Refund clawback rules
Refund inside holdback → pending commission cancelled (no debit needed). Refund after holdback → wallet debited via `adjustment` entry. Can run to negative balance, recouped from next earnings.
Clawback timing
| When refund happens | Effect |
|---|---|
| Inside holdback (commission still Pending) | Pending entry cancelled, no debit |
| After holdback (commission already Available) | Wallet debited; may go negative |
| Inside holdback but commission already withdrawn (rare) | Wallet debited; debt holds against future earnings |
Partial refunds
If the customer refunds part of an order, we reverse the proportional commission. A 30% partial refund reverses 30% of the commission.
Negative balance
If clawback exceeds your current balance, your wallet runs negative. New incoming earnings clear the debt before becoming spendable. You don’t owe Keepface cash, only future earnings cover it.
Disputes
If you believe a clawback is unjustified (e.g. the refund was fraudulent on the customer’s side), open a dispute through support. We review the Shopify or postback evidence and reverse the clawback if it was bad-faith.
Velocity protection
If a single brand has unusually high refund rate (>30%), we pause clawbacks pending investigation, protects you from a malicious brand gaming the system.