How to guide for sellers and authorised users

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NAB Escrow Portal – tutorial video

Watch how to use the NAB Escrow Portal to easily manage client payments. | View transcript (TXT, 8KB)

NAB Ecrow User Guide (PDF, 1.3MB)

Logging in for the first time

1. Go to the NAB Escrow – Seller page and select Sign in.

2. Select Forgot your password?

3. Enter the username given in your welcome email (it should be the email address you used to register).

4. Follow the instructions to set up your password.

Creating a matter

1. In the Dashboard, select +Create then Create matter.

2. Name the matter in a way that will make sense to you and your client. The matter name should be an accurate description of the services being provided to your client.

3. You can also enter notes for your personal reference.

Inviting a client (buyer)

1. In the Dashboard, select +Create then Create client.

2. Select the matter you want to invite the client to.

3. Enter your client’s details.

Note: The named client (buyer) will be sent an invitation email to register to the NAB Escrow Service.

To invite clients who are business entities, you must provide the contact details of an authorised representative of the business. This must be a director of a company or partner of a partnership.

Please refer to the eligibility criteria for buyers prior to inviting them to use the NAB Escrow Service.

What happens next

Your client will be invited to register to the NAB Escrow Service.
They’ll need to complete and submit a buyer application form. The application form varies depending on entity type of the buyer. You can view a copy of the forms on our NAB Escrow for buyers (clients) page.
When the client has successfully registered, you’ll both be notified by email.
You can then ask your client to make a deposit into the escrow account through the platform.
Note: Remind your client to keep their contact details up-to-date so they receive all escrow notifications.

Creating a deposit request

1. In the Dashboard, select +Create, select Deposit and then Create request.

2. Select the matter and client and follow the steps.

What happens next

Your client will receive an email with instructions on how to make the deposit.
You and your client will receive a confirmation email once we receive the deposit into the escrow account.
The funds will be held securely until a payment release request or refund request is raised.
Note: Your client should not make a deposit into the escrow account until a request has been submitted by you.

Example of deposit request email

How a client can use mobile banking to make a deposit

Creating a payment release request

1. In the Dashboard, select +Create, select Payment release and then Create request.

2. Select the matter and client and follow the steps.

3. When choosing the due date, the next five business days in the calendar cannot be selected. This is to give your client the opportunity to raise a dispute.

What happens next

Your client will receive an email with the payment release request details and instructions on how to raise a dispute.
Your client will be given five business days (or longer if specified by you) to raise a dispute.
If a dispute is not raised by 5pm (AEST/AEDT) on the business day before the payment release date in the email, the funds will be released to your nominated bank account.
You and your client will receive a confirmation email once the payment has gone through.

Escrow disputes

1. If an escrow dispute is raised by you or your client, you’ll both be notified by email.

2. You can check on its status anytime based on the dispute flag indicator in the Dashboard.

What happens next

When a dispute is raised, we’ll place a hold on any release of funds until we receive written notice from you and your client confirming the dispute has been resolved.
Please refer to the NAB Escrow Service Product Information Booklet and Terms and Conditions for more information.
When you and your client confirm the dispute is resolved, you’ll need to notify us of any changes to the original payment release request or refund request.

Creating a refund request

You or your client may request a refund by contacting the NAB Escrow team.
You’ll have five business days to dispute the refund.
If you don’t dispute this by 5pm (AEST/AEDT) on the business day before the refund release date in the email, the funds will be returned to your client.
If a dispute is raised, NAB will place a hold on any release of funds until we receive written notice from you and your client confirming the dispute has been resolved.
You and your client will receive a confirmation email once the refund has gone through.