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Subotiz organizes account funds into three categories:
  • Available balance — funds that have completed settlement and are ready for withdrawal. This updates after each settlement cycle and may be affected by refunds, fees, reserve releases, or adjustments.
  • Pending balance — funds received from customers still within the settlement period (for example T+7) and not yet included in the available balance.
  • Reserved fund — funds held under risk management rules that are not available during the hold period. Two types apply — rolling reserve (a percentage of each transaction held per cycle, released automatically when the period ends) and fixed reserve (a set amount held for accounts subject to long-term risk controls).
Customer payments follow a four-step flow:
  1. When a customer completes payment, funds enter the pending balance immediately.
  2. The system automatically deducts transaction fees and allocates reserve amounts.
  3. When the settlement period ends (for example T+7), the net amount transfers to the available balance.
  4. Refunds, chargebacks, or adjustments reduce either pending or available balance depending on timing.
The net amount is calculated as: Net amount = Transaction amount minus Fee minus Reserved amount.
The Balance page shows 12 transaction types:
  • Batch settlement — multiple transactions grouped into one settlement entry
  • Funds reserved — amount held as reserve
  • Released reserve — reserved funds released after holding period
  • Withdrawal — transfer to merchant bank account
  • Withdrawal fee deduction — fee for processing withdrawal
  • Withdrawal FX fee — currency conversion fee for withdrawal
  • Refund funds — amount returned to customer
  • Balance debit — deduction applied to account balance
  • Payin — incoming payment from customer
  • Adjustment — manual balance change by Subotiz
  • Active account fee — periodic service fee
  • Negative balance debit — automatic deduction to offset negative balance
Work through these checks in order:
  1. Confirm settlement cycle — check whether transactions are still within the settlement period and have not yet moved to available balance.
  2. Review reserved funds — go to Finance > Balance > Reserved fund > View to check whether rolling or fixed reserves are holding funds.
  3. Verify fees — open individual transaction details from the Balance page.
  4. Check for refunds or chargebacks — these reduce pending or available balance depending on timing.
  5. Compare reconciliation reports — use Finance > Balance > View reconciliation reports to cross-check period totals.
Use the transaction type and date range filters on the Balance page to isolate relevant entries.
Funds appear in pending balance because they are still within the settlement cycle (for example T+7). Funds move to available balance only after the settlement period ends. To check, go to Finance > Balance and click Pending balance > View. The page shows the configured settlement cycle at the top, and lists each unsettled transaction with its transaction time, original amount, fee, and net amount. Compare the transaction timestamp with the settlement cycle to estimate when funds will become available. If the transaction is within the cycle, no action is needed — funds transfer automatically when the period ends.
Both are types of reserved funds held under risk management rules, but they work differently:
  • Rolling reserve — a percentage of each transaction is held per cycle and released automatically once the holding period ends. The amount varies with transaction volume.
  • Fixed reserve — a set amount is held based on account requirements for risk management or compliance. The amount does not change with individual transactions and remains frozen until account conditions are met.
To check both types, go to Finance > Balance > Reserved fund > View, then switch between Rolling reserve and Fixed reserve tabs.
Go to Finance > Balance to view the transaction record list. Find the transaction you want to review, then click the view icon on the right side of that row. The detail page shows the full fund composition:
  • Charge — amount from customer
  • Refunds — if any
  • Adjustments
  • Fees — transaction fee deducted
  • Reserved fund — amount held under reserve policy
  • Reserve release — previously held funds returned
Below that, a settlement detail list shows each entry with transaction time, type, original amount, fee, reserved fund, and net amount. Note that the view icon is only available on certain transaction types.
Go to Finance > Balance and click View reconciliation reports in the top right corner. Select a date range and the report updates automatically. Two download options are available:
  • Download detail — provides transaction-level data for line-item reconciliation — use when you need to trace individual transactions, verify fees, or check reserved amounts for each entry.
  • Download reports — provides aggregated period data — use for period totals, financial summaries, and reporting.
The report also shows beginning balance, all fund movements grouped by transaction type, and ending balance for the selected period.
The net settlement amount is calculated as: Net amount = Transaction amount minus Fee minus Reserved amount. For example, if a customer pays 100 USD, the system deducts a 3 USD fee and holds 5 USD as reserve — the net amount entering settlement is 92 USD. This 92 USD moves to available balance after the settlement cycle ends. The fee is automatically deducted based on payment method and configured rate. The reserved amount is held according to the account reserve policy.
A negative balance occurs when deductions exceed available funds. Common causes are:
  • Refund overages — refund amounts exceed the current pending or available balance.
  • Chargeback deductions — disputes reverse funds and may include additional fees.
  • Fee deductions — fees or adjustments reduce the balance below zero.
When a negative balance occurs, Subotiz applies an automatic Negative balance debit to offset it, which appears as a transaction type on the Balance page. Use the transaction type filter to identify which transactions caused the balance to drop, and cross-reference with the reconciliation report.
Differences are normal and occur for several reasons:
  • Data scope — the Balance page shows real-time balances while reconciliation reports are period-based summaries.
  • Settlement status — pending funds not yet through the settlement cycle are not in available balance but may appear differently in reports.
  • Reserved funds — funds still in the reserve holding period are excluded from available balance.
  • Fee differences — currency conversion or fee timing may affect final amounts.
To reconcile accurately, use the reconciliation report to match the period you want to verify, and use Download detail to trace individual transactions if totals do not match.
Rolling reserve funds are released automatically once the configured holding period ends. No action is required from the merchant. The system handles the release and moves the funds back into the balance or settlement process. To check the current status and release schedule, go to Finance > Balance > Reserved fund > View, then select the Rolling reserve tab. Each transaction entry shows the reserved amount and its current status. Once released, the funds will appear as a Released reserve transaction type on the Balance page.
In the reconciliation report, the beginning balance is the available balance at the start of the selected date range, and the ending balance is the available balance at the end of the selected period. Together with the reconciliation details in between, these three elements form a complete period-based view of account activity: starting point, all fund movements grouped by transaction type, and ending point. This structure allows merchants to verify that beginning balance plus all credits minus all debits equals the ending balance, making it easier to reconcile with bank statements or accounting records.
Yes. The pending balance page supports exporting transaction data:
  1. Go to Finance > Balance, click Pending balance > View to open the unsettled transaction list.
  2. Select the records you want to export by checking them in the list.
  3. Click Export in the top right corner to generate the file.
  4. Once processing completes, download the file for reconciliation or analysis.
This is useful when you need detailed records of unsettled transactions for external accounting or to share with your finance team.
Withdrawals in Subotiz have three statuses:
  • Pending — the withdrawal has been triggered, a withdrawal record has been created, and the corresponding amount has been deducted from the available balance — the request is awaiting further processing.
  • Processing — the withdrawal has entered the scheduled processing flow and the status will be updated on the transfer date.
  • Paid — the platform has completed the fund transfer process for this withdrawal and the platform-side workflow is complete.
Note that withdrawal statuses do not include a final delivery confirmation such as Received or Failed — the platform cannot obtain real-time bank-side receipt results. To confirm final receipt, check your bank statement.
No. Subotiz withdrawal statuses reflect the platform-side processing progress only and do not include a final bank delivery confirmation. The statuses do not include Received or Failed because the platform cannot obtain real-time bank-side receipt results. The Paid status means the platform has completed its fund transfer process — it does not confirm that funds have arrived in your bank account. To confirm final receipt, check your bank statement directly. The withdrawal details page in Subotiz is for record verification purposes only and does not serve as bank settlement confirmation or proof of receipt.
No. Withdrawal records are generated automatically by the system — merchants do not need to manually initiate them. Under the current rules, a withdrawal record is typically created when the available platform balance reaches or exceeds USD 500, or when a scheduled processing cycle is reached such as every Monday at 9:00 AM UTC+8. If a public holiday or non-working day applies in the merchant’s registered country or region, the processing schedule may be adjusted or deferred. If a withdrawal is requested through customer support before the automatic threshold is met, a fixed withdrawal fee may apply and will be reflected in the corresponding withdrawal record.
The withdrawal status changes from Pending to Processing when the withdrawal enters the scheduled processing flow. Under the current rules, this typically happens at the scheduled processing cycle, which is every Monday at 9:00 AM UTC+8. During the Pending period, the withdrawal record has been created and the corresponding amount has already been deducted from the available balance, but the transfer has not yet been initiated. Once the scheduled cycle is reached, the status updates to Processing and the status will be updated further on the transfer date. If a public holiday or non-working day applies, the processing may be adjusted or deferred.
To export withdrawal records, go to Finance > Withdrawals in the Subotiz admin and click Export on the withdrawals page. A CSV file is downloaded containing all records related to the selected withdrawal. The exported file typically includes multiple worksheets:
  • Balance Details — displays transactions related to the withdrawal and their impact on the account balance.
  • Withdrawal Details — lists withdrawal-related transaction records, applicable fees, and corresponding balance changes.
These files support reconciliation, settlement verification, and financial data review.
Yes. If a withdrawal is requested through customer support before the automatic withdrawal conditions are met — for example, before the available balance reaches USD 500 or before the scheduled processing cycle — the system will apply a fixed withdrawal fee. This fee is reflected in the corresponding withdrawal record. Under normal automatic withdrawal conditions, any applicable fees are also shown in the withdrawal record. Merchants should review the Withdrawal Fee field in the withdrawal list to confirm what fees were applied for each withdrawal.
The withdrawal details page in Subotiz shows:
  • withdrawal amount
  • initiated time
  • completion time (if the withdrawal status is Paid)
  • withdrawal ID
  • current status
  • any related remarks if available
This page is for reviewing platform-side processing records only. It does not serve as bank settlement confirmation or proof of receipt — it confirms that the platform completed the transfer, not that funds have arrived in the bank account. To confirm actual receipt, check your bank statement directly.
Yes. The Withdrawals page supports filtering using three conditions:
  • Withdrawal ID — enter a specific withdrawal ID to locate a single record precisely.
  • Status — filter records by processing status — Pending, Processing, or Paid.
  • Date range — filter records based on the withdrawal creation date to view a specific time period.
Multiple filters can be combined to narrow down results. These filters are useful for reviewing historical withdrawal data and supporting reconciliation checks. To access them, go to Finance > Withdrawals and use the filter tools at the top of the page.
Subotiz does not perform currency conversion directly. All transactions are settled in the merchant’s primary settlement currency as configured in the Subotiz admin. When a customer pays in a different currency, the payment provider (such as PayPal or Airwallex) handles the conversion during the settlement process. The provider converts the payment amount to the merchant’s primary currency based on the exchange rate at the time of settlement, then passes the result to Subotiz. Subotiz records and displays the converted amount in the primary settlement currency. As a result, all amounts shown in Balance, Payout, and Invoice pages are in the merchant’s primary settlement currency. No manual conversion or adjustment is required.
The settlement currency is selected during account registration. Once transactions have been created under the account, the settlement currency cannot be changed. This is because existing billing records, invoices, and payout calculations are all tied to the originally selected currency. If you need to operate in a different settlement currency, you would need to create a new store with the desired currency setting. Contact Subotiz support at [email protected] if you need further assistance.
Refunds affect your settlement balance depending on when they are processed relative to your settlement cycle:
  • If a refund is processed before settlement — the refund amount is deducted from your current pending balance. The net amount available for the upcoming payout is reduced accordingly.
  • If a refund is processed after settlement — the refund amount is adjusted in your next payout. It is deducted from the next available balance rather than the already-settled amount.
In both cases, the refund is automatically reflected in the balance and payout records in the Subotiz admin — no manual adjustment is required.