How can I resolve payment issues experienced by infringers?

What if a payment method requested by the infringer is not presented?

Payments in the Settlement Portal are processed by Stripe. After logging into the Stripe account that you have connected to the Fair Licensing Portal, you may navigate to the Stripe Payment Methods Settings to control which payment methods you would like to be available to your customers.

Only relevant payment methods are presented to the infringer in the settlement portal based on the case's currency and geography.

While you can control which payment methods are generally available, you have no direct influence on which payment methods are presented to the infringer in a given case.

What if a payment fails for a given case?

Payment failures can occur due to various reasons, such as insufficient balance for a bank withdrawal or credit card transactions being blocked by the issuer for fraudulent activity.

Fair Licensing has no control over individual payment attempts processed by Stripe, as transactions are directly handled between you, the infringer, and Stripe for regulatory compliance.

To check a case's payment status, log into your connected Stripe account and search for the case ID or domain. Navigate to the "Payment Intent" for details. If no "Payment Intent" is found, the infringer has not started the checkout process in the Settlement Portal.

Upon accessing the "Payment Intent", you can view details of the payment attempt, including error reasons for failure, to assist in resolving the issue and guiding the infringer for a successful retry.

You may choose to contact Stripe support at support@stripe.com with your registered email and include the Payment Intent ID (starting with "pi_") for assistance.