Account Holds & Payment Withholding: When and Why

Elexbig may temporarily withhold part or all of your payout to protect both vendors and customers. This typically occurs in the following situations:

If a significant number of customers request refunds or raise disputes about your products or service, Elexbig may hold funds until these issues are resolved and patterns are assessed.

When there are claims or concerns about:

• Counterfeit or inauthentic goods
• Product safety issues
• Repeated policy breaches
• Potential fraud or misrepresentation

When a customer files a chargeback with their bank or card issuer, the disputed amount may be held until the case is fully resolved. This protects both parties while the investigation is underway.

Significant spikes in sales volume or unusual transaction patterns may trigger a temporary review as part of our fraud prevention measures. This helps protect your account and our community.

Important: Funds on hold cannot be released until investigations are complete or required evidence is provided. We'll always notify you of what's needed to resolve the hold.

In rare situations, Elexbig may place your entire vendor account on hold. This means you cannot receive new orders or process payouts until the issue is resolved.

Account holds are only applied when necessary to protect the platform, customers, and other vendors. Reasons include:

Selling prohibited items, dangerous goods, or products that violate our vendor terms and conditions.

• Sanctions or court orders
• Anti-money laundering checks
• Regulatory investigations
• Legal disputes or proceedings

When requested identity verification, business documentation, or bank account confirmation is not supplied within the specified timeframe.

Repeated failure to ship orders, fulfill obligations, or persistent delivery of substandard products or services.

Good to Know: Account holds are a last resort and are only used when necessary to protect the platform and its users. We'll always communicate clearly about why a hold has been applied.

Most holds are resolved quickly once you supply the requested information or address the underlying issue. Follow these steps:

Log in to your Elexbig Vendor Dashboard. You'll see a notification banner outlining the reason for the hold and what action is required.

Check your registered email address for detailed information about the hold, including deadlines and specific documentation needed.

Upload any requested documents promptly, which may include:

• Identity verification (driver's licence, passport)
• Business documentation
• Supplier invoices or receipts
• Proof of authenticity for branded goods
• Order evidence or tracking information
• Bank account confirmation

Resolve any outstanding disputes, refunds, or delayed shipments as quickly as possible. Communicate proactively with affected customers.

If you need clarification or believe a hold has been applied in error, open a support ticket with detailed information about your situation.

Pro Tip: Respond to hold notifications within 48 hours to ensure the fastest possible resolution. The sooner you provide required information, the sooner your account can return to normal.

The best approach is prevention. Follow these best practices to maintain a healthy vendor account:

• Keep refund and dispute rates low by accurately describing products
• Provide excellent customer service
• Use high-quality product images and detailed descriptions
• Set realistic delivery timeframes and meet them consistently

• Ensure all product listings comply with Kapsule's policies
• Don't list prohibited or restricted items
• Keep your product information accurate and up to date
• Follow proper procedures for age-restricted items

• Provide accurate, up-to-date bank account details
• Update your contact information if it changes
• Ensure your business documentation is current
• Respond to verification requests promptly

• Ship orders promptly according to your stated timeframes
• Enter tracking numbers in the system as soon as available
• Use reliable courier services
• Package items securely to prevent damage

• Respond quickly to customer queries (within 24 hours)
• Address concerns before they escalate to disputes
• Keep customers informed about order status
• Be professional and solution-focused in all communications

Success Tip: Vendors with strong performance metrics, low dispute rates, and up-to-date documentation rarely experience account holds. Focus on customer satisfaction and policy compliance to keep your account in good standing.

How long do holds usually last?

The duration varies depending on the issue. Simple documentation requests may be cleared within a few days once you provide the required information. More complex matters involving regulatory checks, investigations, or legal requirements may take several weeks. We'll keep you updated throughout the process.

No. Funds are held temporarily and will be released once the issue is resolved, unless chargebacks are decided in the customer's favour or legal obligations require otherwise. Withheld funds remain your earnings, they're simply being held for security purposes.

Yes, in most cases. Payout withholding doesn't usually prevent you from receiving new orders or continuing to sell. However, if your entire account is on hold, you won't be able to receive new orders until the hold is lifted.

You'll see a prominent notification banner in your Vendor Dashboard and receive an email to your registered address explaining the reason for the hold and what steps you need to take.

Yes. If you believe an account hold has been applied incorrectly or you have additional information that should be considered, contact Elexbig Support with your case details. We'll review your appeal and respond as quickly as possible.

You're still responsible for fulfilling any orders that were placed before the hold was applied. Continue to ship these orders and provide tracking information. Completing existing obligations may help resolve the hold more quickly.

Customers won't see a specific notification about your account status, but they won't be able to place new orders with your store if a full account hold is in place. Your store may appear unavailable or out of stock to browsers.

If you're experiencing an account hold or payout withholding and need assistance, contact Elexbig Support through your Vendor Dashboard. Have your order numbers, documentation, and any relevant details ready to help us resolve your issue quickly.

Our vendor support team is here for you

Chat with Elex, our AI assistant. Look for the chat icon on this page
Open a support ticket
Email us at [email protected]