Payments & Stripe

Who pays the payment processor fees?
Payment processor (Stripe) fees, such as transaction costs, are paid by you. If you have operated your business for some time, you are likely already famili...
Wed, 15 Nov, 2023 at 5:59 PM
Customer order details are not showing
When a customer buys a voucher from you, your Partner Account usually updates to display the transaction details within a matter of seconds. However, someti...
Mon, 15 Jan, 2024 at 2:28 PM
Why do customer cards keep getting declined?
Please look at your Stripe account to see what information is displayed, in order to understand the cause. If there is something wrong, aside from typical c...
Mon, 31 Oct, 2022 at 7:33 PM
Can I refund vouchers from Stripe?
Yes, although we advise you to refund vouchers from your Partner Account on Steppr instead. This is because changes made within Stripe, such as refunds ...
Mon, 31 Oct, 2022 at 7:38 PM
Why doesn't Stripe match my Partner Account?
Stripe may show different payment information than your Partner Account on Steppr (in both your Dashboard and Payments tabs). This is why we state on your P...
Wed, 30 Nov, 2022 at 7:18 PM
Stripe account disconnected. To connect a new Stripe account, you need to create a new account on Steppr.
If the "Connect Stripe Account" button is showing "Stripe account disconnected. To connect a new Stripe account, you need to create a new acc...
Tue, 1 Nov, 2022 at 9:46 AM
How does a voucher redemption appear on Shopify?
The redemption will appear as a discount (discount code) towards a purchase on your website. For example, if a customer has previously bought a £20 vouc...
Mon, 10 Jul, 2023 at 10:54 AM
Customer has contacted me with an order issue
If a customer has an order issue, the best thing to do is ask them for the order ID they received in the purchase confirmation email, as well as the purchas...
Thu, 16 Nov, 2023 at 6:17 PM
I have further questions about Stripe
Please see their help pages.
Wed, 30 Nov, 2022 at 11:27 AM
Some customer names aren't showing
This is likely because that customer signed up via google or apple. In this case, a name is not requested by Steppr, only an email address and password.
Tue, 28 Nov, 2023 at 2:55 PM