Why are my settlements on hold?

A Settlement is defined as the flow of funds from Zeller to your Zeller Business Account or nominated external account, based on the value of acquired transactions less any transaction fees.

An accepted payment is defined as a payment that you received on your Zeller Terminal. 

There are two types of settlement freezes that can apply to your Zeller account:

1. Partial freeze - Where a particular transaction or a proportion of your accepted payments are not eligible for settlement. 
2. Full freeze - Where the entire balance of your accepted payments is not eligible for settlement. 

What makes a payment not eligible for settlement?

There are two core reasons that make a payment or a proportion of your accepted payment not eligible for settlement:

1. The transaction is subject to a cardholder dispute (otherwise known as a chargeback), which requires you to submit information to the bank to resolve the issue. Until the issue is resolved, we are unable to settle that transaction.
2. The transaction is currently undergoing a routine review, which may temporarily affect your access to these funds.

If you would like to discuss specific details about your account, please contact our Support team.