How long will it take to validate my identification and utility bill?
up to 24 hours
Why is Stripe asking me for Company documents and a Company Number?
The reason for this is you have not set your business type correctly in the Business Settings. It should be set as Individual/Sole Trader as follows Choosing "Individual/Sole Trader" also streamlines the process by reducing documentation requirements, leading to faster approvals for your Stripe account.
How will I know if they are accepted or rejected?
You will receive an email from Stripe.
What if I don't provide the details?
You may accept live charges, but may be unable to receive payouts until we verify your information.
Why does Stripe need these details?
Regularly updating information about your account helps us protect against fraud and money laundering. These requirements come from “Know Your Customer” (KYC) obligations from regulators and our financial partners.
Is there a time limit when refunds can be processed?
Let’s say someone completes membership in May for the upcoming season which starts in September and then in October decides it’s not for them – can we still process this refund? Refunds can be issued at any stage - In the event you issue a refund to a customer that results in a negative Stripe balance, the refund will show as “pending.” The refund will not be sent to your customer until your balance is repaid and brought back into the positive and the full refund amount is available (either from new charges that increase the balance on your account, or from a wire transfer to Stripe). In the event a charge with a “pending” refund is disputed by the cardholder’s bank, the refund will fail and a dispute will be created. To avoid this, we recommend you pay into your account balance to bring it back into the positive as soon as possible so that refunds are successfully submitted to the card networks and you are protected from disputes.
What is the importance of a statement descriptor in Stripe?
Statement descriptors explain charges or payments on bank statements. Using clear and accurate statement descriptors can reduce chargebacks and disputes. Banks and card networks require the inclusion of certain types of information that help customers understand their statements, and statement descriptors provide this information. The statement descriptor is defined when you create your Stripe account.
What information appears on the Payers bank statement - Statement Descriptor?
Depending on whether the payer is paying in full or via subscription (instalments) the statement descriptor differs:
Full Payment Statement info: CZ* [ClubName] example: For club called Bedrock
CZ* Bedrock FC
CZ* Bedrock FC SixmilebridgeIR
Partial Payment (Instalments): CZ* [Clubs Stripe Account Statement Descriptor] CZ* Bedrock FC where Bedrock FC is what appears on the clubs Statement Descriptor.
Note: Sometime the ClubZap business address (Sixmilebridge) may appear on a bank statement for Full payments while the club name appears for the instalment payments.
The max length of the statement descriptor is 22 characters.
Will Stripe ever contact me to verify my identification?
Yes - Stripe will contact you at certain times to validate your identification and ensure its up to date. The email source and content is similar to this screenshot.
How will I know if My Stripe account is Deactivated or needs maintenance?
When you login to the ClubZap admin portal clubzap.com/signin if your account needs action whish will be highlighted as follows
Will Stripe ever contact me to update my account information?
Yes, support@stripe.com may email the person who created your Stripe account to verify their identity after certain time periods or when thresholds are reached on payment processing on your account. The email is similar to below and when you click on the Update your Information button you can start the process of completing the required task.
Why does my banking app show the wrong club name for a ClubZap payment?
ClubZap uses Stripe to process payments on behalf of clubs. Occasionally, a club member may notice that their banking app (such as Revolut or another bank's app) displays a different club name than the club they actually paid through ClubZap.
In most cases, this does not mean the payment has been processed incorrectly.
Many banks and card issuers display a customer-friendly merchant name (sometimes called a friendly descriptor or soft descriptor) instead of the payment descriptor that is sent with the card transaction by Stripe. Some banking apps may also display a merchant logo or image alongside the transaction.
These names and images are generated by the bank or card issuer, not by Stripe or ClubZap.
Banks use a variety of information to decide which merchant name to display, and each bank has its own systems for doing this. In some cases, they may incorrectly associate a payment with another club that has previously processed payments through ClubZap. This can result in the wrong club name appearing in the banking app, even though the payment itself has been correctly processed by Stripe.
This behaviour varies between banks and even between different card issuers, so not all members will see the same information for the same type of transaction.
Neither ClubZap or Stripe have control over how banks and card issuers display these merchant names or logos. If ClubZap & Stripe have correctly submitted the transaction information, any incorrect merchant name shown in a banking app must be corrected by the card issuer or bank, as it is caused by their internal merchant mapping.
If a member has any doubt about a payment, they should contact their club or ClubZap Support with the payment details. We can verify that the payment was processed correctly and confirm the club that received the funds.