Why might a payout be held, and how do chargebacks work?

Your payout is released 1 hour after the trip ends, for every vertical (see How payouts work). In some situations it can be held, or an amount taken off a later payout.

Short holds

• An open case. A problem the guest reported, or a case you opened, holds the whole payout for that booking until it is decided. We decide within 14 days and pay anything due with your next payout.
• A flag. A booking or operator flagged for review waits up to 72 hours after the trip, or until the flag is cleared.
• Refunds after a release. If a guest's problem is upheld after you were paid, the refund is charged to your Pickup balance, which can go below zero, and comes off your next payout or payouts. A payout is never sent below zero. Each deduction is shown on the payout as Taken off, and you get a push and an email when each payout is sent. To clear it sooner, you can pay it back by bank transfer: the email telling you about the refund has the account details. Never pay the guest directly.
• Missing tax or account details. Payouts can be held until you give the details the law requires us to have, such as your Tax Identification Number.

Reserves

A reserve is a part of your payouts held back for longer. It is used only where there is a real risk that you will owe money that cannot otherwise be recovered, for example high refund or chargeback rates, notice of termination, insolvency or a regulatory suspension. Reserves are limited and released as the risk passes.

Chargebacks

A chargeback is when a guest's bank reverses a payment.

• Earnings shows Evidence requested, with the amount and a reply by date, usually 5 business days away.
• Tap it and add evidence that the trip happened. We add the trip record and your messages for you.
• While the bank decides, the disputed amount is held from your next payouts. Banks usually decide within 60 days, and we tell you the outcome.
• If the bank decides for you, what was held is paid back. If it decides against you, it stays deducted, and anything not yet held comes off your next payouts.

The Payments Terms set out who carries a chargeback.

Questions

Query a payout within 60 days of the statement, from the payout or from Earnings settings. We reply within 2 business days and aim to fix it within 14 days.

The rules are in the Operator Agreement and the Payments Terms.