Splash administers payouts through Stripe, a leader in online payment processing. A payout refers to the transfer of ticket funds to your bank account in the form of a deposit.

Stripe offers daily payouts, best-in-class fraud prevention, automated dispute resolution, and competitive ticket fees. 

In this article, learn how to connect your Splash page to Stripe to receive automated payouts and manage your ticket orders.

	This feature is available to Free, Basic, Pro, and Enterprise plans
	Roles available: Admin, Admin (Basic), Group Manager, Creative Specialist, Integrations Specialist, Event Organizer
	This feature is in General Availability

Note: Multi-currency ticketing is currently in Limited Availability and available to paid Splash plans only. If you’re on a paid Splash plan and you don’t see Stripe as a payout option, reach out to your Customer Success Manager for access.

On this page:

1 2 3 4 5

Getting started with Stripe Understanding Splash and Stripe fees Getting paid with Stripe Contacting Stripe FAQs

Getting started with Stripe

Select Stripe as a payout method

Begin by creating a ticketed event, then follow the steps below to connect to Stripe:

1. Click the Tickets tab from inside your event, and then select Payouts.
2. Click the Select a Payout Method button.
3. Select Stripe, and if prompted, click Next.
4. Click the Connect with Stripe button.

From here, you can sign in to an existing Stripe account or refer to the next section to create a new Stripe account. If you’re signing in to an existing Stripe account, make sure you are the Administrator of the account.

Note: The Stripe connector requires an email, password, and two-factor authentication to connect your Stripe account to your Splash event. At this time, single sign-on (SSO) is not supported for Stripe account authorization.

Create a Stripe account

It’s free to sign up for a Stripe account, meaning no setup fees, monthly fees, or hidden fees.

Stripe requires an application form for both businesses and individual sellers. It’s recommended that an individual authorized to sign on behalf of your company, like a Controller or other member of your finance team, fills out the Stripe application form. 

Please note, Stripe’s application form requires information to verify identity. For example, in the US, you may be asked to provide the following:

• Employee Identification Number (EIN) for business accounts
• Social Security number for personal accounts

Note: Public companies may bypass certain application requirements by writing into support@stripe.com

For more information on creating a Stripe account, refer to Stripe’s documentation.

Customize the purchase description

Once your new or existing Stripe account is connected, you'll return to Splash to complete the purchase description.

This description will appear on your guests' billing statements. It's important to make it specific to your event so guests know where the charge came from. This information can help prevent disputes, discussed more below.

 

Enter a 5-18 character description for your event in the text field, then click Save.

Note: The purchase description set in Splash will override the purchase description set in Stripe.

Select tax rates (Limited Availability only)

Note: If your organization has access to multi-currency ticketing, you’ll see an option to select from the tax rates you’ve configured in your Stripe account. This functionality is currently in Limited Availability only.

If you have access to multi-currency (non-USD) ticketing (currently in Limited Availability only), you can select tax rates to apply to your event tickets in Splash. First, you must configure the tax rates in your Stripe account.

When you create a tax rate in Stripe, details are pulled into Splash, including:

• Type: For example, sales tax, VAT, GST, and custom. This information will appear on guest-facing communication, such as invoices.
• Rate: This includes the tax percentage and whether the rate is exclusive or inclusive. An exclusive tax is not included in the invoice subtotal, whereas an inclusive tax is.
• Description: The tax rate description you create in Stripe becomes the name of the tax rate available for you to select in Splash. It will not be visible to your guests.

Link: Learn more about Stripe tax rates.

Note: When you enter or update tax rates in Stripe, it may take a few minutes for the rates to appear in Splash. Reload the Tickets page to refresh the tax rate information.

Once your tax rates are configured in Stripe and available in Splash, you can select the rates to apply to your event tickets.

To select tax rates:

1. Click the Tickets tab from inside your event, and then select Payouts.
2. In the Payout Method section, the tax rates you configured in Stripe should appear under Tax Rates.
3. Select the tax rates to apply to your tickets and click Save.

When guests purchase tickets to your event, their ticket price will be subject to the tax rate you’ve configured in the above steps.

Adding invoices

If you have a VAT number, you can configure the ticket settings to include the VAT information in an invoice PDF to send to your guests.

To add your VAT information for invoicing:

1. In your event, click Settings and select the Event Information tab.
2. Under Ticketing Settings, select Yes to view the VAT details.
3. Add your VAT number, business name, and address, and then click Save.
   
4. Next, click the Confirmations link in the information box below the VAT details, or navigate to the Confirmations touchpoint for your event.
5. Under Email, select Attach invoice PDF for ticket buyers and click Save.

With the VAT information configured, guests will receive an invoice PDF via Email when they purchase tickets to your event.

Note: VAT information is required to attach a PDF invoice in Confirmations.

Understanding Splash and Stripe fees

Splash service fees

Splash’s service fee is 1.6% + $0.49 per ticket.

For Paid Splash plans, Splash’s service fee is 1.25% + $0.49 per ticket. 

Stripe processing fees

The default Stripe merchant fee is 2.9% + .30 cents per transaction for USD purchases. This is known as the payment processing fee, which Splash does not have any control over.

There’s an additional 1.5% and 1% for currency conversion for non-USD transactions (multi-currency ticketing is currently in Limited Availability).

Merchants who surpass $100k a year in sales via Stripe are eligible for discounts. Reach out to Stripe for more information. 

Note: Any organizer that previously negotiated fees with Stripe for their merchant account, and has connected that account to their Splash page, will be charged the negotiated fees.

Total fee breakdown

The total breakdown of ticket fees for Splash typically* comes out to: 

• 1.6% in Splash service charge fees
• $0.49 per ticket for Splash operational charges
• Stripe processing fee for USD transactions: 2.9% + .30 cents 
• Stripe processing fee for non-USD transactions: an additional 1.5% and 1% for currency conversion (multi-currency ticketing is currently in Limited Availability)
  

*Stripe processing fees can be negotiated directly with Stripe.

Here’s an example of how the fees work for a $10.00 ticket where the fees are passed on to the buyer:

• $0.16 in Splash service charge fees
• $0.49 in Splash operational charges
• $0.61 in Stripe processing fees

In this case, the buyer pays $10.65 and your revenue is $9.39. A breakdown of the fees can be found inside of each ticket type.

Note: Non-profit organizations are subject to discounted fees. Learn more.

Passing fees onto buyers

Your tickets are configured to pass Splash’s service fee onto buyers. You can view or adjust this setting by following the steps below:

1. Click the Tickets tab.
2. Click inside a ticket type.
3. Locate the Pass Splash fees onto buyer dropdown.

Adjust the toggle to Absorb Splash fee if you prefer to take the Splash fee out of your ticket revenue.

Stripe’s payment processing fee cannot be passed onto the buyer. Stripe fees will be deducted from each transaction at the time of your payout.

Getting paid with Stripe

For information on navigating the Stripe’s Dashboard — including inviting team members, creating reports, and searching for transactions — refer to Stripe’s Dashboard documentation.

Stripe payout methods

Stripe supports payouts to checking accounts, savings accounts, and virtual bank accounts. Update your bank account information at any time from Stripe’s Dashboard. Learn more.

Stripe payout schedule

By default, Stripe payouts are issued daily and contain payments processed two business days prior for accounts in the United States and Canada.

You can view your upcoming payout schedule and adjust it at any point from your Stripe Dashboard. Learn more about payouts in Stripe.

Note: If you just created a Stripe account, your first payout will be issued 7-10 days after your first successful payment. Subsequent payouts are processed according to your account's payout schedule, set in Stripe.

Failed payouts

If you didn’t receive your payout, look out for an email from Stripe with the reason for the payout failure. You will also see a notification in your Stripe Dashboard. It can take up to five business days for your bank to inform Stripe that the payout failed. Learn more about failed payouts in Stripe.

Issuing refunds with Stripe

Full and partial refunds can be issued from Splash or Stripe.

Note: Stripe’s payment processing fee cannot be refunded.

Handling declined cards and disputes with Stripe

Declined cards

If a guest’s credit card is declined, the following message will appear in Splash:

To view the reason for the decline:

1. Log in to your Stripe account.
2. Search for the transaction using any of the following metadata:
• event_id
• event_title
• event_url
• event_start
• order_number
• email
• Name
3. Click on the transaction to view the reason for the decline and respond appropriately.

Learn more about credit card declines in Stripe.

Disputes

A dispute, also known as a chargeback, occurs when a cardholder questions a purchase made from their account with their card issuer. The issuer creates a formal dispute which immediately reverses the payment.

When a dispute occurs, Stripe will send an email notification to the email address associated with your Stripe account. Dispute information can also be found in your Stripe Dashboard.

Stripe provides a guided process for managing disputes, including submitting evidence and handling dispute payments. Learn more about how Stripe handles disputes.

Contacting Stripe

Contact Stripe for payout inquiries, dispute management, declined transactions, and any other matters pertaining to your Stripe Dashboard using this link. You will need to log in to your Stripe account to submit a support request to Stripe’s team.

FAQs

Why did I not receive my payout from Stripe?

If you just created a Stripe account, your first payout will be issued 7-10 days after your first successful payment.

Subsequent payouts are processed according to your account's payout schedule, set in Stripe.

If your payout has still not been received then refer to Stripe's documentation on failed payouts or contact their support team.

Can I switch my payout method after selling tickets with Stripe?

Yes. You are able to switch your payout method to another Stripe account after selling tickets. To do so:

1. Click the Tickets tab.
2. Select the Payout tab.
3. Click Change Your Payout Method.

What currencies can I sell tickets in? 

Splash supports selling in United States Dollar (USD) with Stripe.

If the bank account set in your Stripe Dashboard is located outside of the US, you will be charged a currency conversion fee. Learn more about currency conversions in Stripe.

Note: Multi-currency ticketing is currently in Limited Availability and available to paid Splash plans only.

Why was my bank account charged by Stripe?

If you refund an amount that’s greater than the total payout amount in your Stripe account, you will see a negative balance. This is because Stripe debited your bank account the 

For instance, if you have $100 in available payouts, but you refund $200 worth of transactions, then Stripe will debit your bank account the remaining $100. This will be reflected in a negative payout amount of -$100 in your Stripe Dashboard. Learn more about negative payouts in Stripe.

Is Stripe secure? 

Yes. Stripe is certified to PCI Service Provider Level 1 - the most stringent level of certification available in the payments industry. Learn more about Stripe security.

How does Splash communicate with Stripe?

Refer to the diagram below:

Why do I see refunds that I never issued?

It's likely that these refunds are the result of disputes. Refer to Disputes to learn how you can manage these within Stripe.