This FAQ answers common questions about collection records, review status, and settlement details in Subotiz Accounts. Refer to the relevant section for the information you need.
Collection Sources and Processing
What collection sources does the Global Account support?
The Global Account supports receiving funds from a variety of compliant cross-border payment sources, including:
- E-commerce platform payouts
- PSP payouts
- Developer platform revenue
- Independent site and subscription business revenue
- Other cross-border collection scenarios that meet regulatory requirements
Available options depend on what is supported for your account and displayed in Subotiz Accounts.
Which third-party payment service providers does the Global Account support?
The Global Account supports linking multiple mainstream third-party payment service providers as settlement accounts, 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 typically take for collected funds to arrive?
Processing time depends on the transfer network used by the payer, the paying bank, and any intermediary banks. Times vary across collection scenarios and are subject to the actual credited result. If funds have not arrived after an extended period, contact the account manager and provide proof of payment to assist with investigation.
Review and Supporting Documents
Why does a collection require review?
To meet anti-money laundering and related compliance requirements, the system reviews funds entering the Global Account to verify the source of funds, transaction details, and fulfillment status.
Why does the collection status remain "Pending"?
Pending means the collection has entered the review process and the system or compliance team is processing the funds. The status updates automatically once review is complete — no resubmission or additional action is required.
What does "Documents Required" mean on a collection?
Documents Required means the collection needs additional supporting documents before review can continue. Upload the relevant materials as prompted — for example, payment records, order records, or proof of fulfillment. Once submitted, the collection re-enters the review process. For detailed steps, see Collection | Submit Supporting Documents.
The business has no shipping tracking number (e.g., SaaS or digital products). What documents can be submitted?
For businesses without physical shipments, provide alternative documents that demonstrate fulfillment, such as:
- Service delivery records
- Account activation records
- Subscription activation records
- Screenshots of digital product delivery
- Store transaction records
- Customer confirmation records
Upload the appropriate materials as prompted to complete review.
What does a collection status of "Rejected" mean?
Rejected means the collection did not pass review and the funds were not credited to the account balance. The handling process may vary depending on the collection scenario. To understand the reason or confirm next steps, contact support through the dashboard.
Reconciliation and Records
Why is the Collection Amount different from the Incoming Amount?
The Collection Amount is the final amount credited to your account balance after applicable fees are deducted. As a result, it may be lower than the Incoming Amount. Refer to the collection details page for the final settlement amount.
Once the status shows "Success," are the funds available to use?
Yes. When a collection status changes to Success, the funds have completed review and settlement and are credited to the corresponding currency balance. Merchants can use the funds for foreign exchange conversion, global payments, or RMB settlement based on business needs.
Why do some fields display "--"?
When a collection is still being processed, certain settlement information has not yet been generated and the system temporarily displays "--". Affected fields update automatically once review is complete.
Can historical collection records be deleted or hidden?
No. To meet financial audit, compliance oversight, and fund traceability requirements, the system does not support deleting, modifying, or hiding historical collection records. All records are retained for future reconciliation and reference.