So you recently sold some awesome stuff on Hello Pretty. Good job! Now, you’re probably wondering how and when we’re going to show you the money.
This page should answer your questions.
- When and how often do payouts happen?
- When will my payout reflect?
- Why aren’t payouts immediate?
- Changing your payout schedule
- Withholding order fulfilment
- Wrong bank details
- Payout notifications
- Payout fee
- Payout not received
- Payout failure notification
When and how often do payouts happen?
Payouts happen every Tuesday. Rain or shine. Each Tuesday you’ll be paid out for all orders placed up to midnight on the preceeding Thursday. If a public holiday falls on a Tuesday, you’ll be paid out on the Wednesday. If by some happy accident both Tuesday and Wednesday are public holidays, you will be paid out on the Thursday, but bear in mind that it may take a day or two to reflect in your bank account.
Ok, but when exactly will the money be in my account?
We submit the bulk payment data manually, so you may receive the notification email anytime throughout the Tuesday. However the actual payments are processed by the bank at about 3:30pm. If you’re banking with Capitec you should see the funds reflect sometime after 3:30pm on Tuesday. If you’re with a different bank then the money should reflect in your account by Wednesday or Thursday (add another business day to the process if there was a public holiday on the Tuesday or Wednesday).
Why aren’t I paid for sales immediately?
We keep a 2-3 business day hold on all payments for two reasons, the first is that it gives us time to ensure that the payment wasn’t fraudulent, the second is that the payment processor itself has a delay from the time a customer places an order and when the money is received in our accounts and available to be paid out.
Could you rather pay me out at the end of the month in one go?
At the moment, no. we’re planning on having something like that in the future though and we’ll mail all the designers when that system is in place.
My policy is to hold processing or shipment on orders until I’ve received payment
While we completely understand where you’re coming from in terms of not wanting to ship until payment is made, this is against our policies as it creates an unnecessary delay to customers getting their parcel. The extra four days provides a very poor customer experience and we still expect you to ship as soon as the order is ready and within the lead time that you specify on your products.
Note that we’re not referring to processing time here, we’re referring to deliberately not fulfilling or responding to orders. The customer has paid for their order, and delaying fulfilment is going to turn people off of the site and cost yourself and other small businesses on the site sales.
If don’t trust that you’ll be paid out, or you’re unwilling or unable to change your processes to accommodate these requirements, send us a mail so we can de-activate your shop for you.
D’oh! I put in the wrong banking details. What’s going to happen to my payout?
We’ve got quite a few checks and balances in place to make sure that nothing goes astray, so rest assured that your money will always find its way to you. Our business wouldn’t have been around this long if we didn’t pay our designers!
It is your responsibility to ensure that your banking details are correct. If we’re notified that your banking details are incompatible, or a payment has bounced, we will notify you, and your payout will be held until the following Tuesday.
Why do you send me notifications from Hello Pretty and not directly from the bank?
Two reasons. First, sending those notifications costs money, and we’re all about keeping costs as low as possible. That’s how we keep our rates low, and fair, which is good for you guys. Second, there’s no real added level of security to a banking notification – they are easily imitated, and at the end of the day, the only real way to know you’ve been paid is to actually see the money in your account.
My payout is R10 short!
The R10 is a per-payout fee we charge to cover our costs – we mention it on our Sell page. We wish that this wasn’t necessary, but one of Hello Pretty’s largest expenses is unfortunately bank fees.
This is only charged once per payout though – so, if you make several sales in a week, you’ll only be charged the payout fee once. If you make no sales you won’t be charged at all.
Hey, I haven’t been paid out this week. What gives?
First things first – if you’ve received an order, have you updated the order status? Sadly, designers occasionally disappear without notifying us or shutting down their shop. One of the checks we have in place to prevent paying out to an inactive designer is to monitor order statuses. Hello Pretty reserves the right to hold payment until we’re satisfied that an order is being processed and the designer is still active. This is all to safeguard against any potential future issues with unresponsive designers or refunds. Once you’ve updated your order status your payout will be released for the following week.
If you have updated your order status but still haven’t been paid out, we’re really sorry! Drop us a mail at firstname.lastname@example.org and we’ll sort it out ASAP.
I got a mail saying my payout failed. What should I do?
Double check your bank details to make sure they match what your bank gave you. If you see any issues, updating your bank details will hopefully fix the issue and your payout will be released the following week. If your bank details look correct, try using the universal branch code for your bank: