This article only applies to pros using our booking platform to run their business and process payments. This does not apply to marketing services we offer.
Adding funds for Refunds
How Refund Top-Ups Are Calculated
If you have scheduled payouts, processing payments, or reserve funds, they are automatically applied to reduce the amount you need to add.
Example calculation:
$100 Refund Amount
- $20 Scheduled payout
- $20 Processing payment
- $10 Reserve funds
---------------------------
$50 Top-Up Needed
Issuing a Refund and Adding Funds
You can issue refunds and add funds from your Talo Payments account on desktop or through the Talo mobile app.
Go to Sales > Orders in your dashboard — or open an order directly from any booking or transaction.
Click the Order you want to open.
Click Actions at the bottom.
Select Refund Order.
Choose the item(s) to refund or enter a custom refund amount and reason (optional).
Click Issue Refund.
If your balance is insufficient, it will be automatically debited from your payment method on file.
Once your added funds are processed, the refund is automatically issued to your customer.
Refunds typically appear on the customer’s statement within 3–5 business days.
Covering a Negative Balance
If your Talo Payments account shows a negative balance, you will need to add funds to bring it back to a positive balance.
If you use grouped payment methods, and only one group is negative, you must still add funds to cover that specific group. Funds cannot be transferred between groups.
Why a Negative Balance Happens
A negative balance can occur when:
You issue a refund after the payout for that payment has already been sent.
A customer files a chargeback and the funds are reversed.
If you have enough processing payments or reserve funds, they will be applied automatically to reduce the negative amount.
If there’s still a shortfall, you’ll see a negative balance notification.
If your balance is insufficient, it will be automatically debited from your payment method on file (e.g. credit or debit card).
Important Notes
It may take up to 7 business days for added funds to process and for your Talo Payments dashboard to update.
You cannot top up a negative balance for PayPal via Talo Payments.
To return that group to a positive balance, you must receive new PayPal transactions.If you have multiple payment method groups, each group manages its own balance. Funds cannot be transferred between groups to cover a negative balance.