My credit card appears to have been charged by Stripe
Go to our charge lookup page, and enter your payment information to find and contact the merchant who charged you.
Why is there an extra $1.00 charge on my customer's statement?
If a card is being stored so that it can be charged later, we send a request to the bank for a $0 or a $1 authorization for verification. Then, we reverse our authorization request immediately. It can take a bank anywhere from a few minutes to a few weeks for the charge to be removed.
Why is there a charge from Stripe on my American Express?
If you make a purchase from a merchant that uses Stripe to process payments, your statement may temporarily show “Stripe”. Usually, the name of the merchant will be added within 48 hours.
I want to issue a refund
You can issue a refund either from the API or through the Dashboard. It’s worth noting that, while we issue refunds instantly, it can take up to ten working days for your customers bank to process the refund.
My customer can't find their refund, or the associated card has since been cancelled
In most cases the customers bank will automatically reroute refunds back to your customer, regardless of the card status. Should the refund fail, we’ll automatically adjust your balance and notify you via a webhook.
I want to give a refund to a different card
Refunds can only be sent back to the original card. However, you can still perform the refund via your Dashboard. The customers bank will then attempt to reroute it to your customer’s new card.
Why was my customer's charge declined?
Payments can fail for a variety of reasons. You can see the exact reason for a decline in the Charge object or on the charge detail within the Dashboard.
Why did my customer’s bank decline my payment? Why does the API say this charge was “issuer_declined”?
Payments are declined as a result of the cardholder’s bank not authorizing the charge. Banks don’t always share much insight into their reasoning, but we will surface any information on the Payments section of the dashboard and on the outcome parameter of a charge.
How can I avoid declines?
As a general rule, providing as much information alongside the charge (e.g. CVC and address information) will help avoid potential declines. The link above will provide an indepth guide on how to reduce declines.
- How do I create a charge?
What do I do if the card issuing bank has declined a charge?
We’d recommend asking your customer to contact the card issuing bank directly, as they will be able to assist in finding the source of the decline
- How do I save a card and charge it later?
How do I credit a customer?
Go to your customers list and select the customer. Click on “Update Customer Details” and enter the credit amount into the “Account Balance” field.
How do I send my customer a receipt?
You can send email receipts for any charge or refund through the API or from your Dashboard. You can do this by clicking on “Send receipt” when viewing a payment in your Dashboard.
Why did I receive a text from Stripe saying “Thanks for saving your payment information?”
For websites that use Stripe Checkout to process payments, customers have the ability to use the ‘Remember Me’ feature. If this option is selected and a phone number is entered, a confirmation code will be sent via SMS to that mobile device.
What does the “Remember Me” checkbox on my checkout page do? How do I unenroll in “Remember Me”?
“Remember Me” is a feature that allows customers to save their payment information for future use using a mobile verification process, not unlike two-step verification.