Why are my payment funds held?
Most online payments are released to you a few days after the order is delivered. Sometimes funds are held longer — this guide explains why, how to release them, and what to do if a payout doesn't arrive.
Standard hold period
When a buyer pays online, the funds first sit in a pending balance with the payment gateway (Stripe, PayPal, Razorpay, etc.). Once the order is marked delivered and the gateway's risk checks pass, the funds become available and are paid out on your gateway's schedule (typically T+2 to T+7 days).
When funds are held longer
The gateway or LaunchMyStore may hold a payout in these situations:
1. Order not yet marked delivered
Make sure the order's fulfilment status is Delivered. If you ship via a connected carrier, this updates automatically when the courier marks the package delivered. If you self-ship, update the status manually from the order page.
2. High-value first transactions
Your first few high-value transactions (often >$50 equivalent) may be reviewed manually for fraud. Expect a 3–7 day delay until the gateway's risk team clears them.
3. Card / EMI payment without proof of delivery
For card and credit-card EMI orders, some gateways require proof of delivery (tracking number with delivered status). Provide a tracking link by selecting a connected carrier or manually adding tracking to the order.
4. Suspiciously fast order-to-deliver time
If an order was marked delivered within 15 minutes of being placed, the gateway may flag it for manual review. Allow up to 7 days for clearance.
5. Pending KYC / verification
If your gateway's business verification (KYC / KYB) isn't complete, payouts are paused at the cap and resume once verification clears. See Verify your business to lift gateway transaction limits.
6. Chargeback or dispute pending
If a buyer opened a dispute or chargeback, the disputed amount is held until the gateway resolves the case. Respond from your gateway's dashboard with shipment proof.
7. Self-ship orders delivered after 30 days
If you ship outside the integrated carriers and the order takes longer than 30 days to be marked delivered, the gateway may hold the payment. Contact support with proof of delivery to release it.
How to release held funds
- Confirm the order is marked Delivered.
- Attach tracking from a connected carrier where possible.
- Complete your gateway's business verification.
- Respond to any open disputes.
- If everything looks right but funds are still held, email [email protected] with the order number.
Payout schedule
Payouts are processed on business days only — weekends and public/bank holidays are excluded. Your gateway dashboard shows the exact next payout date and amount.
FAQ
Where do I see what's on hold?
Open Finance → Payouts in the admin. You'll see three buckets: On hold (pending delivery), Available (cleared, awaiting payout), and Paid out (already sent to your bank). Each row links to the originating order.
Why doesn't COD show in the payout list?
COD funds are not collected by the gateway — they're collected by your courier and remitted separately. If you ship through LaunchMyStore Delivery (or a connected COD courier), the COD remittance shows on the courier's payout schedule.
Can I get an emergency payout?
Possibly — email [email protected] with the order number and reason. Same-day payouts are not guaranteed and depend on the gateway's risk assessment.
What if a refund goes through while funds are held?
The refund amount is deducted from your pending balance. If pending isn't enough to cover the refund, the gateway debits your linked bank account.
How long is too long to wait?
If your payout is more than 14 days late and you've confirmed delivery + verification + no disputes, contact support. We will work with the gateway to investigate.