Why are my payments on hold?

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Payout Processing and On-Hold Payments

This article explains how and when your payouts are processed, and in which situations your payout may be delayed or put on hold.

Standard Payout Timeline

We process payouts within 2 working days after receiving an online order.

Important notes:

  • Payouts are released only on working days.

  • Weekends and public/bank holidays are excluded from the payout processing timeline.

When Payouts May Be Delayed or Put on Hold

Your payout may not be processed within the standard timeline under the following conditions:

1. Order Not Accepted / Unfulfilled Orders

  • If you do not accept the order and the order status remains Unfulfilled (not Shipped/Delivered),
    → Your payout will be put on Hold until the order status is updated appropriately.

2. Order Not Marked as Shipped/Delivered

  • If you do not mark the order as Shipped/Delivered with correct tracking details,
    → Your payout will be put on Hold.

Make sure to always update the order status and add valid tracking information once the order is shipped.

3. Credit Card & Credit Card EMI Payments

For orders paid via credit card or credit card EMI:

  • The store owner must provide Proof of Delivery (tracking details).

  • It can take up to 7 working days to settle these payouts after valid proof is provided.

4. First 3 Online Payments Above Rs. 500

  • Your first 3 online payments with an order value greater than Rs. 500 will be settled manually by Ooulet’s Compliance team.

  • These payouts can take up to 7 working days to be settled.

5. Online Payments Above Rs. 2000

  • All online payments greater than Rs. 2000 are settled manually by Ooulet’s Compliance team.

  • These payouts can take up to 7 working days to be settled.

  • The Compliance team may ask for valid Proof of Delivery to process the payout.

6. Threshold Limit of Rs. 10,000 and KYC Requirement

  • If your total transaction volume reaches the threshold limit of Rs. 10,000,
    → You must complete KYC to continue receiving online payments.

Failure to complete KYC may result in payouts being held and/or online payments being restricted.

7. Self-Ship Orders

If you choose the self-ship option:

  • Ensure the orders are delivered within 3 days of the order date.

  • Update the order status to “Shipped/Delivered” within 2 days for us to process the payouts smoothly.

If the order is marked Shipped/Delivered after 2 days:

  • The payment for that order will go on Hold.

  • You will need to contact us with valid Proof of Delivery to process the payout.

8. Missing or Invalid Proof of Delivery

If the Ooulet’s Compliance team requests Proof of Delivery and you fail to provide valid proof:

  • The order amount will be refunded to the buyer’s source account.

  • Platform Fee and Gateway Charges will still apply to the order amount and will not be refunded to you.

For any questions regarding payments, you can contact us at:
[email protected]

Compliance Holds and Suspicious Activity

Note

  • If Ooulet’s Compliance team suspects a store or it is flagged by customers, all payouts will be put on hold.

  • The store owner will be required to:

  • Complete KYC, and

  • Provide Proof of Delivery for relevant orders.

If you do not comply with Ooulet’s guidelines:

  • The Compliance team may disable the payment gateway for future transactions.


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FAQs

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