When you sell products on Rootsy, your earnings are calculated based on your completed sales, applicable marketplace commissions, and any relevant transaction adjustments.
Rootsy uses Stripe to support marketplace payment processing and seller payouts.
This guide explains how seller payments work, where to review your earnings, how withdrawals are handled, and why your available payout balance may differ from the amount a customer paid.
1. How Seller Payments Work on Rootsy
Rootsy is an online marketplace connecting Canadian sellers with customers across Canada.
When a customer purchases a product:
The customer completes checkout through Rootsy.
The payment is processed through the marketplace's integrated payment system.
The transaction is recorded against the relevant order.
Applicable marketplace commissions and financial adjustments are calculated.
The seller's earnings are recorded through the applicable payment and settlement process.
Eligible funds become available for withdrawal or payout according to the account's payment settings.
Important: A successfully placed order does not necessarily mean the funds are immediately available for withdrawal.
2. Understanding Stripe's Role
Rootsy uses Stripe to support payment processing and seller payment services.
Stripe helps facilitate:
Customer payment processing.
Seller payment-account verification.
Marketplace payment transactions.
Eligible seller payouts.
Payment-related compliance requirements.
Certain refund and dispute processes.
Depending on your business type and account configuration, Stripe may require additional verification information before payouts can be enabled.
Rootsy does not require sellers to collect customer payments independently.
All marketplace transactions should remain within Rootsy's authorized payment process.
3. Where to Review Seller Earnings
Your Rootsy Seller Dashboard provides access to order and payment-related information.
To review your earnings:
Visit https://www.rootsy.ca.
Sign in to your seller account.
Open your Seller Dashboard.
Review the available payment, withdrawal, or payout section.
Check the balances and transaction information displayed.
Open relevant records for additional details where available.
The exact balance descriptions and withdrawal controls depend on the current dashboard.
If an amount appears incorrect, compare it against the relevant orders and applicable adjustments before contacting Rootsy Support.
4. Understanding Gross Sales and Net Seller Earnings
The total amount paid by a customer is not necessarily the amount a seller receives.
A checkout may include:
Product selling price.
Applicable seller discounts.
Shipping charges.
Sales taxes.
Seller earnings are affected by Rootsy's commission and any other applicable deductions or adjustments.
For example, a seller may sell a product for $100 CAD, but the amount ultimately payable to the seller will depend on the applicable commission and transaction terms.
Shipping charges and applicable taxes are treated separately from the product amount used to calculate Rootsy's standard marketplace commission.
Important: Do not calculate your withdrawal amount solely from the customer's total checkout payment.
5. Understanding Rootsy Marketplace Commissions
Rootsy charges sellers a marketplace commission based on their subscription plan.
| Seller plan | Marketplace commission |
|---|---|
| Starter | 11.99% |
| Growth | 10.99% |
| Pro | 9.99% |
The standard commission applies to the eligible product selling amount, excluding separately charged shipping and applicable sales taxes.
The final calculation may also depend on discounts, refunds, adjustments, and other applicable transaction conditions.
Sellers should review the transaction information displayed in their accounts for the amounts actually applied.
6. Are Payment-Processing Fees Also Deducted?
Payment processing is a separate part of the marketplace's transaction structure.
Any processing-related charges allocated to a seller depend on Rootsy's applicable pricing terms and the configured payment arrangements.
Do not assume that a particular Stripe fee is charged directly to every seller.
Your actual transaction and payout records should be used to identify deductions.
If you need clarification about an amount, contact Rootsy Support with the relevant transaction reference.
7. How Subscription Fees Differ From Marketplace Commissions
Rootsy sellers may incur two separate types of charges.
Subscription Fees
These are charges associated with the selected Starter, Growth, or Pro seller subscription plan.
Marketplace Commissions
These are commissions associated with eligible product sales.
An eligible seller may receive a promotional subscription-free trial.
However, a waived subscription fee does not automatically mean that marketplace commissions are waived.
For more information, refer to the Seller Plans, Subscriptions and Fees section of the Rootsy Knowledge Base.
8. How to Set Up Banking Information for Payouts
Sellers must provide suitable banking information to receive eligible withdrawals or payouts.
Depending on the account requirements, this may include:
Account holder information.
Bank account number.
Transit number.
Financial institution number.
Bank name or address.
Other information required for payment verification.
To review your banking details:
Sign in to your Seller Dashboard.
Open the relevant account, banking, or withdrawal settings.
Review the information already provided.
Complete any required fields.
Follow the available verification or save instructions.
Important: Bank information used to receive seller payouts is separate from the payment method used to pay seller subscription fees.
Ensure banking details are accurate to reduce payout failures or delays.
9. Understanding Seller Withdrawals
Rootsy's Seller Dashboard includes withdrawal functionality.
To request or review a withdrawal, where available:
Sign in to your seller account.
Open the relevant withdrawal or payout section.
Review the balance available for withdrawal.
Verify the designated bank account.
Follow the displayed withdrawal instructions.
Review any confirmation or transaction status.
Withdrawal eligibility and processing depend on the account's verification status, payment arrangements, available balance, and other applicable conditions.
Important: Do not assume that all sales revenue is immediately withdrawable.
10. Why Your Available Balance May Differ From Your Sales Total
Your available balance may be lower than the total value of orders placed with your store.
Possible reasons include:
Marketplace commissions.
Funds that are not yet eligible for payout.
Refunds or partial refunds.
Order cancellations.
Payment disputes or chargebacks.
Applicable processing or transaction adjustments.
Payout holds.
Negative-balance adjustments.
Other amounts permitted under Rootsy's seller terms.
Review the relevant order and payment records to understand the difference.
11. When Will I Receive My Seller Payout?
Payout timing depends on the applicable Rootsy and Stripe arrangements.
Factors that may affect timing include:
Successful payment processing.
Seller identity and banking verification.
Account eligibility.
Availability of settled funds.
Payment disputes.
Applicable account or risk reviews.
Banking processing requirements.
A fixed payout timeframe is not guaranteed by this article.
Review the payout information shown in your Seller Dashboard for transaction-specific updates.
If a payout remains pending or delayed, contact Rootsy Support.
12. What Happens if My Banking Information Is Incorrect?
Incorrect banking information may prevent a payout from being completed successfully.
If you notice an error:
Review the banking details in your seller account.
Use the approved account controls to correct the information.
Complete any requested verification.
Review the status of the affected payout.
Contact Rootsy Support if the funds have already been sent or the correction cannot be completed.
Do not send complete banking credentials or sensitive financial details through an unsecured support message.
Rootsy or Stripe may require a secure verification process.
13. What Happens When a Customer Receives a Refund?
If a customer receives an approved full or partial refund, the associated transaction may be adjusted.
Refunds can affect:
Seller earnings.
Available balance.
Amounts pending payout.
Future withdrawals.
Other transaction adjustments.
The exact treatment depends on the refund, transaction history, payment arrangements, and applicable seller terms.
Sellers should not issue refunds outside Rootsy's authorized payment workflow.
14. How Do Chargebacks Affect Seller Payments?
A chargeback occurs when a customer disputes a card payment through their payment provider or card issuer.
Chargebacks may arise from claims such as:
An unauthorized transaction.
A product not received.
An incorrect charge.
A product materially different from its description.
Another disputed transaction.
If a chargeback occurs:
Review the relevant order.
Gather available product and fulfilment records.
Retain tracking and delivery evidence where applicable.
Follow Rootsy's instructions for the dispute.
Provide requested evidence within the applicable deadline.
Chargebacks may affect seller balances or payouts while the dispute is being reviewed.
The final outcome depends on the payment-provider process and applicable terms.
15. Why Might Rootsy Hold or Adjust a Seller Payout?
Rootsy's Seller Terms permit certain payout holds, deductions, or adjustments.
Possible reasons include:
Incomplete verification.
Refunds or chargebacks.
Outstanding marketplace fees.
Negative balances.
Fulfilment failures.
Fraud or security concerns.
Seller policy violations.
Other applicable legal or marketplace risks.
A payout hold does not necessarily mean a seller account has been permanently suspended.
If your account shows a restriction, review any available notices and contact Rootsy Support for clarification.
16. Payments for Physical and Digital Products
Rootsy supports both physical and digital product sales.
Both types of transactions are processed through the applicable marketplace payment arrangements.
However, the associated order fulfilment requirements differ.
Physical Products
Physical products require appropriate packaging, shipping information, and carrier fulfilment.
Digital Products
Digital products are delivered electronically through Rootsy's supported digital-delivery workflow.
Payment eligibility, refunds, disputes, and account requirements still apply to digital transactions.
17. Reviewing a Payment Discrepancy
If your seller earnings appear incorrect:
Locate the relevant order.
Confirm the product selling price.
Review the applied discount, if any.
Check the commission rate associated with your plan.
Review applicable refunds or cancellations.
Check for any payout adjustments or holds.
Compare the information with your displayed payment records.
Contact Rootsy Support if the discrepancy remains unresolved.
Provide the relevant order and transaction references rather than sending sensitive payment credentials.
18. Keeping Accurate Financial Records
Sellers should maintain records of their marketplace activities for business, accounting, and tax purposes.
Useful records include:
Sales transactions.
Product prices and discounts.
Marketplace commissions.
Subscription charges.
Refunds and chargebacks.
Payouts and withdrawals.
Other applicable fees or financial adjustments.
Sellers are responsible for determining their own bookkeeping, tax reporting, and registration obligations.
Consult a qualified accountant or tax professional if you need advice specific to your business.
Frequently Asked Questions
How are sellers paid on Rootsy?
Rootsy uses Stripe to support marketplace payments and eligible seller payouts.
Where can I see my seller earnings?
Sign in to your Seller Dashboard and review the available payment, withdrawal, or payout information.
Does Rootsy deduct a commission?
Yes. Rootsy's standard marketplace commission depends on your seller subscription plan.
Is commission charged on shipping and taxes?
Rootsy's standard commission is calculated on the eligible product amount, excluding separately charged shipping and applicable sales taxes.
Do I need to provide banking information?
Yes. Appropriate banking information is required for eligible payouts or withdrawals.
Is my subscription payment method the same as my payout bank account?
No. Subscription billing and seller payout banking serve different purposes.
Can I withdraw my earnings immediately after a sale?
Not necessarily. Funds must become eligible for withdrawal under the applicable payment arrangements.
How long does a payout take?
Processing depends on Rootsy, Stripe, bank processing, verification, and other applicable conditions. Consult your account for transaction-specific information.
Why is my available balance lower than my total sales?
Your balance may reflect commissions, refunds, funds not yet available, disputes, holds, or other applicable adjustments.
What happens if a customer receives a refund?
An approved refund may reduce seller earnings or result in an adjustment to available or future payout amounts.
Can a chargeback affect my earnings?
Yes. A payment dispute may affect seller balances and payouts while the matter is reviewed.
Can Rootsy temporarily hold my payout?
Yes. Rootsy's Seller Terms allow applicable payout holds or adjustments in circumstances such as verification issues, disputes, outstanding fees, or marketplace risk.
What should I do if my payout is missing?
Review your Seller Dashboard, confirm your banking and verification status, and contact Rootsy Support with the relevant payout details.
Need Help With Seller Payments or Payouts?
Rootsy Customer Support can assist with seller payment questions, withdrawal problems, banking verification issues, transaction discrepancies, refunds, and payment disputes.
Support Centre: https://support.rootsy.ca/support/home
Email: support@rootsy.ca
When contacting support, include:
Your registered store name.
The email address associated with your seller account.
Relevant order or transaction number.
A description of the payment issue.
The amount involved, where appropriate.
Any relevant error message.
Never share your password, one-time verification code, complete banking credentials, or payment card security code.
Rootsy — Stronger Together, Locally Rooted.
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