Why hasn't my customers payment gone through?
Mandatory waiting period on first payout for customers who use Stripe
For Stripe users, there is a mandatory waiting period on your first payout from Stripe per their guidelines. The waiting period for your first successful payment can take 7-14 days while they verify your identity and go through their anti-fraud checklist. This wait for your first payout can be frustrating, but ultimately, this waiting period is to protect everyone from the potential for fraud.
For more information, you can read about their specific guidelines here:
https://support.stripe.com/questions/waiting-period-for-first-payout-on-stripe
How long do ACH payments take to process?
Finix defaults to standard ACH funding timelines. By default, Finix puts in a 5-day delay before ACH Direct Debits can settle and become available for approval.
ACH Direct Debits take longer than credit card payments to move and settle funds. To account for this, Finix creates a delay called an ACH Settlement Delay to accommodate any ACH Returns that could occur.
By default, Finix puts in a 5-day delay before ACH Direct Debits can settle and become available for approval in a Settlement. Please note that it can take 4-10 business days for the buyer's bank to fully process and confirm the debit was successful.
You can learn more about ACH payments here: https://finix.com/resources/blogs/breaking-down-ach-payments-benefits-and-drawbacks
What happens if my customer's card fails?
This can happen due to multiple factors such as the wrong card information being entered, an expired card, or lack of funds. Usually, when a card is declined, the issuing bank will send a reason for the decline so that you and the customer know what steps need to be taken to resolve the issue. For Finix users, you can find card decline reasons in your Finix dashboard under the "Payments" section.
Please note that Candid is not directly involved with card declines or failures, and therefore, we're unable to work as an intermediary to resolve payment failures. Customers are strongly encouraged to contact their issuing bank if they believe their card shouldn't have been declined.
You can read more about our terms of service here: https://app.candidwholesale.com/terms
What if a card payment fails due to an address verification issue?
An address verification failure, or what's commonly known as an "AVS Failure," means that the card's billing zip or postal code does not match the address on file with the customer's bank or credit card issuer.
The two main causes for an address failure are:
- The address on file with the customer's bank or credit card issuer needs to be updated. In this situation, the customer is advised to reach out to their bank directly to resolve the issue.
- The wrong billing zip or postal code was entered for the card. This is the most common issue. In this case, you will need to confirm with the customer that you are using the correct zip or postal code that the issuing bank has on file for the card.
Please Note: The zip code or postal code associated with a customer's billing address can often be different from what they use for their shipping address. Most checking and credit card accounts are registered to the card holder's home or office address and not where they have their orders shipped. For this reason, when there is an AVS failure, we always recommend double checking what zip or postal code is on file with the bank first. The customer should be able to easily find this information by looking at their credit card statement or in their online banking account.
What if the card isn't failing elsewhere?
It's possible that the other payment processor's you have used aren't paying attention to the billing zip or postal code. What is most likely happening is the AVS verification check is failing but the payment goes through anyways but with higher processing fees due to the risk involved. For this reason, it's in your best interest to use the correct billing zip or postal code so that you aren't paying higher than average fees.
Additional support contacts:
Finix users: support@finixpayments.com
Stripe users: https://stripe.com/contact