How do I top up my balance for a refund?

The funds for refunds are deducted from your available balance. If you don't have enough available balance to cover a refund, we'll queue the refund until you make a top-up or receive a payment that increases your balance.

#What you need to know in advance

It may take a few days to top up your balance depending on the payment method you choose:

• iDEAL, Bancontact, or another local payment method used most in your country — added to your balance immediately.
• Bank transfer — Added to your balance immediately to <2 business days after the transfer 
• Credit card — up to 5 business days before the amount is added to your balance.

#Topping up your balance

1. In your Mollie Dashboard, make sure you have issued the refund.
2. Go to either Home, Balance, or Sales > Refunds.
3. You'll see a yellow notification at the top of your screen showing the insufficient balance amount. Click Top up.
4. Select a payment method and pay the top-up amount. The amount can be adjusted upwards and includes refund costs, plus top-up costs if you pay by credit card.

After you top up your balance, we'll automatically process your queued refunds.

#Removing a refund from the queue

1. Go to Sales > Refunds.
2. Select the refund and click Cancel.
3. Click Confirm.

#Still having trouble locating a refund?

After you top up your balance, refunds should be issued automatically. If your customers still have trouble locating a refund, read I have not received my refund.

#Why am I repeatedly quested to do top-ups?

A top-up covers the refunds that were queued at the moment you topped up. Any remaining funds after those refunds are processed, are paid out to your bank account as usual.

Your balance can again be insufficient after a top-up for the following reasons:

• New refunds were issued — additional refunds queued after the top-up will draw from your available balance again.
• Fees were deducted — Mollie deducts fees from your available balance, which can push it below zero if the balance is low.
• Chargebacks — a chargeback immediately deducts the disputed amount from your available balance.

To avoid repeated top-ups, consider setting a balance reserve to keep a buffer on your balance at all times.

#Read more

• How do I refund a payment?
• What is a balance reserve and how do I set one?
• How do I export my balance report, transactions, and settlements?

#Can't find what you're looking for?

#Please contact Support for help.