Some of the most common issues that may appear when using Stripe which may not look obvious at a first glance, such as geographical location of your attendees and your business and others.
- Can I sell tickets for attendees across the world or only in specific countries?
- Stripe processes payments from pretty much anywhere in the world. The limitation is that your tickets have to be created in one of these currencies: see here.
- Which country can can I open my Stripe account in?
- The other limitation is that currently as a business you can only setup your Stripe account in one of the 47 countries (however, the Stripe team is constantly working on adding new countries to the list). The list of the countries is here. If you don’t have an account created in one of these countries, you can use Stripe Atlas to incorporate a U.S. company no matter where you are based.
- Are there any limitations for the countries where my Stripe account is open in?
- On top of that, some of Stripe features may not be available in certain countries where your Stripe account is registered. For example in Mexico, India, UAE and Malaysia, Stripe currently doesn’t allow to collect application fees, so Brella has to disable its own fees for customers whose Stripe accounts are registered in one of these countries.
- Are there any limitations on the amount of connected accounts that can be connected to the same Stripe legal entity?
- Yes, Stripe has a limitation on the amount of accounts that can share the same legal entity. Maximum amount of accounts that can be connected to the same legal entity is 20. After that, if you want to connect the 21st account and more, you will be required to add and validate the business details again and will be valid for another 20 connected accounts. A good tip for event organizers who run many events with us is to name their connected accounts in Stripe in a familiar way that will ease the navigation in Stripe - for example [event name 2/20], [event name 3/20] and so on.
- Can my event be public or does it have to be invite-only?
- Event has to be invite-only. The current ticketing implementation works only with invite-only mode.
- Can I ran a totally free event on Brella?
- You can technically run a completely free event by connecting stripe and not really connecting the account. We just need Stripe because that’s how our architecture is built, but we can also change it in the future.
- Are we able to download invoiced in bulk from the system?
- At the moment connected accounts cannot download invoices in bulk. The only way currently is to download invoices for connected accounts one by one.
- Will we be able to customize the sales / invoices / events reports?
- If the question is only about whether you can customize the reports you get from Stripe, then yes, you can. Just click the export option on the right of the tab you are in, and then custom and columns. Here is a list of all the reporting options Stripe has: here. As explained in the article, you can click any tab also, then export option on the right of the tab you are in, and then custom and columns.
- Can we edit the invoice details ourselves? For example, if the client requests to change the name of the company on an invoice that was already issued?
- Yes, but invoices need to be in draft status, once finalized an invoice cannot be edited. If it’s open status, the invoice can be voided and you can create a new one. But if the invoice is in paid status these can no longer be edited or voided. So the answer will be yes, you can make changes to their invoices as long as the changes are made in accordance to how Stripe invoices work: here.
- What happens if we need to issue a refund? How would the fees work in this case? Will the system issue credit notes automatically and will send it to the client?
- Standard accounts will have to issue the refunds on their end, the original Stripe processing fees are not returned when a refund is issued. Platform fees are managed by the platform account and can be returned to the client or not, that's something that needs to be discussed with your customer success or account manager. To automatically issue credit notes on refunds you'll have to issue the refund through a credit note: here. So a payment will be refunded when the credit note is issued. That way you'll have a credit note for each refund. See here also for more step-by-step guide: here.
- I already had a business account/entity created with Stripe before. Why do I need to provide the business information again?
- As part of the “Know Your Customer” (KYC) obligations, Stripe is required to collect and maintain information on all Stripe account users. These requirements come from Stripe's regulators and are intended to prevent abuse of the financial system.
- Every account that is created, regardless if you already had an active account, the business information might be required again.
Besides that, Stripe regularly runs a routine review across all Stripe users, so there’s a chance that you might be asked again to provide the business information in case when Stripe is not able to verify the information on your account. You can refer to this link to read more about KYC obligations: link.
- Are there any transfer fees to transfer the money from Stripe to the clients account besides the regular Stripe fees depending on the payment method for processing payments described here?
- Do the money come through Stripe to their bank account after every purchase, monthly, or at the end of the months, etc? I.e. how often do payouts happen to their account by Stripe?
- So first of all, let's provide context on what’s what.
- Transfer is the movement of funds from the Platform Stripe balance to the connected account Stripe balance.
- Payouts is the movement of funds from the Stripe balance (either platform or connected account Stripe balance) to the bank account.
- We have a Standard Connect account type of integration. For that type of integration, the following happens.
- For transfers: When you have a connected account, it depends on the charge type that your platform is going to use to process the payments. And when the payments are processed, either direct or transfer to a connected account, the funds will become available on their Stripe balance. Clients can’t change or affect the transfers’ schedule.
- For the payouts schedules, Standard Connected accounts can manage it themselves here. However, it also depends on the country’s payout speed and etc. Our current default setting from what I understand is automatically every day that the payouts happen.
Last updated - November 2023
Written by Nikita Salnikov
If you didn't find an answer to your questions, please get in touch with the Support Team here