This article applies to Classic Commerce. (Looking for Contextual Commerce documentation?)
When you go to SpringBoard's Store Home » Account, you may see an incorrect or negative Current Balance.
Incorrect Current Balance
The Current Balance is updated weekly and is not reflective of live, daily sales. The most recent data can always be found in SpringBoard's Store Home » Reports.
Negative Current Balance
Your account with show a negative Current Balance for a number of reasons, some of which are described below.
A chargeback is the return of funds to a consumer, forcibly initiated by the consumer's issuing bank. The customer signs an affidavit with their credit card provider claiming they did not make the purchase. The only way a merchant can dispute this claim is to provide trackable shipping to the customer's address. Since most orders are only digitial, we typically cannot provide this information, and the issuing bank decides in favor of the customer. A payment to you may have been scheduled before we were alerted of the chargebacks on your account, which would leave you Current Balance negative.
Wire Transfer Fees to Outside the United States
When FastSpring disperses money to pay you via wire transfer, there is a $15.00 USD fee assessed for wire payments going outside of the United States. We charge $15 to help cover our cost, although the bank charges us over $30 per non-US wire transfer. This fee is taken out after the transfer has been made, which would leave you account with a -$15.00 balance until you have earned more sales and the Current Balance has been updated for the week.
To lower the profits you lose due to the fee associated with wire transfers outside of the United States, you may want to decrease your payment frequency or increase your minimum payment threshold. To do so, please open a support ticket.
On limited occasion, and by request only, FastSpring will manually transfer money to you, rather than have the transfer automatically occur at our regular payout schedule. Very rarely, this leads to you getting paid more than you actually sold.
What to do if your Current Balance is Negative
If you are continuing to make sales on a regular basis, your Current Balance will not be negative for long and there is nothing you need to do. If you are not, you will need to make arrangements to repay us the money owed. To arrange a repayment, please open a support ticket.
We're Here to Help
If you need any assistance further understanding your incorrect or negative balance, please open a support ticket.