Riders' online payments reach your bank account as payouts from Stripe, or from Paytrail if your business is in Finland (see Payouts in Finland below). Here's when to expect them and how to check them. Only business administrators can open the Archive and Settings, where payouts show.
How a payment becomes a payout
When a rider pays online, Hopoti's fee is taken at the time of payment and the rest goes to your Stripe balance. Payouts are weekly by default and usually arrive on Mondays. Your schedule shows in the Payment provider box in Settings > Payments, for example Weekly Monday with 2 day delay, with the bank account the money goes to. Payout options and timing for each region are in Pricing and Bank Payouts.
Check your balance and payouts
Go to Archive and select the Stripe tab.
Open Balance and Payouts.
At the top you see your Total balance and the Next upcoming payout (estimated) with the date it's Expected to arrive. Below is every payout with its date, status, bank account and amount. Select a payout to see the payments, fees, refunds and net amount in it. To match payouts with your bank statement, select Export and download the payouts for the period you need.
Payments, disputes and documents
The Stripe tab in the Archive also has Payments and Disputes, with every online payment and its status (succeeded, refunded, partially refunded or disputed), and Documents, with documents from Stripe such as the 1099-K tax form for businesses in the United States. To answer a dispute, see Handle a disputed payment. For bookkeeping exports, see Export payments, invoices and bookings for your bookkeeping.
Daily payouts and refunds
Open the part that fits your situation:
If you want daily payouts
If you want daily payouts
Eligible businesses can get payouts every weekday, Monday to Friday, instead of once a week. Message our team to check whether your business qualifies. Daily payouts are priced separately: see Pricing and Bank Payouts.
If a refund reduced your payout
If a refund reduced your payout
A refund is taken from your next available payout, not from the payout the original payment was in, and earlier payouts don't change. For example, a January payment refunded in May comes off your next payout in May. Hopoti's fee for the original payment isn't returned. To see the refund, open the payout in Balance and Payouts. See also Refund a payment.
If you need a list of refunds
If you need a list of refunds
Refunds are on the Stripe tab in the Archive. Payments and Disputes shows which payments were refunded or partially refunded. Each refund also shows in the payout it was taken from: your next available payout after the refund. Open that payout in Balance and Payouts to see it.
Payouts in Finland (Paytrail)
Businesses in Finland get their payouts from Paytrail, not Stripe. Paytrail takes Hopoti's fee from each payment and pays the rest to your bank account on your payout schedule: weekly by default, usually arriving on Mondays.
You can change the schedule at no extra cost, for example to daily, weekly or monthly payouts. Change it in Paytrail's merchant panel (kauppiaspaneeli) or ask Paytrail's customer service.
You get your own login to the merchant panel when our team creates your Paytrail account. You sign your Paytrail contract there, and you can also:
change the bank account your payouts go to
change your payout schedule
order payout reports and download payout details, such as the payments and refunds in each payout
The Stripe tab in the Archive isn't used in Finland. Your payments, invoices and VAT are on the Archive's other tabs: see Export payments, invoices and bookings for your bookkeeping. If a payout doesn't arrive, check your payout schedule and bank account in the merchant panel first.
If a payout doesn't arrive
Check these in order:
The date: look at Expected to arrive in Balance and Payouts. Weekly payouts usually arrive on Mondays.
The bank account: check the account in the Payment provider box in Settings > Payments. To change it, use Fill in Stripe information, or Bank account information if your business is in the United States.
A verification banner in Settings or the Archive: payouts can stop until you give Stripe the information it asks for (see Start taking online payments).
A smaller amount than expected: open the payout to see the refunds, disputes and fees taken from it.
Still missing? Message our team in the chat with your business name and the date and amount of the payout you expected.