Payments

Solutions for payment problems and Stripe errors.

Stripe Connect Not Active

"Payment account not configured"

Cause: Stripe Connect setup not completed

Solution:

• Settings → Payments

• Check status

• If "Incomplete": Click "Finish Setup"

• If "Pending": Wait for Stripe verification

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Payments Fail

Guest cannot pay

Common causes:

• Credit card declined
• Insufficient funds
• Card limit reached
• 3D Secure failed

Solution for guest:

• Use different payment method

• Contact bank

• Increase card limit

"Payment processing error"

Solution:

• Check Stripe Connect status

• Ensure support contact is filled

• Settings → Organization → Support Email/Phone

• Open Stripe Dashboard for details

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Refunds

Refund fails

Cause: Insufficient balance on Stripe account

Solution:

• Stripe charges refund from your account
• Ensure sufficient balance available
• Alternatively: Stripe charges from bank account (takes longer)

Guest doesn't receive refund

Normal: 5-10 business days

Solution:

• Check refund status in Bookings

• Stripe Dashboard → Check refunds

• If delay >10 days: Guest should contact bank

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Payouts

Payout delayed

Cause: Stripe verification pending

Solution:

• Open Stripe Dashboard

• Check notifications

• Submit additional documents if required

• For questions: Contact Stripe Support

Payout to wrong account

Solution:

• Stripe Dashboard → Settings → Payouts

• Change bank account

• Next payout goes to new account

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Fees

Unexpected Stripe fees

Normal: ~1.4% + 0.25 CHF per transaction

Additional fees for:

• International cards: +1%
• Currency conversion: +1-2%
• Chargebacks/disputes: 15 CHF

Solution:

• Stripe Dashboard → Reports for detailed breakdown
• For questions: Stripe Support

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Security Deposit

Deposit charged

Normal: Security deposit is only hold, not charge

Problem: Deposit was actually charged

Solution:

• Check in Stripe Dashboard

• If error: Manual refund

• Contact support with Booking ID

Deposit release delayed

Normal: Automatically 7 days after check-out

If delayed:

• Stripe Dashboard → Check authorizations
• Manually release if needed

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Disputes & Chargebacks

Guest filed chargeback

Immediately:

• Email notification from Stripe

• Open Stripe Dashboard

• Upload all relevant documents:

  • Booking confirmation
  • Email communication
  • Check-in/check-out confirmation
  • Cancellation policy

Deadline: 7 days to respond

Fee: 15 CHF (regardless of outcome)

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Value Added Tax (VAT)

VAT on bookings

Switzerland:

• Accommodations: VAT-exempt (0%)
• Additional services: 7.7% VAT

Configuration:

• In Stripe Dashboard
• Prices in Stayoa incl. or excl. VAT
• Transparency for guests important

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Testing

Test payments in development

Test credit cards:

Successful: 4242 4242 4242 4242
Declined: 4000 0000 0000 0002
3D Secure: 4000 0027 6000 3184

CVC: 123
Expiry: Any (future)

Test mode:

• Use Stripe test keys
• No real payments
• Webhooks work

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Contact Support

For persistent problems:

• Stripe Support:

  • dashboard.stripe.com/support
  • For Stripe-specific problems

• Stayoa Support:

  • support@stayoa.app
  • For integration problems

Have ready:

• Booking ID
• Error message
• Time of problem
• Screenshots