Stripe

Support

Big Cartel

Are you a Big Cartel customer using Stripe for payments? If so, you’ve come to the right place.

Getting Started

In the Account area of your Big Cartel admin, click Edit your payment options and click Connect next to Stripe. From there you’ll either follow the on screen steps to set up a new Stripe account, or log in to an existing account to link it to your Big Cartel checkout. That’s it!

Bank Payouts (Receiving money into your bank account)

Once you set up your bank account with Stripe, we’ll automatically deposit funds to your account when they become available.

How long does it take for the money to get to my account?

After you’ve received your first order, your first payout on Stripe will initiate and post to your account within 7 days. Payout schedules depend on the country you’re based in. You can see a full list here.

How do I change the bank account where money is deposited?

You can update these details at any time in the payout settings of your Stripe account dashboard.

I think my funds should have arrived by now

The exact timing of the money reaching your account can depend on a number of factors. On occasion, banks can take 2-3 additional days to post the funds to your account. You can see a full list of possible payout failure states here.

I’d like to know more about payouts

We’d recommend these links:

Disputes

A dispute occurs when a customer challenges a charge with their bank or credit card company. Disputes (also known as chargebacks) are often the result of fraudulent charges made by stolen credit cards or card numbers.

What do I do if I’ve received a dispute?

You want to submit evidence in your favor, which can be done through your dashboard. The dashboard has a step by step guide, but you’ll want to tailor your evidence to the type of dispute.

I’d like to know more about disputes

We’d recommend these links:

Fraud

Accepting payments online opens your business up to a global market, but it does bring it with a greater risk of fraud.

How do I know if an order is fraudulent?

Stripe provides Radar, a proprietary set of tools to help you fight fraud. You can read more on how Radar works here. Radar helps you to understand your risk profile as a business, and prevent fraud over time. However, since you possess the most information about your customers, you’re actually best equipped to determine whether a particular purchase is potentially fraudulent. With that, there are some common things to look out for.

I’d like to know more about fraud

We’d recommend these links:

Identity Verification

Why do I need to provide an ID/personal information to Stripe?

Part of our responsibilities to our financial partners involves verifying your identity and confirming the legitimacy of your business. You can read more on that here.

We do not use this information for any other purposes, and we take your privacy and the security of your data very seriously. You can read about our security and privacy policy.

Accessing my Stripe Account

Stripe accounts are accessed with an email address, password, and two factor authentication (optional).

I forgot my password.

You can reset it at this link.

I’m having an issue with two factor authentication.

If you’ve enabled two factor authentication, but no longer have access to it, we have a troubleshooting guide here.

I have (or would like to have) more than one Stripe account.

We generally recommend one Stripe account per business. Linking and managing multiple accounts is possible, though, and you can see how here.

I’d like to know more

We’d recommend this link:

Refunds

We submit refund requests to your customer’s bank immediately. Your customer sees the refund as a credit approximately 5-10 business days later, depending upon their bank. Some refunds—those issued shortly after the original charge—appear in the form of a reversal instead of a refund. In the case of a reversal, the original charge drops off the customer’s statement, and a separate credit is not issued. Once issued, a refund cannot be canceled.

How do I issue a refund?

Click the ‘View in Stripe’ link in any Big Cartel order you want to refund. From there, click the ‘…’ icon to the right of the charge and select Refund payment from the menu that appears. You can choose a full or partial refund, and select a reason for the refund before submitting it.

Payment Issues

Payments can fail or be declined for a number of reasons, and it’s understandably frustrating when they represent a loss of legitimate business. However, certain failures are actually preventative measures working in your favour to minimize the possibility of a fraudulent payment, that otherwise could result in a dispute.

Where can I view Stripe payments made through my Big Cartel store?

Click the ‘View in Stripe’ link for any order in your Big Cartel admin and you’ll be taken to the transaction details in your Stripe dashboard.

Why was a customer’s card declined?

You can read about the main types of declines and ways to tackle them here.

My customers see an error at checkout that says “live charges cannot be accepted.” What does this mean?

If you see this error, it may be the case that your business is under review. It’s worth logging in to your Stripe account to see if some information is required from you to help the process along. You can learn more about which businesses are prohibited, and why some aren’t allowed at:

Who can I reach out to if I have a question?

That’s ok! Here’s a general breakdown of who to contact for what issue.

Big Cartel

Big Cartel Support can help you with anything that requires logging into your Big Cartel site. Common questions include:

  • How to connect a different Stripe account to your Big Cartel shop for collecting payments
  • How to view order details in your Big Cartel account

Stripe

You can reach out to Stripe for questions around bank payouts, fraud, declines, disputes, and general payments processing. In order to make sure we can answer you as effectively as possible, please do the following:

  • Ensure you’re logged in before contacting us: you’ll be prompted to do so on our contact page.
  • Include as much information as possible (charge IDs like chXXX and payout IDs like poXXX)
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