund.
• Buyer cancels. Triggers a Trustap review before funds a refund.

Use Trustap-User to define who is cancelling the transaction.

curl -i -X POST \
  -u '<API_KEY>:' \
  'https://api.test.trustap.com/v2/transactions/<transaction_id>/cancel' \
  -H 'Content-Type: application/json' \
  -H 'Trustap-User: <user_id>' \
  -d '{
    "reason": "out_of_stock"
  }'

A buyer submits an order issue for transaction problems that occur after payment confirmation, but before shipping or handover confirmation.

curl -i -X POST \
  -u '<API_KEY>:' \
  'https://api.test.trustap.com/v2/transactions/<transaction_id>/submit_order_issue' \
  -H 'Content-Type: application/json' \
  -H 'Trustap-User: <buyer_id>' \
  -d '{
    "category": "item_not_received",
    "description": "Package has not shipped after 7 days."
  }'

After delivery or handover, buyers can raise a complaint if the item or service is not as expected. See our complaints guide for more details.

curl -i -X POST \
  -u '<API_KEY>:' \
  'https://api.test.trustap.com/v2/transactions/<transaction_id>/submit_complaint' \
  -H 'Content-Type: application/json' \
  -H 'Trustap-User: <buyer_id>' \
  -d '{
    "category": "item_not_received",
    "description": "Package marked as delivered, but was not received."
  }'

Sellers can accept a complaint outright to speed up resolution. Accepting a complaint immediately closes the transaction, automatically refunds the buyer, and changes the transaction status to refunded.

• Refund amount. The buyer receives a refund for the full purchase price. Platform processing fees, shipping fees, and Trustap service fees are non-refundable.
• Payment destination. Trustap credits refunds back to the original payment method (credit or debit card, or bank account).