FreshBooks Payments powered by Stripe is available for accounts based in Canada and the United States. Once FreshBooks Payments is set up, you can manage your FreshBooks Payments account anytime.
Under Connections and Integrations, select Online Payments.
From here, you can manage your FreshBooks Payments account details:
Online Payments - Displays your FreshBooks Payments account status
Active - Your FreshBooks Payments account is in good standing and can process online payments
Inactive - Your FreshBooks Payments account is unable to process online payments, log into your FreshBooks Payments account for more information
Payouts - Displays your payout status
Active - No disruptions to payouts being sent to your connected bank account
Inactive - Your payouts are paused, log into your FreshBooks Payments account for more information
Transaction Information - Displays default transaction fees, if eligible, your email from FreshBooks will contain your specific pricing
Payout Account - If needed, select the Edit Payout Account link to update your connected bank account
Payout Schedule - Your current payout schedule, including any delays
Edit FreshBooks Payments Info - Select Edit FreshBooks Payments Info to modify any of your onboarding details, including your descriptor shown on clients’ statements
Visit Stripe Dashboard - Select Visit Stripe Dashboard to log into your FreshBooks Payments account to view payments and disputes
Note: If you’re looking to process a refund for a payment made through FreshBooks Payments, review How do I refund a payment?.
Payouts
Payouts, also known as payment settlements, are how money from your clients gets deposited into your bank account. Payout processing times will vary depending on whether or not it’s your first payment, how your client paid, and when the payment was processed:
Bank Transfers - 4 business days after payment occurs, for users in the United States only
Credit Card Payments - 1-2 business days after payment occurs
Delays on Payouts
Payouts can be delayed or paused for a variety of reasons:
Account verification requests - More information is required from you and your business before payouts can resume, these can include any of the following:
Bank account details incorrect or updated - Updates made to your bank account information will not retroactively apply to payouts already in transit, these are paid out to the old bank account information Incomplete payout due to reserves - If your payout is not paid out in full, this may indicate you have a temporary reserve on your account to ensure coverage for refunds and chargebacks to process
Payout date has been changed or postponed - Expected payout dates can be updated to a future date if there are any account verification issues
Payout is missing - Banks can add extra days, including weekends and holidays to process payouts
Bank Transfer and PAD Payment Failures
Bank transfers and PAD payments can fail any time after the payment is initiated. These failures can occur for any of the below reasons:
If a payment failure occurs after funds have been made available in your FreshBooks Payments balance, the funds are immediately removed from the balance
If a payment failure is sent by the bank after payment was successful, a dispute is created with a reason of either insufficient funds, incorrect bank account details, or bank cannot process
Disputes and Chargebacks
Disputes, also known as chargebacks, occur when your client contacts their bank or credit card company to question a charge. Common reasons for disputes can include:
Credit not processed
Duplicate
Fraudulent
General
Product not received
Product unacceptable
Subscription canceled
Unrecognized
When a dispute is filed, you have a limited amount of time, usually 7-21 days, to respond to the dispute. The dispute process is as follows:
The disputed amount, along with a non-refundable dispute fee of $15, is debited immediately from your FreshBooks Payments account until the dispute is resolved
If funds are not available in your FreshBooks Payments account, funds are withdrawn from your connected bank account
A notification of the dispute is sent to your email address, along with a message in your FreshBooks account
Select the Respond to Dispute button in the email, or the Respond Now button in the banner inside your FreshBooks account on the Dashboard
Log into your FreshBooks Payments powered by Stripe account
Select the Disputes section, and then select the payment being disputed
Select either:
Counter Dispute to provide evidence to prove that your client is the legitimate purchaser - this can take around 60-75 days to evaluate the evidence and decide the outcome
Accept Dispute to refund the client and close the dispute.
