If you collect your donations with StockCrowd Pay or with Stripe, your Stripe Dashboard is where you review the donations you've received, process refunds, find a donor, check your balance and set up payouts to your bank account. In this article we explain how to use the main pages of the Stripe Dashboard.
❗️Stripe is a system external to StockCrowd and can change its screens, names and options at any time, so we can't guarantee that this article is always up to date. What you see in your Stripe Dashboard is always the reference. These are general instructions, prepared by the StockCrowd Support team to guide you. For any questions about how to use your Stripe account, contact Stripe's support team at [email protected].
Stripe and StockCrowd
To connect Stripe to StockCrowd, you first need to create a Stripe account. You have 2 options:
StockCrowd Pay: you can create a StockCrowd Pay account on all current plans: Light, Esencial, Profesional and Premium.
Direct Stripe integration: you connect a Stripe account belonging to your organisation, which isn't the StockCrowd Pay one, to StockCrowd as one more payment gateway. For this you need the multi-gateway feature, which is included in the Premium plan. On the Light, Esencial and Profesional plans, StockCrowd Pay is the only payment gateway available, unless you add the multi-gateway feature as an extra.
In both cases, the infrastructure that processes donations is the same: Stripe's. This means that access to your Stripe account and your Stripe Dashboard is the same in both cases: you log in from the Stripe login page, https://dashboard.stripe.com/login, with your Stripe account username and password.
If you haven't activated Stripe or StockCrowd Pay in your account yet, check these guides and come back to this article when you're ready:
The Stripe Dashboard and its main pages
The Stripe Dashboard is organised into several pages. These are the main ones for managing your campaigns' donations: Home, Payments, Customers (donors), Balances and Settings.
Home and overview
When you log in to your Stripe account, on the Home page you'll find the overview of your Stripe account information. We recommend using the Home page to quickly get insight into your donations.
❗️The following image is just one of the possible ways to display your Stripe account overview: you can customise it to suit your preferences. To find out how, we recommend contacting Stripe's support team at [email protected].
On the Home page you can see the gross volume of payments and use the filters to get accurate reports on the data you need to review.
The Home page gives you useful at-a-glance information about your account activity, with a wide range of real-time charts on the performance of your campaigns.
Today
The Today section of the Home page gives you a snapshot of your key metrics. You can apply the Today filter to see your current Stripe balance (in your chosen currency) and debits. For example, with Today you can quickly assess these metrics:
Gross volume: the total sales value. This number doesn't include costs such as fees, refunds and disputes.
New customers (donors): the total number of new donors, including those who are no longer active.
Successful payments: the total number of successful payments from donors.
Net volume: the estimated revenue from payments after fees, refunds, disputes and Connect transfers have been deducted.
Connect gross volume: the total sales value from connected accounts. This number doesn't include costs such as fees, refunds and disputes.
Your overview
The Your overview section of the Home page lets you quickly access important information about your organisation. You can customise it by adding widgets that capture payment, customer (donor), invoice and subscription information, among other things.
Notifications
The Home page shows a notification whenever there's an important action you need to take, such as payments to review, disputes to resolve and overdue items.
Payments
In the Payments tab of your Stripe Dashboard you can see all the donations you've received.
You can also move through the different tabs to review each donation by payment status:
All: all the donations Stripe has processed, whatever their status.
Succeeded: fully completed donations.
Refunded: donations you've chosen to refund.
Uncaptured: donations pending authorisation, or with something preventing them from being completed.
Failed: donations that couldn't be processed.
❗️The most common reasons for uncaptured (failed) donations are incorrect credit card details, an expired card, or the donor or their bank blocking the transaction. In those cases we advise you to contact the donor to sort it out, if possible.
View more details of a donation
To see more details of a specific donation in the Payments tab, hover over its status:
Or click the 3 dots on the right and choose the View payment details.
Stripe will take you to a page with all the details of that donation. Bear in mind that you may need to go through two-factor authentication again at this step.
❗️We recommend checking the Refunded, Uncaptured and Failed tabs of the Payments page to understand why those donations didn't come through and, if you wish, contacting those donors.
Process a refund in Stripe
If you need to refund a donation to a donor for any reason, you can easily do it from your Stripe Dashboard:
Find the charge you want to refund on the Payments overview page.
Click the ••• icon to the right of the charge and select Refund charge.
Enter the amount you want to refund. The default is a full refund; for a partial refund, enter a different amount.
Select a reason for the refund. If you select Other, you need to add an explanatory note, which is attached to the refund.
Click Refund.
Stripe sends refunds to your donor's bank immediately. However, depending on each bank's processing time, the refund can take 5 to 10 business days to show up in the donor's bank account.
Customers (donors)
In the Customers tab of your Stripe Dashboard you'll find the list of your donors and can review their transactions.
Find a donor
If you need to find a specific customer (donor) or transaction in the Customers tab, use the filters to search for them easily:
Click the filters to open the field you want to search by.
Add the details you have, for example the email, and click Apply to apply the filter.
Look for the donor in the list.
Review a donor's payments
Once you've found the donor you're looking for in the Customers tab, click their record to see all their transactions and related information.
Balances
In the Balances tab of your Stripe Dashboard you can check the balance of the transactions processed by Stripe.
❗️If you need to check the status of a payment, click that transaction to see its payment details: you'll see where it is in the payment process, along with information to help you resolve any issues.
As well as the general overview of your Stripe account balance, in Balances you can also see these sections:
Incoming to Stripe
The Incoming to Stripe section shows estimated future payments: the payments expected to arrive at Stripe, pending processing.
Outgoing from Stripe
The Outgoing from Stripe section shows the funds that will reach your bank account soon.
Recently deposited
The Recently deposited section shows what has recently been deposited in your bank account.
Settings
On the Settings page of your Stripe account you can view and edit the main information of your account, both the product settings and your organisation's settings. To open Settings, click the cog icon at the top right of your Stripe page:
Payouts
On Stripe's Settings page you can set up the bank account that will receive Stripe's payouts, the accepted currency and how often these payouts happen. To do this, go to Settings → Business settings → Bank accounts and currencies.
Select this option and Stripe will take you to a page where you can customise how you receive your payouts:
❓Frequently asked questions
How do I log in to my Stripe Dashboard?
You log in to your Stripe Dashboard from the Stripe login page, https://dashboard.stripe.com/login, with your Stripe account username and password. It's the same whether you use StockCrowd Pay or the direct Stripe integration. Stripe uses two-factor authentication, so you'll also need the mobile phone you registered to receive the login code.
How do I refund a donation from Stripe?
To refund a donation from your Stripe Dashboard:
Find the charge on the Payments overview page.
Click the ••• icon to its right and select Refund charge.
Enter the amount (a full refund is the default).
Select a reason (if you choose Other, add an explanatory note).
Click Refund.
How long does a refund take to reach the donor?
Stripe sends the refund to the donor's bank immediately, but depending on each bank's processing time, it can take 5 to 10 business days to show up in the donor's bank account.
Why does a donation show as Uncaptured or Failed in Stripe?
A donation shows as Uncaptured when it's pending authorisation or something prevents it from being completed, and as Failed when it couldn't be processed. The most common reasons are incorrect credit card details, an expired card, or the donor or their bank blocking the transaction. We advise you to contact the donor to sort it out, if possible.
How do I find a donor in Stripe?
To find a donor, go to the Customers tab of your Stripe Dashboard, click the filters, add the details you have (for example, the email) and click Apply. Then click their record to see all their transactions.
When does donation money reach my bank account?
In the Balances tab of your Stripe Dashboard, the Outgoing from Stripe section shows the funds that will reach your bank account soon, and Recently deposited shows what has already been deposited. You set how often payouts happen in Settings → Business settings → Bank accounts and currencies.
Where do I change the bank account where I receive donations?
The bank account that receives Stripe's payouts, the accepted currency and how often payouts happen are set in your Stripe Dashboard, under Settings → Business settings → Bank accounts and currencies.
Who do I ask if I have questions about using Stripe?
This article contains general instructions prepared by the StockCrowd Support team to guide you, but Stripe is an external system that can change at any time: what you see in your Stripe Dashboard is always the reference. For any questions about how to use your Stripe account, contact Stripe's support team at [email protected].
Need more help? Contact us at [email protected] or through the chat icon 💬 on this page.