Fix Stripe Payment Issues (Common Errors)

Why this matters

• Prevent failed orders
• Ensure smooth checkout
• Reduce delays in payment

Payment option not appearing

Cause:
Payments not enabled at brand or release level

Fix:

• Check Enable Payments is turned on
• Check Release Payment Settings are configured

Retailer cannot submit order without paying

Cause:
Enforce Payment is set to True

Fix:

1. Go to Setup → Brand/Retailer Settings → Retailer Payment Settings
2. Review:
   • Enforce Payment (Indent)
   • Enforce Payment (In-Season / QuickFill)
3. Set to False if payment should not be required

Payment page frozen / cannot retry payment

Cause:

• Retailer has clicked in and out of the payment page multiple times
• Incorrect payment details entered
• Stripe session temporarily locked for security

Fix:

• Wait up to 24 hours before retrying payment
• Re-enter correct payment details

⚠️ This lock cannot be overridden immediately

Payment failing at checkout

Cause:

• Incorrect card details
• Stripe account issue
• Payment limits reached

Fix:

• Retry with correct details
• Check Stripe account status
• Contact Stripe support if needed

Tax not applying correctly

Cause:
Tax not configured or mapped correctly

Fix:

• Check tax rates in Stripe
• Confirm tax settings in:
  • Setup → Brand/Retailer Settings → Retailer Payment Settings

BECS transaction limit reached (Australia)

Cause:
Default Stripe limits exceeded

Fix:

• Contact Stripe support to increase limits

Default limits:

• $1,500 per transaction
• $4,500 per week

How to Check Payment Status

Suppliers can view payment details in Brandscope:

1. Go to the Orders tab
2. Open the relevant order

You will see:

• Payment State (Paid / Failed / Pending)
• Stripe Payment Reference
• Payment Method