History for "How Payment Processing Works"

APPLIES TO: Coworking, Workplace

Brivo Workplace uses Stripe to process the payments billed through our system. All money is paid directly to Brivo Workplace and then transferred, minus any app fees, to the coworking space.

Refunds happen in the opposite order: We reverse the transfer from the space and refund the money back to the member's account.

Troubleshooting

If the customer does not see the refund in their bank account, there are a few things to check (in order):

1. Refunded Correctly: Does the refund show up in the Brivo Workplace system? If not, that means that the space issued the refund through Stripe directly and the customer will never receive funds. Obviously, we don't want to do it this way! Reach out to supportSupport if you accidentally created the refund this way.
2. Enough Time Passed: How long has it been? Refunds can take up to 10 business days to appear in a member's bank account or on their credit card.
3. Refund or Reversal: Does the original charge still show on the member's bank account? Some refunds are handled by the bank as reversals, meaning they drop the original charge instead of issuing an additional credit. Instruct the member to find the original charge. If it is there and there is still no matching credit they should contact their bank for more information.

ProximityAPPLIES TO: Coworking, Workplace

Brivo Workplace uses Stripe to process the payments billed through our system. All money is paid directly to ProximityBrivo Workplace and then transferred, minus any app fees, to the coworking space.

Refunds happen in the opposite order: We reverse the transfer from the space and refund the money back to the member's account.

Troubleshooting

If the customer does not see the refund in their bank account, there are a few things to check (in order):

1. Refunded Correctly: Does the refund show up in the ProximityBrivo Workplace system? If not, that means that the space issued the refund through Stripe directly and the customer will never receive funds. Obviously we don't want to do it this way! Reach out to support if you accidentally created the refund this way.
2. Enough Time Passed: How long has it been? Refunds can take up to 10 business days to appear in a member's bank account or on their credit card.
3. Refund or Reversal: Does the original charge still show on the member's bank account? Some refunds are handled by the bank as reversals, meaning they drop the original charge instead of issuing an additional credit. Instruct the member to find the original charge. If it is there and there is still no matching credit they should contact their bank for more information.

Proximity uses Stripe to process the payments transactedbilled through our system. All money is paid directly to Proximity and then transferred, minus any app fees, to the coworking space.

Refunds happen in the opposite order: We reverse the transfer from the space and refund the money back to the member's account.

Troubleshooting

If the customer does not see the refund in their bank account, there are a few things to check (in order):

1. Refunded Correctly: Does the refund show up in the Proximity system? If not, that means that the space issued the refund through Stripe directly and the customer will never receive funds. Contact Travis or Josh H. AdviseObviously we don't want to do it this way! Reach out to support if you accidentally created the space to never attempt to refund Proximity charges from within Stripethis way.
2. Enough Time Passed: How long has it been? Refunds can take up to 10 business days to appear in a member's bank account or on their credit card. If the refund is in our system and it's been less than 10 business days, inform them of the potential delay and do not investigate further until 10 business days have passed.
3. Refund or Reversal: Does the original charge still show on the member's bank account? Some refunds are handled by the bank as reversals, meaning they drop the original charge instead of issuing an additional credit. Instruct the member to find the original charge. If it is there and there is still no matching credit they should contact their bank for more information.

There is very little we can do to assist in finding refunds beyond those three steps. It is not helpful to refer anyone to Stripe as they will simply direct them back to us. Stripe does not provide support to our customers. If the person requesting support cannot be satisfied, it may be necessary to escalate the issue to Level 3 support, though it's important to note that there is no more info available to them.

Note: The term "reversal" is used twice by Stripe and can have two meanings:

1. A transfer reversal is the process of Proximity retrieving money back from a space's account in order to refund it to the customer.
2. A refund where the original charge is dropped from the purchaser's bank account entirely instead of a separate credit being issued.

The duplication of these terms is confusing and unfortunate. It's important to take care not to conflate the two, especially when talking to a customer.

Stripe

The way we work with Stripe requires that we are actually the entity that charges the customer, and then we transfer that money, minus fees, to the space. When the space issues a refund through Stripe, they are only able to send that money back to us, so the customer isn’t able to receive the refund until we (Proximity) go into our Stripe account and refund the customer.When they use our software to issue a refund, we refund it the correct way, which takes the money from the space and Proximity and sends it back to the customer. (This is why we have to charge the space for the Stripe fee when we issue a refund — the full amount has to be returned to the customer, but Stripe already charged us for the transaction.)

Proximity uses Stripe to process the payments transacted through our system. All money is paid directly to Proximity and then transferred, minus any app fees, to the coworking space.

Refunds happen in the opposite order: We reverse the transfer from the space and refund the money back to the member's account.

Troubleshooting

If the customer does not see the refund in their bank account, there are a few things to check (in order):

1. Refunded Correctly: Does the refund show up in the Proximity system? If not, that means that the space issued the refund through Stripe directly and the customer will never receive funds. Contact Travis or Josh H. Advise the space to never attempt to refund Proximity charges from within Stripe.
2. Enough Time Passed: How long has it been? Refunds can take up to 10 business days to appear in a member's bank account. If the refund is in our system and it's been less than 10 business days, inform them of the potential delay and do not investigate further until 10 business days have passed.
3. Refund or Reversal: Does the original charge still show on the member's bank account? Some refunds are handled by the bank as reversals, meaning they drop the original charge instead of issuing an additional credit. Instruct the member to find the original charge. If it is there and there is still no matching credit they should contact their bank for more information.

There is very little we can do to assist in finding refunds beyond those three steps. It is not helpful to refer anyone to Stripe as they will simply direct them back to us. Stripe does not provide support to our customers. If the person requesting support cannot be satisfied, it may be necessary to escalate the issue to Level 3 support, though it's important to note that there is no more info available to them.

Note: The term "reversal" is used twice by Stripe and can have two meanings:

1. A transfer reversal is the process of Proximity retrieving money back from a space's account in order to refund it to the customer.
2. A refund where the original charge is dropped from the purchaser's bank account entirely instead of a separate credit being issued.

The duplication of these terms is confusing and unfortunate. It's important to take care not to conflate the two, especially when talking to a customer.

Stripe

The way we work with Stripe requires that we are actually the entity that charges the customer, and then we transfer that money, minus fees, to the space. When the space issues a refund through Stripe, they are only able to send that money back to us, so the customer isn’t able to receive the refund until we (Proximity) go into our Stripe account and refund the customer.When they use our software to issue a refund, we refund it the correct way, which takes the money from the space and Proximity and sends it back to the customer. (This is why we have to charge the space for the Stripe fee when we issue a refund — the full amount has to be returned to the customer, but Stripe already charged us for the transaction.)

Proximity uses Stripe to process the payments transacted through our system. All money is paid directly to Proximity and then transferred, minus any app fees, to the coworking space.

Refunds happen in the opposite order: We reverse the transfer from the space and refund the money back to the member's account.

Troubleshooting

If the customer does not see the refund in their bank account, there are a few things to check (in order):

1. Refunded Correctly: Does the refund show up in the Proximity system? If not, that means that the space issued the refund through Stripe directly and the customer will never receive funds. Contact Travis or Josh H. Advise the space to never attempt to refund Proximity charges from within Stripe.
2. Enough Time Passed: How long has it been? Refunds can take up to 10 business days to appear in a member's bank account. If the refund is in our system and it's been less than 10 business days, inform them of the potential delay and do not investigate further until 10 business days have passed.
3. Refund or Reversal: Does the original charge still show on the member's bank account? Some refunds are handled by the bank as reversals, meaning they drop the original charge instead of issuing an additional credit. Instruct the member to find the original charge. If it is there and there is still no matching credit they should contact their bank for more information.

There is very little we can do to assist in finding refunds beyond those three steps. It is not helpful to refer anyone to Stripe as they will simply direct them back to us. Stripe does not provide support to our customers. If the person requesting support cannot be satisfied, it may be necessary to escalate the issue to Level 3 support, though it's important to note that there is no more info available to them.

Note: The term "reversal" is used twice by Stripe and can have two meanings:

1. A transfer reversal is the process of Proximity retrieving money back from a space's account in order to refund it to the customer.
2. A refund where the original charge is dropped from the purchaser's bank account entirely instead of a separate credit being issued.

The duplication of these terms is confusing and unfortunate. It's important to take care not to conflate the two, especially when talking to a customer.

Proximity uses Stripe to process the payments transacted through our system. All money is paid directly to Proximity and then transferred, minus any app fees, to the coworking space.

Refunds happen in the opposite order: We reverse the transfer from the space and refund the money back to the member's account.

Troubleshooting

If the customer does not see the refund in their bank account, there are a few things to check (in order):

1. Refunded Correctly: Does the refund show up in the Proximity system? If not, that means that the space issued the refund through Stripe directly and the customer will never receive funds. Contact Travis or Josh H. Advise the space to never attempt to refund Proximity charges from within Stripe.
2. Enough Time Passed: How long has it been? Refunds can take up to 10 days to appear in a member's bank account. If the refund is in our system and it's been less than 10 days, inform them of the potential delay and do not investigate further until 10 days have passed.
3. Refund or Reversal: Does the original charge still show on the member's bank account? Some refunds are handled by the bank as reversals, meaning they drop the original charge instead of issuing an additional credit. Instruct the member to find the original charge. If it is there and there is still no matching credit they should contact their bank for more information.

There is very little we can do to assist in finding refunds beyond those three steps. It is not helpful to refer anyone to Stripe as they will simply direct them back to us.It is not helpful to refer anyone to Stripe as they will simply direct them back to us. Stripe does not provide support to our customers. If the person requesting support cannot be satisfied, it may be necessary to escalate the issue to Level 3 support, though it's important to note that there is no more info available to them.

Note: The term "reversal" is used twice by Stripe and can have two meanings:

1. A transfer reversal is the process of Proximity retrieving money back from a space's account in order to refund it to the customer.
2. A refund where the original charge is dropped from the purchaser's bank account entirely instead of a separate credit being issued.

The duplication of these terms is confusing and unfortunate. It's important to take care not to conflate the two, especially when talking to a customer.

Proximity uses Stripe to process the payments transacted through our system. All money is paid directly to Proximity and then transferred, minus any app fees, to the coworking space.

Refunds happen in the opposite order: We reverse the transfer from the space and refund the money back to the member's account.

Troubleshooting

If the customer does not see the refund in their bank account, there are a few things to check (in order):

1. Refunded Correctly: Does the refund show up in the Proximity system? If not, that means that the space issued the refund through Stripe directly and the customer will never receive funds. Contact Travis or Josh H. Advise the space to never attempt to refund Proximity charges from within Stripe.
2. Enough Time Passed: How long has it been? Refunds can take up to 10 days10 days to appear in a member's bank account. If the refund is in our system and it's been less than 10 days, inform them of the potential delay and do not investigate further until 10 days have passed.
3. Refund or Reversal: Does the original charge still show on the member's bank account? Some refunds are handled by the bank as reversalsreversals, meaning they drop the original charge instead of issuing an additional credit. Instruct the member to find the original charge. If it is there and there is still no matching credit they should contact their bank for more information.

There is very little we can do to assist in finding refunds beyond those three steps. It is not helpful to refer anyone to Stripe as they will simply direct them back to us. Stripe does not provide support to our customers. If the person requesting support cannot be satisfied, it may be necessary to escalate the issue to Level 3 support, though it's important to note that there is no more info available to them.

Note: The term reversal is used twice by Stripe and can have two meanings:

1. A transfer reversal is the process of Proximity retrieving money back from a space's account in order to refund it to the customer.
2. A refund where the original charge is dropped from the purchaser's bank account entirely instead of a separate credit being issued.

The duplication of these terms is confusing and unfortunate. It's important to take care not to conflate the two, especially when talking to a customer.