Frequently Asked Questions

What will show on my customers' credit card statements?

The business name you enter when setting up your Stripe account will be shown on your customer's statements.  Power Diary's name will not appear anywhere.

How to I receive my payment "Payouts"?

Payments processed via your Stripe account (minus any transaction fees) will be paid directly to your nominated bank account by Stripe.  We do not hold or have access to your money at any time. Processed payments are transferred to your account based on Stripe's Payout guidelines which vary depending on your country. As an example in the USA and Australia, Payouts are typically made within two business days of the transaction. Full details of this can be found here.

How are integrated payments through Stripe different to a physical credit card terminal?

Stripe is a platform specifically designed to be able to legally, safely and securely process credit card transactions in an online environment where the card is not (always) present. Using our integration with Stripe will only incur a per-transaction fee, whereas physical credit card terminals will typically have a monthly rental charge plus per-transaction fees. Additionally, the contract for physical terminals specifies that only 'card present' transactions should be processed. Manually processing credit cards via these terminals when the card is not present (i.e. the card is provided over the phone) is considered a violation of the contract and can result in penalties.  With Power Diary's integration with Stripe you'll never have to worry about these issues again.

What if a customer disputes a transaction?

All disputes are handled through Stripe. Here is some information from Stripe's website of what to do once you’ve been notified of a dispute. You have a few options:

  • If you have contact details for the customer, you can get in touch with them to understand the reason for the dispute. It’s possible (maybe even likely) that the customer simply did not recognise the transaction; contacting them can often help resolve the issue quickly. If the dispute is the result of a misunderstanding, the customer can ask their bank to withdraw the dispute. Even if your customer withdraws, it’s still important to provide evidence in the case.
  • You can respond to the dispute. To do this, simply visit the dispute’s page (at the URL Stripe emails to you) and provide evidence appropriate for the dispute category. You can also submit evidence via the API. Stripe will guide you through the appropriate evidence to provide depending on the type of dispute. Stripe will also submit any information you can provide to your customer’s credit card company and keep you posted afterwards.
  • You can accept the dispute — effectively agreeing to the bank’s refund of the transaction. You should always perform this action if you do not intend to respond and submit evidence.

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