What happens if a seller cancels?

What changes when a seller cancels?

Commission only comes from real payments. Once a seller stops paying Merchavio after cancelling, no new commission arises from them. That applies to the plan share and to the share of the fees.

The commission on what they paid up to then stays yours. It becomes available after the hold period as usual. Your other sellers are not affected. In the list of your sellers in your Shopspotter area, the status shows whether a seller is still paying.

What happens if a seller’s payment is reversed?

This is about the seller’s payments to Merchavio, for their plan and the fees on their sales. If such a payment doesn’t stay with Merchavio, the commission on it doesn’t stay with you either. There are three cases:

• Refund: Merchavio pays a payment back to the seller, for example a month of their plan.
• Chargeback: the payment is pulled back through the bank or card provider.
• Failed payment: the money from a payment never actually reaches Merchavio.

In all three cases, the commission on that payment is reversed. An example: if a month of the Growth plan is refunded, the €12.25 commission on it is reversed (prices as of October 2026). If necessary, the amount is offset against your future commission or reclaimed.

And if a seller refunds a buyer?

That is not one of these cases. If a seller refunds a buyer’s purchase, Merchavio keeps the fee on that sale, as Merchavio’s seller terms state. Your commission on it therefore stays. It is only reversed if Merchavio itself pays the fee back, for example because the refund is due to a platform error.

How the hold period fits in

Commission only becomes available at the earliest 30 days after the end of the month in which it arose. This hold period exists because of cases like these. If a payment is reversed only after the commission on it has been paid out, the amount is offset against your future commission or reclaimed. How the hold period works is explained in when commission is paid out.

What if a seller only changes plan?

Moving to a smaller plan is not a cancellation. The seller keeps paying, just less, and your share of the plan gets smaller. If they move from Scale to Starter at Merchavio, for example, your base drops from €32.25 to €4.75 a month.

The fee per sale, on the other hand, is higher on the smaller plan. On a sale at €50, your share of it rises from €0.24 to €0.30. Commission always follows what the seller actually pays (prices as of October 2026). All plans side by side are in how the commission is calculated.

Does the seller stay assigned to you?

The assignment is tied to the seller’s account. Every account belongs to exactly one Shopspotter, and the assignment is never moved to another Shopspotter afterwards. A cancellation does not change that. Commission arises from every payment that an account assigned to you makes to Merchavio, as long as you take part.

What can you do if a seller wants to stop?

If you know the seller through your work, you can talk to them as you normally would: listen to what isn’t working and help with specific questions, such as setup, their offer or marketing. Whether they stay is their decision. This kind of support is voluntary, and you can charge your own fees for it. How to do it well is covered in supporting your sellers.

Two rules apply:

• You use the details about your sellers in your Shopspotter area only to check your statements. You don’t pass them on and don’t use them for advertising.
• You only pass on discount codes for Merchavio if Merchavio has provided them to you in text form. You quote Merchavio’s prices and promotions only as they appear on merchavio.com.

What’s next?

How long commission runs for sellers who stay is explained in how long you receive commission. Which sellers suit Merchavio is covered in which sellers are a good fit.