This article compiles frequently asked questions about Payout, covering supported scope, arrival time, transaction processing, compliance review, and more, to help you quickly resolve any questions you may encounter.

Supported scope and arrival time

Q1: Which countries/regions can I pay out to?

Shoplazza Accounts supports payouts to 200+ countries/regions worldwide. Based on the recipient's country/region, receiving currency, and bank information, the system automatically matches the applicable local clearing network or SWIFT international remittance to complete the payout.

Q2: Which currencies are supported?

A wide range of major currencies is supported, including but not limited to USD, EUR, GBP, HKD, JPY, AUD, CAD, and CNH. The currencies actually supported for payout are subject to what is displayed on the system page.

Q3: How long does a payout take to arrive?

• Local clearing networks (such as SEPA and FPS): usually arrive on the same day or within 1–2 business days.
• SWIFT international remittance: generally takes 1–3 business days to arrive.

Q4: Can I make a payout when the payout currency differs from the receiving currency?

Yes. If the payout involves currency conversion, the system will display the real-time exchange rate, fee, and estimated arrival amount before you submit the payout. Once you have confirmed the details, you can submit it.

Payout and transactions

Q1: Can I cancel or modify a payout after it is submitted?

No. Once a payout is submitted, the transaction immediately enters the financial institution's processing flow, so it cannot be cancelled, modified, or re-edited. We recommend carefully confirming the recipient, payout amount, payout purpose, and other information before submitting.

Q2: What happens to the funds after a payout fails?

If a payout fails, the payout amount is refunded to the payout account along the original path in real time (if a receiving-currency refund account is configured, the funds will be refunded to the payout currency balance account). You can go to Balance > Shoplazza Accounts > Payout to view the transaction details and the reason for failure, then correct the relevant information and initiate the payout again.

Q3: How can I check the payout progress?

After a payout is submitted, you can go to Balance > Shoplazza Accounts > Payout to view the transaction status, transaction details, and RFI orders, allowing you to track the payout processing progress at any time.

Compliance and review

Q1: What is an RFI order?

RFI (Request for Information) means that this payout requires additional documents for compliance or risk-control review before it can continue processing. The system may require you to provide the payout purpose, an invoice, a contract, or other compliance documents. Once you submit the required documents and pass the review, the system will continue to process this payout.

Q2: What happens if I never submit the materials for an RFI order?

The payout will remain in the pending-submission state. It will neither fail automatically nor continue processing automatically.

During this period:

• The funds have already been frozen from your available balance but have not yet been remitted. This frozen amount cannot be used for other payouts, nor will it be refunded automatically.
• The payout will not time out and be cancelled; the system will keep waiting for the materials. Once the materials are completed and pass the review, the payout will automatically resume processing, with no need to place a new order.
• A submitted payout cannot be revoked on your own. If you are truly unable to provide the required materials, please contact customer service for assistance.

We recommend submitting as soon as possible after receiving the supplementary-materials prompt. You can go to the Balance > Shoplazza Accounts > Payout page and click RFI order to quickly filter out all transactions pending submission.

Q3: Why does the recipient keep showing "Processing"?

After a recipient is submitted, their identity and bank information must be reviewed. During the review, the status displays as Processing and cannot be used for payouts for the time being; once the review is complete, the status will update to Active.

Other questions

Q1: Why can't I pay out to a recipient?

Possible reasons include: the recipient is still under review; the recipient needs to provide additional materials; insufficient account balance; the transaction requires further compliance review; or the recipient information was entered incorrectly. We recommend completing the corresponding actions as prompted by the system, then initiating the payout again.

Q2: Can I view the exchange rate and fee before making a payout?

Yes. Before you submit the payout, the system will display the payment method, real-time exchange rate (if applicable), fee, estimated arrival amount, and estimated arrival time.

Q3: Can I pay out to a personal bank account?

Yes. In accordance with compliance requirements, Shoplazza Accounts supports payouts to eligible personal bank accounts. Please ensure the recipient information is entered accurately and complies with local regulatory and compliance requirements. The payout process is the same as for a regular payout.