Stripe FAQ

How do I connect my bank account?

Please use this article to connect your bank to Stripe

Will ACH transfers be done in bulk or in smaller transactions?

Each night, Tableside Order & Pay's software does the accounting for that day's sales. It then schedules a transfer from Tableside Order & Pay's Stripe account to the restaurant's Stripe account. The transfer contains the day's credit card charges, minus the card processing fees and Tableside Order & Pay's fees. The Transfers Breakdown explains the components of each transfer and shows its scheduled date.

The date of the transfer will be the date that the credit card charges clear. This is typically 2 or 3 business days, depending on the card. Usually, U.S. cards are 2 days and European cards are 3 days. Restaurants with a lot of tourist traffic will typically see two separate transfers per day -- one for each type of card.

If it's preferable to have fewer, larger bank transfers, the transfer from Stripe to the external account can optionally be done weekly or even monthly.

You can find more info on Stripes Payouts here.

Why is my payout delayed?

If there has been a delay in your Stripe payout, please check that all aspects of your Stripe Dashboard and email associated with the account are verified. Unverified account information can stall payouts.

You can find more info on delayed Stripe payouts here.

How long would it take a refund to hit a guest's account?

You can refund non-disputed payments to your customers using the Stripe API or directly from the Stripe Dashboard.

Stripe submits refunds to your customer’s bank immediately. Depending on the bank's processing time, it can take anywhere from 5-10 business days to show up on your customer’s bank account.

You can find more info on Stripe's refund handling here.

A customer has disputed a charge, what are my next steps?

When a dispute is opened by a customer with their bank, the following events occur (in order):

1. The customer’s bank notifies Stripe of the dispute.
2. The bank automatically deducts the disputed amount and a dispute processing fee from Stripe.
3. Stripe removes the funds from the merchant’s Stripe account balance to cover the dispute deduction.

Once the dispute is opened and the funds have been deducted, Tableside Order & Pay automatically fights the dispute. You can find more on Stripes Disputes here.

When does a patron charge get paid out to a Tableside Order & Pay customer’s Stripe account (bar, restaurant, hotel)?

Typically 4-6 business days total. The guest's CC is charged immediately upon order. It takes 2-3 business days for card charges to clear, and then typically 2 more days for the ACH.

What if I have an existing Stripe account?

If you have an existing Stripe account you will still need to create a new Stripe Connect account. This will allow Tableside Order & Pay to distribute payments to your business at set intervals.

You cannot use the same email address as an existing Stripe account to create a new account. You will need to either create a new email or use an email alias.

What information is used to verify payments through Stripe?

Address verification (AVS) checks two pieces of information, the postal code, and the billing street address. AVS checks determine whether this information matches the billing address on file with the card issuer. 

Stripe Radar includes a rule to block any payments that fail postal code verification, which you can enable or disable within the Stripe Dashboard. 

If enabled, these address checks can fail on legitimate payments in some situations. For example, a customer entering their address incorrectly or moving and not updating their address with the card issuer could cause the address check to fail. 

Support for both types of AVS checks varies by country and card issuer (for example, certain countries don’t use a postal code or some card issuers don’t support street address verification). However, street address verification is commonly supported for cards issued in the United States, Canada, and the United Kingdom.

For any additional questions or assistance with your Stripe account, please contact our Support Team at [e-mail].