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Payouts, refunds and disputes

Money reaches your bank on Stripe's payout schedule. Refund ticket and shop orders from /manage/payouts. If a buyer or donor disputes a charge, the money is held back until the dispute is settled.

Gifts, tickets and shop sales are paid into your organization's Stripe account, and Stripe sends them to your bank on its regular payout schedule. You see payouts, refund orders and track disputes from /manage/payouts.

See your payouts

  1. Go to /manage/payouts and choose your organization.
  2. Scroll to Payout history. Each payout shows its amount, the date it arrives and its status. If a payout fails, the reason is shown with it.
  3. For the full picture, click Open Stripe dashboard.

To change the bank account payouts go to, update it in your Stripe dashboard.

Refund a ticket or shop order

  1. On /manage/payouts, find the order under Orders to fulfil.
  2. Click Refund.
  3. Check Amount (USD). It starts at the full amount still refundable; lower it for a partial refund. Add a Reason (optional) if you like.
  4. Click Refund and the amount to confirm.

Every refund, including any made in your Stripe dashboard, is listed under Refunds.

The buyer gets their money back on their card. The platform fee on that order is returned to you in proportion to the amount refunded. A full refund of a ticket cancels the registration and frees the seat, and a full refund of a digital product stops the download. See /help/admins/refund-a-ticket and /help/admins/fulfill-shop-orders for details.

Owners, admins and managers of the selling organization can refund.

Refund a gift

Gifts can't be refunded from Christian.com. If you need to refund a gift, contact us through /help and we'll help.

Disputes

If a buyer or donor disputes a charge with their bank:

  • The money for that charge is held back from your organization while the dispute is open.
  • If you win, it's paid back to you.
  • If you lose, it stays with the buyer. A disputed ticket or product stops working for the buyer.

This applies to gifts as well as sales. Stripe may ask you for evidence, which you can send from your Stripe dashboard.

Good to know

  • Payout timing is set by Stripe, not Christian.com. Your first payout can take longer while Stripe finishes checks.
  • If Stripe pauses payouts, the Stripe payout account card shows what Stripe needs (see /help/admins/connect-stripe).

Still need help?

If this did not answer your question, write to us.