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When it comes to reserved funds, your best point of contact for further support would be our Risk Analyst team. If you're the Account Owner of the store, they would've sent out an email to the Account Owner's email address that details more about the reserved funds. You can reply directly to that email to get in touch with the Risk Analyst who initially sent out the email.
If you've checked your mailbox, including your junk and spam folders, and wasn't able to locate an email from our Risk Analyst, you can reach out to our Support Advisor team by visiting our Help Centre here. They can take a look at your account's email history from our end, and if need be work together with the Risk Analyst to resend the initial email to your email address. It's also important to note however that while our Support Advisor team are great to help you with any general queries, our Risk Analyst team are best equipped to support you in regards to your reserved funds queries.
For more context about reserve funds, they are determined on a case by case basis and can be for set for 30 up to 120 calendar days. Your store would have been advised of the reserve timeframe by email, at the time the reserve is placed. The email will indicate the length of the reserve as well as the expiration date. Note that the expiration date doesn't mean that the funds will be paid out that day. The funds will be released, and then scheduled into a payout based on your store's regular payout schedule.
Reserves also don't cancel themselves, as all reserves must be manually cancelled by a Risk Analyst team member.
Thanks for that. Although I don't have the email from the risk team since it was a while ago, I have emailed the support team to resend to me. I will wait for that and follow-through as necessary. Although, the 'Reserved funds' relating to the 5th August is not the funds I'm asking for, it's the current one which should be paid out already.
No worries at all, I'm glad you've reached out to our Support Team in regards to this. If you're awaiting any reserved funds to be released, our Support Team can also help look into this further on our end, and consult with our Risk Analysts on your behalf if required.
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