💳 Handling Customer Transfers to Stripe

What to do if a customer accidentally transfers money to Stripe instead of your studio's account, and how to resolve it.

📖 1. What happened?

Sometimes, customers mistakenly use bank details from a previous Stripe transaction to manually transfer money (e.g. for a membership or invoice).

This means the money ends up in Stripe's holding account, not your studio’s bank account.

🔄 2. What happens next?

In most cases, Stripe will automatically refund the money to the customer’s bank account.

✅ No action is needed unless something goes wrong with the automatic refund.

Generally, a refund takes around 5-10 business days.

💡 3. How to prevent this in the future

To avoid this situation:

Remind customers that they should not reuse Stripe bank details from previous payments.

Make sure your invoices include your correct business bank account details.
Encourage your customers to book online, use official payment links or offer automated SEPA provided through the Manager.

🛠️ 4. Optional: What to do if the refund fails

In rare cases where the automatic refund doesn't go through, please contact our support team.

Send us the following information so we can reach out to Stripe:

Customer's full name
Customer's email address
Customer's IBAN
A screenshot of the transfer

📧 Email everything to: support@eversports.com

We will coordinate with Stripe to make sure the funds are returned to the customer.