How do I get paid?
After a customer places an order and pays, the payment is held by GatherPlate. Once the order is completed and a 3-day review period passes, the payment becomes eligible for payout.
Payouts are processed via bank transfer by the GatherPlate team. You will see your pending and completed payouts in your vendor dashboard.
What fees are deducted?
The following fees are deducted from each order before payout:
| Fee | Description |
|---|---|
| Processing fee | Your payment provider's processing charge, deducted per order |
| Platform fee | GatherPlate's commission — your current rate is shown in your dashboard |
Your payout includes your item and package charges, your applicable delivery/pickup or on-site travel charge, and the SST on your sale, less the platform and processing fees shown in your payout breakdown. A courier charge collected by GatherPlate for a delivery it arranges is separate and is not part of your payout. Platform-funded voucher discounts are absorbed by GatherPlate and do not reduce your payout.
When do I get paid?
- Orders are marked as completed 2 to 2½ hours after the delivery, pickup or on-site service ends, plus any turnaround buffer set on the package
- Completed orders appear in the admin payout queue
- Final payouts become eligible after the 3-day reporting window from order completion closes, unless a dispute holds them. The GatherPlate team then reviews and processes the bank transfer; eligibility is not confirmation that a transfer has already been made
- You will see the payout reflected in your dashboard once processed
Your refund window
Customers get a full refund if they cancel by 23:59 (Malaysia time) on the date 7 days before the event date, and no refund after that. The deadline is a calendar date — the event's time of day doesn't change it. This 7-day window is the platform default. If your business commits costs further ahead — for example, you import ingredients weeks in advance — GatherPlate can set a longer window for your account. Contact support to request it; your current window is shown in your profile.
What happens if I cancel an order?
If you cancel a confirmed order:
- The customer receives a full refund
- A penalty of 10% of the total order value or RM50, whichever is higher is applied to your account
- Any penalty is accounted for in the payout review. If available funds do not cover it, GatherPlate may arrange repayment or invoice the amount separately
You cannot cancel a confirmed order within 3 days of the scheduled date. Once inside this window, you are expected to fulfil the order. If you genuinely cannot fulfil (e.g. illness, force majeure), contact GatherPlate support and we will handle the cancellation on a case-by-case basis.
Please only cancel orders if absolutely necessary. Frequent cancellations will negatively impact your search ranking and overall visibility on GatherPlate. Like all marketplace platforms, vendor reliability is a key factor in how your listings are ranked — vendors with consistent fulfilment records appear higher in search results and receive more exposure. Repeated cancellations may also result in account review.
What happens if a customer cancels?
When a customer cancels, the refund policy applies based on timing (see the customer cancellation policy). If the customer cancels after the refund deadline (23:59 MYT on the date 7 days before the event, by default), no refund is given and you keep the payout.
What if there's a dispute?
If a customer reports an issue with their order, our support team will investigate. If a refund is warranted, the refund amount is deducted from your payout for that order. We will always contact you before making a decision.