# 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.

## How funds move

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

```mermaid
flowchart LR

    Transaction["Transaction"]
    FundsReleased["Funds released"]
    Balance["Balance"]
    Payout["Payout"]
    BankAccount["Bank account"]

    Transaction --> FundsReleased
    FundsReleased --> Balance
    Balance --> Payout
    Payout --> BankAccount

    style Transaction fill:#2949CE,color:#fff,stroke:#061826,stroke-width:2px
    style FundsReleased fill:#D7CCFB,color:#061826,stroke:#465070
    style Balance fill:#D7CCFB,color:#061826,stroke:#465070
    style Payout fill:#D7CCFB,color:#061826,stroke:#465070
    style BankAccount fill:#061826,color:#fff,stroke:#061826,stroke-width:2px

    linkStyle default stroke:#465070,stroke-width:2px
```

## Core concepts and roles

| Concept | Applies to | Description |
|  --- | --- | --- |
| Balances | Platforms, eCommerce sellers | Funds released to a seller or platform that have not yet been transferred to a bank account. |
| Payouts | Sellers, platforms | Transfers of released funds from Trustap to a connected bank account. |
| Refunds | Buyers | Funds returned to the buyer's original payment method after a cancellation or accepted dispute. |


## Payouts

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

### Payout schedules by user type

* 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.


A transaction must reach a `funds_released` [status](/docs/guides/transactions/transaction-lifecycle) before it becomes eligible for payout.

### Payout holds and KYC requirements

Payouts may be delayed if the recipient has not completed identity verification (KYC). Read our [KYC guide](/docs/guides/transactions/users#kyc-requirements) for more information.

## Balances

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**.

Image of Trustap dashboard showing balances section
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.


## Refunds

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.

### Direct cancellation

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
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"
  }'
```

### Buyer disputes

#### Order issue (before handover)

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

```curl
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."
  }'
```

#### Complaint (post handover)

After delivery or handover, buyers can raise a complaint if the item or service is not as expected. See our [complaints guide](/docs/guides/transactions/complaint) for more details.

```curl
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."
  }'
```

#### Resolve disputes

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](/docs/guides/transactions/transaction-lifecycle) to `refunded`.

## Refund terms and processing times

* 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).


| Payment method | Typical processing time |
|  --- | --- |
| Credit / Debit Card | 2–3 business days |
| Bank Transfer / ACH | 3–5 business days |
| International Transfers | Up to 10 business days (varies by issuing bank) |