Who this article is for: Service Providers
Overview
As a service provider using SwiftComply, you may need to access payment receipts, request refunds, or update your Stripe email address. This article covers all three topics to help you manage your Stripe payment experience.
Note that Stripe and SwiftComply are separate systems, so account changes in one do not automatically apply to the other.
Payment Flow for Service Providers
When you submit a test report and payment is required, the process works as follows:
Submit your test report in SwiftComply.
If payment is required, the report status changes to Pending Payment.
Complete payment by click Make A Payment, selecting the test report(s) you’d like to pay for, and then working through the Stripe checkout interface.
After payment, the report status changes to Submitted and is sent to the organization for review.
💡 Payment is not required for failing test reports.
💡 Any test reports that were reset to In Progress will not need to submit payment again.
Viewing and Requesting Receipts
Stripe sends an email receipt automatically after a successful payment. If you do not see your receipt:
Check your spam or junk folder for an email from Stripe.
Stripe has a support tool that can help you look up past charges, try searching here first:
If you still cannot locate your receipt, contact our support team at help@swiftcomply.com with the date of the transaction and the total amount paid. Our team will look up your receipt and resend it.
💡 Make sure the email address associated with your Stripe account is current so receipts are delivered to the correct inbox.
Requesting a Refund
Refunds are processed on a case by case basis. To request a refund:
Make sure you have the following details:
- The Date the payment was processed
- The Email Address associated with the original payment
- The Serial Number(s) for the tested assemblies
- The Receipt Number
- A Copy of the Receipt
- The Reason for the Refund RequestSubmit the details in the form found here:
Once processed, the refund typically appears in your account within 5 to 10 business days.
💲 Payments will be refunded to the original form of payment less a 15% processing fee.
🚨 Tests that were rejected due to avoidable errors or negligence in adhering to submission protocols will not be eligible for refunds.
📝 For refund requests involving errors such as incorrect jurisdiction submissions, make sure to clearly indicate the devices, payments, or transactions involved and provide supporting documentation that helps identify and justify the refund.
Refund Eligibility
Refunds are available to service providers within 60 days of the date of payment. Refund eligibility may extend to payments made under an incorrect jurisdiction or organization, provided adequate documentation and verification are submitted.
Rejected tests are not eligible for refunds.
Service providers and testers are responsible for ensuring the accuracy of all data entered into SwiftComply and for following proper procedures. SwiftComply reserves the right to deny refund requests resulting from failure to follow proper procedures or exercise due diligence. If you have questions about best practices, please contact your city or regulator before submitting.
Changing Your Email in Stripe
Your Stripe email and SwiftComply email are managed in separate systems. Updating one does not update the other.
To change your Stripe email:
Reach out to our support team at help@swiftcomply.com and include the following:
⚠️ Changing your email in Stripe does not change your email in SwiftComply. If you need to update your SwiftComply email, do so separately in your SwiftComply profile settings.
FAQ
Q: Why did I not receive a payment receipt?
A: Stripe sends receipts to the email address on your Stripe account. Check your spam folder, and confirm your Stripe email is correct. You can also view receipts in the test report payment details within SwiftComply.
Q: How long does a refund take to process?
A: Once the organization approves your refund, it typically takes 5 to 10 business days to appear in your account, depending on your bank or card issuer.
Q: If I update my email in SwiftComply, does it update in Stripe too?
A: No. Stripe and SwiftComply are separate systems. You must update your email in each system independently.