Why hasn't my customers payment gone through?

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 from 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 wait 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 made by buyers 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 to accommodate any ACH Returns that could occur. This delay is called an ACH Settlement Delay.

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.

What happens if my customer's card failed?

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 to take 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 does not have any direct involvement with card declines or failures and therefore we're unable to work as an intermediary to resolve payment failures. Customers are strongly encouraged to reach out to their issuing bank if they think their card shouldn't have been declined.

You can read more about our terms of service here: https://app.candidwholesale.com/terms