This FAQ covers common questions about collections in Subotiz Accounts, including payment sources, processing times, fees, review status, supporting documents, and reconciliation.
Collection Sources and Processing
What types of payments can a Global Account receive?
A Global Account can receive funds from a variety of eligible cross-border sources, including:
- E-commerce platform payouts
- Third-party payment service provider (PSP) payouts
- Developer platform revenue
- Independent website and subscription revenue
- Other eligible cross-border payment sources
Available payment sources depend on your account and the options shown in Subotiz Accounts.
Which third-party payment service providers does a Global Account support?
A Global Account can be linked as a settlement account for supported third-party payment service providers, including but not limited to PayPal, Stripe, Adyen, Worldpay, and Shopify Payments.
Availability depends on your account and the options shown in Subotiz Accounts.
How long does it take for incoming funds to arrive?
Processing times depend on the payment platform, transfer network, sending bank, and any intermediary banks involved.
For funds withdrawn from PayPal or another third-party payment service provider, the timing also depends on the provider's payout processing time. Actual arrival times are subject to processing by the payment service provider and participating banks.
Are there any fees for receiving funds into a Global Account?
Subotiz Accounts does not charge an account opening or service fee for receiving funds into a Global Account.
However, intermediary banks may charge transfer fees while the funds are being processed. These fees are charged by the banking network, not by Subotiz Accounts. The final amount credited to your account reflects any intermediary bank fees that may apply.
If you have questions about applicable fees, contact your account manager for assistance.
Review and Supporting Documents
Why are incoming funds subject to review?
To meet anti-money laundering and other compliance requirements, Subotiz Accounts may review incoming funds to verify the source of funds, transaction details, and fulfillment information.
Why does the collection status remain "Pending"?
A Pending status means the collection is under review and is being processed by the system or compliance team.
The status updates automatically when the review is complete. You do not need to resubmit the collection or take additional action unless requested.
What does "Documents Required" mean?
Documents Required means additional supporting documents are needed before the review can continue.
Upload the requested documents according to the on-screen instructions. These may include:
- Payment records
- Order records
- Proof of fulfillment
Once the required documents are submitted, the collection will return to the review process.
For detailed instructions, see Collection | Submit Supporting Documents.
What can I submit if my business does not have shipping tracking numbers?
If your business does not involve physical shipments, such as a SaaS or digital product business, you can provide other documents that demonstrate fulfillment, including:
- Service delivery records
- Account activation records
- Subscription activation records
- Screenshots showing digital product delivery
- Store transaction records
- Customer confirmation records
Upload the documents requested on the page to complete the review.
What does a "Rejected" collection status mean?
Rejected means the collection did not pass review and the funds were not credited to your account balance.
The next steps may vary depending on the transaction. Contact your account manager through the dashboard if you need more information about the reason for rejection or available next steps.
Reconciliation and Records
Why are the Collection Amount and Incoming Amount different?
Subotiz Accounts does not charge a fee for receiving funds. However, intermediary banks may charge transfer fees while the funds are being processed.
If an intermediary bank fee applies, the final Collection Amount may differ from the original Incoming Amount. Refer to the collection details page for the final amount credited to your account.
Are funds available to use once the status shows "Success"?
Yes. When the collection status changes to Success, the funds have completed review and settlement and have been credited to the corresponding currency balance.
You can then use the available balance for foreign exchange, global payouts, CNY settlement, or other supported Subotiz Accounts services.
Why do some fields display "--"?
When a collection is still being processed, some settlement details may not yet be available and will temporarily display as "--".
The affected fields update automatically when processing is complete.
Can I delete or hide historical collection records?
No. Historical collection records cannot be deleted, modified, or hidden because they are retained for financial auditing, compliance, and transaction traceability.
All collection records remain available for future reconciliation and reference.