Why does this happen?
SumUp deducts refunds from the not yet paid out balance of your SumUp account. With daily payouts the balance can temporarily be too low — the refund then temporarily fails with NOT_ENOUGH_BALANCE.
What does POSBridge do?
- The refund is stored and gets the status Waiting for balance.
- POSBridge automatically retries it every 15 minutes — for up to 7 days.
- As soon as balance is available again (e.g. through new card payments), the refund is executed automatically.
- The live status is always visible on the order in POS and in the admin under Refunds.
This usually resolves itself during the day: new card payments top up the balance again. You can also trigger the refund manually right away: open the order in Shopify POS (Orders → tap the order) — for waiting refunds the POSBridge block on the order details page shows a Retry button. Alternatively in the POSBridge app under Refunds.
After 7 days without sufficient balance the refund is marked as permanently failed — visible in the dashboard and under Refunds. Resolve the case manually then, e.g. via bank transfer to the customer, or restart the refund once balance has arrived.
