Troubleshooting Seller Payment, Withdrawal and Payout Issues on Rootsy

Experiencing difficulty receiving your seller earnings, requesting a withdrawal, verifying your bank account, or understanding a payment deduction?

Rootsy uses Stripe to support marketplace payments and seller payouts. Depending on your account and transaction status, certain funds may be pending, available for withdrawal, or temporarily restricted.

This guide explains common seller payment issues, steps you can take to investigate them, and when to contact Rootsy Customer Support.

1. Where Can I Check My Seller Payments?

To review your payment information:

1. Visit www.rootsy.ca.

2. Sign in to your Rootsy seller account.

3. Open your Seller Dashboard.

4. Navigate to the Withdrawal section or relevant payment-management area.

5. Review the available balance, withdrawal information, and transaction records.

6. Open the relevant order or payout record where additional details are available.

The exact balance descriptions and payment controls may vary depending on the current dashboard.

2. My Available Balance Is Lower Than My Sales Total

The total value of your customer orders is not necessarily the amount available for withdrawal.

Your seller earnings may be affected by:

• Rootsy marketplace commissions.

• Seller-provided product discounts.

• Applicable transaction charges.

• Refunds and cancellations.

• Payment disputes or chargebacks.

• Shipping-related adjustments.

• Funds awaiting payout eligibility.

• Previously completed withdrawals.

• Other adjustments permitted under Rootsy's Seller Terms.

To investigate:

1. Review the relevant customer orders.

2. Confirm the eligible product selling amounts.

3. Check the commission associated with your seller plan.

4. Review discounts and applicable adjustments.

5. Check for previous withdrawals.

6. Contact Rootsy Support if the balance still appears incorrect.

3. My Seller Commission Looks Incorrect

Rootsy's standard marketplace commissions are:

The standard commission applies to the eligible product selling amount, excluding separately charged shipping and applicable sales taxes.

If the commission appears incorrect:

1. Confirm your subscription plan at the time of the transaction.

2. Review the product selling amount.

3. Check whether a discount was applied.

4. Review the commission recorded for the order.

5. Check for adjustments associated with the transaction.

6. Contact Rootsy Support if you believe the calculation is incorrect.

The calculation treatment of discounts and other adjustments depends on the applicable transaction rules.

4. My Withdrawal Button Is Missing or Disabled

A withdrawal control may be unavailable if the account or funds are not eligible for payout.

Possible reasons include:

• No available withdrawal balance.

• Incomplete banking information.

• Pending Stripe verification.

• A payout restriction.

• Outstanding payment issues.

• Another account or transaction requirement.

To investigate:

1. Open the Withdrawal section.

2. Review the available balance.

3. Check whether any verification information is missing.

4. Review displayed warnings or restrictions.

5. Check whether a previous request is still pending.

6. Contact Rootsy Support if no explanation is provided.

Do not create another seller account to bypass a withdrawal restriction.

5. My Withdrawal Request Is Not Going Through

If you're unable to submit a withdrawal:

1. Confirm that the balance is eligible for withdrawal.

2. Review any amount limits displayed.

3. Check your payout banking information.

4. Complete any requested verification.

5. Review error messages.

6. Avoid repeatedly submitting the same request.

7. Contact Rootsy Support if the issue continues.

Do not assume the withdrawal has been submitted until you receive confirmation through the available process.

6. My Withdrawal Is Showing as Pending

A pending withdrawal may still be awaiting processing or another required step.

Possible reasons include:

• Payment-provider processing.

• Banking processing.

• Account verification.

• Funds not yet eligible for settlement.

• A payment-related review or restriction.

To investigate:

1. Locate the withdrawal record.

2. Review its current status.

3. Check any available payment or verification notices.

4. Confirm the designated bank account is valid.

5. Contact Rootsy Support if the request remains unresolved beyond the applicable processing expectations.

A pending status does not necessarily indicate a failed transfer.

7. My Payout Says Completed, but I Haven't Received the Money

A payout recorded as completed by the payment provider may still require additional bank processing before the deposit appears.

If this occurs:

1. Review the payout date and amount.

2. Confirm the destination bank account details available in your seller account.

3. Review your bank transactions for the expected deposit.

4. Check whether your bank has reported an issue.

5. Contact Rootsy Support with the payout reference if the deposit remains missing.

Do not assume that a payout-status update and the appearance of funds in your bank account always happen at the same moment.

8. My Payout Has Failed

A payout may fail because of:

• Incorrect account details.

• An invalid or closed bank account.

• Bank rejection.

• Incomplete verification.

• Payment-provider restrictions.

• Other processing problems.

If your payout fails:

1. Review the failure status or error.

2. Confirm your account number, transit number, and institution number through an official banking source.

3. Check whether additional verification is needed.

4. Follow the authorized account correction process.

5. Contact Rootsy Support with the affected payout reference.

Do not repeatedly request the same payout while the original transfer's status remains unclear.

9. My Bank Account Cannot Be Verified

Stripe may require banking, business, or identity information before payouts can be enabled.

If verification fails or remains incomplete:

1. Check the verification notice.

2. Review the banking details you entered.

3. Confirm that the account belongs to the appropriate individual or business.

4. Review any requested documentation.

5. Submit additional information through the authorized secure process.

6. Contact Rootsy Support if the requirements remain unclear.

Account verification requirements may differ for sole proprietorships, partnerships, and corporations.

10. I Changed My Bank Account, but My Payout Is Missing

Updating your bank account does not necessarily change the destination of a payout that has already been initiated.

If you recently changed banks:

1. Check the timing of the banking update.

2. Review the affected payout status.

3. Confirm the new account was accepted.

4. Determine whether the previous account is still active.

5. Contact Rootsy Support for assistance.

Do not assume that changing your bank details automatically cancels or reverses a pending transfer.

11. I Was Charged an Unexpected Fee

You may see financial adjustments associated with commissions, subscription billing, refunds, disputes, or other applicable charges.

If an amount is unfamiliar:

1. Identify the transaction or charge.

2. Review whether it relates to a sale or subscription.

3. Check your seller plan and applicable commission.

4. Review relevant refund or cancellation records.

5. Compare the amount with the transaction information available in your account.

6. Contact Rootsy Support if the charge cannot be explained.

Important: Stripe payment-processing fees and their allocation depend on Rootsy's configured arrangements. Do not assume a specific processing percentage is deducted from all sellers.

12. I Think My Subscription Payment Was Deducted From My Payout

Seller subscription billing and seller payouts serve different purposes.

Subscription Billing

Pays for the selected Rootsy Starter, Growth, or Pro seller plan using the authorized subscription payment method.

Seller Payouts

Transfers eligible seller earnings through the configured payout process.

If you believe a subscription charge has affected your payout:

1. Review the subscription billing record.

2. Review the seller payout transaction.

3. Compare the amounts and dates.

4. Identify any separately recorded financial adjustment.

5. Contact Rootsy Support for clarification.

Do not assume every subscription charge is deducted directly from product-sale earnings.

13. A Customer Refund Reduced My Balance

When a buyer receives an approved refund, the related transaction may be adjusted.

This can affect:

• Earnings associated with the refunded order.

• Available balance.

• Pending withdrawal amounts.

• Future seller payouts.

If your balance changes after a refund:

1. Locate the affected order.

2. Review the refund amount.

3. Check whether the refund was full or partial.

4. Review the corresponding seller balance adjustment.

5. Contact Rootsy Support if the amounts do not reconcile.

Refunds should be handled through Rootsy's authorized marketplace process.

14. A Chargeback Has Affected My Earnings

A chargeback occurs when a customer disputes a payment through their bank or card issuer.

It may cause temporary holds or financial adjustments.

If a chargeback affects your account:

1. Locate the disputed order.

2. Review the reason for the dispute.

3. Gather relevant product and transaction records.

4. Collect shipping and delivery evidence for physical orders.

5. Review digital-file delivery information for digital purchases.

6. Follow Rootsy's instructions.

7. Submit requested evidence by the applicable deadline.

Chargeback response deadlines may be different from Rootsy's standard return-request response requirement.

15. My Seller Balance Is Negative

A negative balance may occur when applicable deductions or reversals exceed the amount available in your seller account.

Possible causes include:

• Refund adjustments.

• Seller-related chargebacks.

• Other financial obligations permitted under Rootsy's terms.

If your balance becomes negative:

1. Review the affected transaction records.

2. Check refund and dispute notices.

3. Identify the amounts responsible for the negative balance.

4. Contact Rootsy Support if you need clarification.

5. Follow the approved process for resolving any outstanding obligation.

Do not attempt to avoid an outstanding balance by opening another seller account.

16. My Payout Is on Hold

Rootsy may restrict seller payouts under circumstances permitted by its Seller Terms.

Possible reasons include:

• Incomplete identity or banking verification.

• Unresolved payment disputes.

• Chargebacks.

• Suspected fraudulent activity.

• Outstanding marketplace obligations.

• Fulfilment failures.

• Seller policy violations.

• Other legal or compliance concerns.

If your payout is on hold:

1. Review any notices in your account.

2. Check whether verification documents are required.

3. Review unresolved refund or dispute issues.

4. Provide requested information through an authorized channel.

5. Contact Rootsy Support if the reason remains unclear.

A payout hold does not necessarily mean your earnings have been permanently forfeited.

17. My Digital Product Sale Is Missing From My Balance

Digital products are sold through Rootsy's marketplace payment process.

If a digital sale is missing:

1. Open your Seller Dashboard.

2. Locate the relevant digital-product order.

3. Review its payment or processing status.

4. Confirm the correct product was purchased.

5. Check for a refund or dispute.

6. Review any available transaction record.

7. Contact Rootsy Support if the sale remains unaccounted for.

Digital delivery does not automatically mean that the associated funds are immediately available for withdrawal.

18. My Physical Product Sale Has Not Become Available for Withdrawal

If a physical product sale is not yet reflected in your available balance:

1. Review the original order.

2. Check its fulfilment and delivery status.

3. Review the applicable payout information.

4. Check for refund requests or disputes.

5. Review verification requirements.

6. Contact Rootsy Support if the status remains unclear.

Do not assume that manually changing an order status will release payment funds.

Always record fulfilment actions accurately.

19. I Suspect Unauthorized Payout Activity

If you notice an unfamiliar withdrawal or banking change:

1. Secure your Rootsy seller account.

2. Review your account's security settings.

3. Change your password if appropriate.

4. Check any recent banking changes.

5. Contact Rootsy Customer Support promptly.

6. Notify your financial institution if your bank account may be compromised.

7. Follow the instructions provided during the security investigation.

Never share one-time authentication codes or passwords with anyone claiming to assist with payments.

20. How to Report a Payment Discrepancy

When reporting a payment problem, providing accurate details can help Rootsy investigate.

Include:

• Your registered store name.

• The email associated with your seller account.

• Relevant order number.

• Withdrawal or payout reference, if available.

• Transaction amount in CAD.

• Date of the relevant transaction.

• The amount you expected.

• The amount displayed or received.

• A description of the discrepancy.

• Any relevant error message.

Do not email full bank account numbers, payment card details, passwords, or verification codes.

21. General Payment Troubleshooting Checklist

Before contacting Rootsy Support, check the following:

• You're signed in to the correct seller account.

• Your banking information is accurate.

• Required Stripe verification is complete.

• Your balance is eligible for withdrawal.

• Relevant order statuses have been reviewed.

• Commission and refund adjustments have been considered.

• No relevant payout or dispute restriction has been overlooked.

• You've recorded the error or payout reference.

• You've checked whether the amount has already reached your bank.

If the problem remains unresolved, Rootsy Support can help investigate the transaction.

Frequently Asked Questions

Why can't I withdraw my full sales amount?

Your sales total may include amounts not eligible for withdrawal, as well as amounts affected by commissions, refunds, adjustments, or other applicable conditions.

Why is the withdrawal button unavailable?

Your available balance may be zero, verification may be incomplete, or the account may be subject to a restriction.

How long does a withdrawal take?

Timing depends on Rootsy's payment arrangements, Stripe processing, banking requirements, and applicable verification or account conditions.

Why does my payout show Pending?

The withdrawal may still be processing or awaiting another required step.

What if my payout shows Completed but my bank account has no deposit?

Review the payout information and your bank transactions, then contact Rootsy Support if the funds remain missing.

What if my bank account number is wrong?

Correct it through the authorized process and contact Rootsy Support if a payout has already been affected.

Why has my balance decreased after a refund?

An approved refund may reduce the earnings associated with the original sale.

Can a chargeback affect my seller earnings?

Yes. Chargebacks may cause payout holds, balance deductions, reversals, or other adjustments.

Can Rootsy temporarily hold my payout?

Yes. Payout holds may apply in circumstances permitted under Rootsy's Seller Terms.

Why do I have a negative seller balance?

The account may reflect applicable refunds, chargebacks, or other adjustments exceeding available funds.

Does Stripe charge sellers a fixed processing fee?

The allocation and amount of payment-processing charges depend on Rootsy's current payment arrangements and applicable terms.

Is my monthly seller subscription deducted from my withdrawal?

Subscription billing and seller payout banking are separate functions. Review the transaction records to confirm how any particular charge was applied.

Can digital product earnings be withdrawn immediately?

Not necessarily. Digital product earnings remain subject to the applicable payment-processing and withdrawal rules.

What should I do if I see an unauthorized withdrawal?

Secure your account and contact Rootsy Support immediately. Notify your bank if your financial information may be compromised.

Contact Rootsy Seller Support

If you're unable to resolve a payment, withdrawal, or payout problem, Rootsy Customer Support can assist.

Support Centre: https://support.rootsy.ca/support/home

Email: support@rootsy.ca

Please provide your store name, relevant transaction reference, amount involved, and a description of the issue.

For your security, never share account passwords, authentication codes, complete banking credentials, or payment card security codes.

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