Usually, when a payment for a Helpspace session is refunded to a client, this refund is processed before the client's payment has been transferred from your Stripe account to your bank account. This timing usually allows for efficient handling of refunds without impacting your Stripe balance negatively.
However, if a refund is processed after the Payout to your bank has begun, or if your Stripe account lacks sufficient funds, you may notice your Stripe balance dipping below zero.
This situation is often temporary and resolves once future payments for client sessions are credited to your Stripe account.
Remember, there is a brief interval between the initiation of a Payout and its deposit into your bank account. Even if the funds haven't appeared in your bank account yet, they're on their way, and this temporary state shouldn't be a cause for concern.
To keep track of when to expect Payouts from your Stripe account to your designated bank account, log into your Stripe Dashboard at https://dashboard.stripe.com/
The Implications of a Negative Stripe Balance
A negative balance in Stripe indicates that you've been advanced more funds than you're entitled to, due to Stripe covering a client's refund. This means you owe Stripe the displayed balance.
Stripe will automatically adjust your balance by deducting the owed amount from future payments before processing any subsequent Payouts. If you anticipate future client bookings and payments, this balance will naturally correct itself over time.
Note that a negative balance reflects a direct obligation to Stripe, not a debt to the platform itself, as it arises from Stripe facilitating a client refund on your behalf.
Clearing a Negative Balance if You Don't Anticipate Any Future Payments
If you're not expecting any incoming payments to resolve the negative balance, you should first check for any communication from Stripe, as they likely have provided guidance on resolving this issue.
Should Stripe inform you of an impending withdrawal to correct your balance, further information is available in our specific article on this situation.
If you haven't heard from Stripe, you can reach out to their support team through your Stripe Dashboard. Navigate to "Contact Support" after logging in here: https://support.stripe.com/
Although consulting Stripe directly is recommended, if you need to clear a negative balance without expecting future payments, follow these steps:
- Initiate a Payment to Stripe:
Transfer the amount of the negative balance from your bank to Stripe's bank account. You will find Stripe's bank account details in your Stripe dashboard when you go through the 'Add to Balance' process.
- Inform Stripe of Your Payment:
After making the payment, email a screenshot or scanned copy of the payment confirmation to support@stripe.com from your registered email account. Clarify that the payment is meant to settle the negative balance.
- Wait for Stripe's Confirmation:
Stripe will acknowledge the payment and adjust your account accordingly. This may take 24-48 hours for complete verification.
Once the process concludes, the payment will appear in your Stripe dashboard, restoring your account balance to a positive state.