Amanda - chat by

astramentore — 2025-07-10 09:50:45 UTC

astramentore — 2025-07-10 09:50:55 UTC

astramentore — 2025-07-10 09:51:03 UTC

astramentore — 2025-07-10 09:51:11 UTC

astramentore — 2025-07-10 10:00:10 UTC

I can understand how hard you have been working to have your account free of fraud and never had one chargeback before this time, and even so, it was made by mistake. Just to clarify, this rolling reserve was put on your account just a precaution for future chargebacks, so then you will have enough funds to cover. As you mentioned that your customer has already requested to cancel it, we just need to receive the update from their bank in order to have your account updated as well.

astramentore — 2025-07-10 10:00:18 UTC

I can completely appreciate your frustration, user, and why you are even considering changing the platform. I just want to let you know that the chargeback ratio threshold is under 1%.

In your case this was the first one that happened, and this must feel unfair, so please know that you are being heard. I will make sure to ad this on your case that is currently being reviewed by our compliance team.

astramentore — 2025-07-10 10:00:26 UTC

I can understand that you are considering moving to another platform, and how this feels for you. We will make sure to update you and your dashboard as soon as we have the update from the bank.

astramentore — 2025-07-10 10:03:45 UTC

Thank you for bringing the issue with the chargeback to our attention, I'll do my best to check all the details.

Regarding the callback, we have 2 options: stay in the chat and discuss it here, or I can call you back so we have the conversation over the phone. What do you prefer?

astramentore — 2025-07-10 10:07:46 UTC

I know that this issue with the chargeback caused a lot of inconveniences and that you want the rolling reserve to be taken off asap.

Please be advised that as you mentioned that your customer ....

astramentore — 2025-07-10 10:20:03 UTC

Ashley, I understand your concern in this case and I would feel the same knowing that my funds are reserved, and I cannot use them.

Please note that when a customer initiates a chargeback against a transaction processed through Wix Payments, Wix may temporarily hold a portion of your payouts as a reserve to cover potential chargebacks.

This reserve helps protect both Wix and you from financial risk associated with chargebacks and refunds

astramentore — 2025-07-10 10:26:55 UTC

I can totally see why this is upsetting, and I understand your decision. Kindly note that currently it's not possible to release the funds since it's important to wait for a customer's bank to update us first

Your patience and understanding is much appreciated in this case and thank you for sharing the whole situation and concerns with us, Ashley

Thank you for sharing this. I can understand how this situation is difficult for you and I am happy to help. As you mentioned you have a chargeback on your account made by accident from your customer and that they dropped from fraud, I will be happy to clarify to you the next steps

amandaru2 — 2025-07-10 12:32:41 UTC