At checkout the customer enters their card details or pays with Apple Pay or Google Pay. The card details are processed by Stripe; your shop never sees or stores them.
What happens when a customer pays
When the payment succeeds, the shop creates the invoice automatically. The order gets the status Processing, so you do not need to invoice it by hand.
Pack and ship the parcel as usual (order workflow).
If the payment fails, either no order is created or the order stays in the Pending status without an invoice. Do not ship such an order.
Refunding money
Sales › Invoices
Open the invoice, click Credit Memo and then Refund. The money goes back to the customer's card. In detail: Credit memos and refunds.
Stripe dashboard
Log in at dashboard.stripe.com with your Stripe account. There you will find:
- Payments - all payments; search by order number or the customer's email address,
- Balances › Payouts - payouts to your bank account (usually within a few working days),
- Disputes - chargebacks customers have raised with their bank; reply within the deadline Stripe gives you.
Common problems
The customer says they paid, but there is no order
Look up the payment in Stripe by the customer's email address. If the payment succeeded but there is no order, write to us with the time of purchase; do not ship anything until then.
The card was declined
The decline comes from the customer's bank (insufficient funds, 3D Secure not confirmed). The customer should try again or use a different card.