What does 'Insufficient balance' mean? A balance is insufficient when the merchant's ledger balance doesn’t have enough funds for settlement to occur. This is often caused by chargebacks/refunds that have been deducted from a merchant's balance just before a settlement is due. To resolve this, a reconciliation of the merchant's balance will have to be done. Chat with us if you notice any incomplete settlement on your dashboard.

What is the settlement threshold for international settlements? Settlement threshold is the minimum amount that a merchant should accumulate before due settlement(s) can be remitted to the merchant's account. You can check the thresholds for different currencies here.

Why is my settlement stuck on 'Pending'? A pending settlement means the settlement has not been processed. If your settlement is still pending past the due date, please chat with us immediately.

Why did my settlement fail? Settlement can fail for several reasons. These reasons can be operational, technical, or an error during sign-up. Please contact support by sending a mail to hi@flutterwavego.com for more information on the failed settlement.

What is the settlement cycle? The settlement cycle defines when collections by a merchant will be due for settlement. Generally, the settlement timeline for local transactions is T+1 (business) day while the settlement timeline for international transactions is T+5 (business) days respectively. 

What do I need to do to get settled? For a new merchant, settlement happens automatically but there might be a need for you to provide certain documents required for verification of your business. This depends on certain factors like your location or type of business.

Why was my settlement flagged? A settlement can be flagged for various operational, technical, or compliance reasons. You can report a flagged settlement to our support team.

Can I settle into a domiciliary account? Yes, this is possible. However, you can only receive a settlement in a corporate domiciliary account. For Nigerian merchants, all transactions originating from a Naira card will be settled in Naira irrespective of the purchase currency, in line with the dollarisation policy in Nigeria.

Can I settle into more than one account? This can only be done if your settlement destination is set to your payout balance. Each currency settlement will be done into the payout balance for that currency. For example, any NGN payment received will be settled into your NGN payout balance and USD payment will be settled into your USD payout balance. 

How do I change from balance settlement to bank account settlement and vice versa? To change where you receive your settlement.

1. Log in to your Flutterwave dashboard

2. Click on "Settings" then click "Business preferences"

3. Under "How do you want to get your earnings?" you can select either your bank account or your payout balance.

How long do refunds take? Refunds take 3-15 working days to reflect in your bank account.

How long do I have to reply to a chargeback? Local transactions have a response time of 24 hours while international transactions have a response time of 48 hours. You can read more about the chargeback process here.