How to Troubleshoot Payment Errors in Direct Orders

Kurt De La Rosa
Kurt De La Rosa
  • Updated

Page Contents:

Overview

Payment errors can occur in Direct Orders when a Merchant's Stripe account is not properly connected. Use the following process to ensure that the user's Stripe and Otter accounts are correctly integrated, and that users are receiving payments in a timely manner. 

Troubleshooting Process

Troubleshoot Payment Errors in Direct Orders
Step # Actions  Additional Info. 
1 Log into Business Manager  
2 Click the Profile button in the top-right of the screen.   
3 In the dropdown menu that appears, click the Settings button.   
4 In the Settings menu, click the Payment Methods tab. Verify that the information for all of your connected payment methods is correct. If the information for these payment methods is not correct, update it by clicking the Edit button and editing the selected method's data. 
5 If issues persist, click the Payout tab, then select Payout settings.   
6 Look at the status for each of your locations. If it shows a red Needs attention banner, click the Pencil icon next to it.   
7 A pop-up window will appear. Select a payment method in it from the dropdown menu shown. If the Needs attention banner is still present in the chosen payment method's block, click Manage on Stripe to correct the issue.  
8 Once the issue has been corrected in Stripe, click the Save button to save your changes.  

If payment errors persist past Step 8 of this process, this issue should be escalated to Direct Orders' Product Owner.

Frequently Asked Questions

Q: How soon after an order is complete should I expect to be paid for it?

A: You should receive payments for all orders immediately after they are completed. 

Q: Is connecting to Stripe necessary to receive payments in Direct Orders?

A: Yes. Stripe and Direct Orders must be connected for you to receive payments on D2C orders.

Q: My Payout settings screen says that Stripe is connected, but I'm still not receiving payments in my bank account. How can I solve this?

A: On this screen, click the Pencil icon for the affected location, then the Manage on Stripe button to verify that payments are being sent to the correct bank account. If you don't recognize the bank account that payments are being sent to, disconnect it through Stripe and use the Direct Orders Payment Setup process to connect a new one.

 

If you need additional help or information, you can contact support via the following:

  • Chat - Our live agents are available 24/7 to help you through your Otter device. Tap the chat button on the top right corner of the home screen.
  • SMS/Text or Telephone - Send us a text or give us a call anytime at 1-888-681-8837 for prompt service from our support experts.

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