Your sales payments may be blocked. There are several possible reasons for this:
- Payouts are rejected
- Your e-wallet is blocked
It is possible that the bank account details (RIB) provided for a payout differ from those registered during the account creation process at the “Know Your Customer” (KYC) stage.
As a reminder, any change in bank details, especially the RIB, must be compliant (up-to-date and in the company’s name) and verified by our banking institution.
To rectify your situation and unblock your payouts, first verify that the bank details provided are identical to those you submitted when you created your account.
If the problem persists, you can contact us via our contact form.
Your e-wallet may be temporarily blocked for three different reasons:
1. The “Know Your Customer” (KYC) process is not completed
What is KYC?
Once you reach €250 in sales volume on the platform, Rakuten Bank (a European bank) is legally required to ensure customer compliance with anti-corruption legislation and to verify their probity and integrity.
This is also intended to prevent identity theft, tax fraud, money laundering, and the financing of terrorism.
How can I rectify my situation?
Go to your Rakuten account and click on “My KYC documents” in the “Finances” section.
Verify that all requested documents have been provided and validated.
UOnce your documents have been uploaded and sent, a 3-day verification processing period is required before your e-wallet becomes available again.
If one of the documents is non-compliant or invalid, you will be notified via email with a list of the missing or non-compliant documents.
If you encounter any difficulties while updating your documents, please visit the dedicated page by clicking here.
2. Your claim rate is too high
It is possible that your first sales on our platform have been subject to several claims or cancellations. This may also stem from an issue related to counterfeit products that have been detected.
At Rakuten, customer satisfaction is our top priority. We ensure that our buyers have access to service that meets their expectations.
This is why your e-wallet is subject to temporary suspension in the event that your sales claim rate is abnormally high.
If you would like to know more about the various reasons for a blocked payment, request a callback from an E-Commerce Consultant by clicking here.
3. Your monthly invoice payment has been rejected
Here are some examples of reasons for rejection:
- Bank account blocked, deactivated, or closed (the one you provided).
- Insufficient funds in your account.
- Technical reasons (e.g., invalid mandate or bank account not eligible for SEPA direct debit).
How to unblock your direct debits?
To unblock your e-wallet, you must pay the outstanding balance using one of the payment methods below:
By check made payable to Rakuten:
For France, send your check to the following address:
Rakuten France – Service comptabilité – REC PRO – 92, rue Réaumur, 75 002 Paris
By bank transfer:
Contact us at fr-factu.pro@mail.rakuten.com to receive payment instructions.
