Topping up and paying with balance

Why keep a balance

Orders from your connected stores arrive when you are not watching. We pay them from your balance first, then from your saved cards. If neither works, the order waits as Unpaid and is not sent until you pay it. We do not try again by ourselves. A balance that covers your usual orders keeps them moving without delay.

Top up your balance

1. In the left menu, press Top Up. The Top Up Dashboard shows your Current balance and how many top ups you made.
2. Press Top Up Balance.
3. Choose one of the amounts, or press Custom amount and type the amount in Amount to deposit. The minimum is 1 in your shop's currency.
4. Press Submit. The payment page opens.
5. Under Online payments, choose how to pay and follow the steps. The methods depend on your country, currency and device. See Payment cards and options.
6. After you pay, you see Payment done. Waiting for confirmation.... When the payment is confirmed you are taken back to the dashboard, with a link Click Here to Download Receipt.

See your top ups and receipts

On the Top Up page, press View Top ups at the top (or the number of previous top ups). The list shows each top up with its Reference, Amount and Status.

• Download the receipt of one top up from its row.
• Press Download All Receipt to download them all.

Pay an order you create with balance

When you go to the checkout, your balance is used first.

• If the balance covers the whole order, press Place order. The order is paid and sent to our warehouse.
• If it covers only part, the checkout shows how much is paid with balance. Pay the rest under Online payments.

Pay an unpaid order from your store

An order from your store is Unpaid when your balance was too low and no saved card could pay it. We also send you an email that the order is on hold.

1. Open the order. It has a red Unpaid label and a message asking you to add funds to your balance.
2. Top up at least the amount the order still needs (see above).
3. Go back to the order. A yellow box says Order … is not paid yet and shows Your balance.
4. Press Pay … with balance.

The money is taken from your balance, the label changes to Paid, and the order goes to our warehouse.

The Pay … with balance button only appears when your balance covers everything the order still needs and the order is still Submitted or Picking (not yet packed). If you do not see it, top up more.

Money that comes back to your balance

Some money can come back to your balance: when an order is cancelled, what you paid for it; or when an item in your order could not be sent. You can use it for your next orders.

When something goes wrong

• Payment still processing / Your balance will be topped up automatically once the payment is confirmed.: your bank has not confirmed yet. Do not pay again. Open Top Up again in a few minutes. If your balance still has not changed after a while, ask us in the chat on our website and give the top up reference from View Top ups.
• Something went wrong / Failed to communicate with the payment service.: the payment did not start. Try again, or choose another payment method.
• Failed to Top Up: the top up did not start. Try again, or ask us in the chat on our website.
• Customer has no balance: your balance is empty or too low. Top up first.
• Order has been paid: the order is already paid. Nothing more to do.
• Failed to pay order with customer balance: the payment from balance did not go through. Refresh the order page and try again.
• Your order is Unpaid even though you have a saved card: the card was refused or has expired. Check it in Saved Cards, then top up and press Pay … with balance.
• There is no Pay … with balance button on an unpaid order: your balance is lower than what the order needs, the order is already packed, or the delivery or billing address is in a country we cannot serve (see Countries we cannot deliver to). Top up more, change the address, or ask us in the chat on our website.