HitPay merchants are required to maintain their account’s balance for card payments and ensure that it does not become negative. A negative card payments balance on your HitPay account may occur and accrue due to the time differences between HitPay payouts that are sent to your bank account and when a customer refund is executed.
You will be able to check the negative amount on your card payments balance by navigating on your HitPay dashboard by going to Sales & Reports -> HitPay Balance -> Card payments.
If you have a significant negative balance that needs to be addressed, please email email@example.com with the following header: HitPay [Your Account Name] Negative Card Payments Balance Top-Up Required for further instructions.
If your account consistently accrues a significant negative, balance and is not addressed on a timely basis, your account may face suspension from HitPay, and similar suspensions or denials of service when working with HitPay and its payment partners in the future.