Seller withdrawal rules
By requesting a withdrawal, the seller confirms that the payout details, amount and account information displayed on the confirmation screen are correct.
1. Scope of This Policy
This policy applies to withdrawals requested from seller wallets maintained through Eshop Datamax.
It forms part of the Seller Agreement and applies to manual withdrawals, automatic transfers, payout-account verification and related security processes.
The rules, limits and processing mode currently displayed within the seller dashboard apply to each new withdrawal request.
2. Seller Wallet Balance
The seller wallet records eligible earnings, credits, withdrawals, refunds, reversals and other approved adjustments associated with the seller account.
A displayed wallet balance may be reviewed or corrected where transaction evidence shows:
- a duplicate credit;
- an incorrect earnings calculation;
- a reversed or disputed customer payment;
- a fraudulent transaction;
- a duplicate withdrawal refund;
- a system or reconciliation error; or
- another unsupported wallet entry.
A seller must not attempt to manipulate wallet balances, earnings, order prices or withdrawal records.
3. Withdrawal Eligibility
A seller may request a withdrawal only when:
- the seller account is active and permitted to withdraw;
- the available wallet balance meets the current minimum withdrawal amount;
- the requested amount does not exceed the available wallet balance or current maximum;
- no conflicting withdrawal is already pending or processing;
- an active and verified default payout account is available;
- any applicable security waiting period has ended;
- the withdrawal system is currently available; and
- no security, fraud or account restriction prevents the request.
4. Minimum and Maximum Limits
The current minimum and maximum withdrawal amounts are shown on the seller withdrawal page.
Eshop Datamax may update these limits to reflect operational, payment-provider, fraud-prevention or liquidity requirements.
A maximum withdrawal limit may also act as a daily or request-level ceiling depending on the available info on your dashboard
5. Verified Payout Accounts
Withdrawals are sent only to the verified default payout account displayed on the withdrawal page.
The payout account may include:
- the Mobile Money network or provider;
- the full payout number;
- the verified account name;
Sellers must review the full payout number, network and account name before submitting a withdrawal.
Incorrect payout details
Eshop Datamax may be unable to reverse funds successfully transferred to a verified payout account selected and confirmed by the seller.
Sellers should use only payout accounts they own or are properly authorised to use.
6. Identity and Security Verification
Adding or changing a payout account may require the seller to complete security verification.
Verification may include:
- confirmation of the seller’s password;
- a one-time code sent to the seller’s verified email;
- verification of the Mobile Money number and account name;
- security rate limits;
- account-ownership checks; and
- additional review where suspicious activity is detected.
Sellers must never share passwords, email codes or account-security details with another person.
7. Security Waiting Period
A newly added, verified or reselected payout account may be subject to a security waiting period.
During this period, the account may be verified and displayed as the default payout account, but withdrawals will remain unavailable until the stated availability time.
The waiting period is designed to reduce the risk of an unauthorised person changing a seller’s payout destination and immediately withdrawing funds.
Changing the general platform waiting-period setting does not necessarily change a deadline already assigned to an existing payout account.
Re-selecting a previously verified payout account may start a fresh waiting period.
8. Withdrawal Processing Modes
Manual processing
A withdrawal may be reviewed and paid by an administrator after the request is submitted.
Automatic processing
An eligible withdrawal may be queued and submitted automatically.
The current payout mode is displayed on the withdrawal page
9. Withdrawal Statuses
Pending
The request has been created but processing has not been completed.
Approved
The request has passed the required review and may be awaiting payment.
Processing
Transfer processing has started.
Paid
The transfer has been confirmed as successful.
Failed
The transfer could not be completed. Investigation, retry or wallet reversal may follow.
Rejected
The request was declined after review. A reason may be displayed.
Cancelled
The request was cancelled before payment was committed, and the reserved amount may be returned to the wallet.
10. Automatic Transfer Processing
Automatic transfers may be processed automatically
Sellers must not submit repeated requests because a transfer confirmation appears delayed.
11. Manual Withdrawal Processing
In manual mode, the withdrawal remains subject to administrative review and payment.
Manual withdrawals are not guaranteed to be completed immediately after submission.
The security waiting period and payout-account readiness requirements may apply to manual withdrawals as well as automatic withdrawals.
12. Cancelling a Withdrawal
A seller may be permitted to cancel a pending withdrawal only before transfer processing has been committed.
13. Failed, Rejected or Uncertain Transfers
A failed withdrawal does not always mean that the transfer can be submitted again immediately. Check the withdrawal history for the specific reason
14. Changing or Reselecting a Payout Account
Sellers may be allowed to add a new payout account or reselect a previously verified saved account.
15. Security Reviews and Withdrawal Restrictions
Eshop Datamax may delay, restrict or review a withdrawal where there is reasonable concern involving:
- suspected unauthorised account access;
- a recent payout-account change;
- fraudulent or disputed customer payments;
- unusual wallet or withdrawal activity;
- duplicate requests;
- incorrect or mismatched payout information;
- a suspended seller account;
- an unresolved financial reconciliation issue; or
- a lawful investigation or security requirement.
Additional identity, transaction or account evidence may be requested before the restriction is removed.
Serious fraud or security concerns may result in immediate account restriction without prior notice.
16. Withdrawal Support and Disputes
Sellers should review the withdrawal status, timeline, payout destination and displayed failure reason before contacting support.
A support request should include:
- the withdrawal reference or record ID;
- the amount;
- the payout network and number;
- the date and approximate time;
- the displayed status; and
- a clear description of the issue.
Passwords, one-time codes and other security credentials must never be sent to support.
Privacy or personal-data concerns may be submitted to:
Changes to This Policy
Eshop Datamax may update this policy when wallet rules, withdrawal limits, security controls, payment providers, processing modes or operational requirements change.