Menu Drive Pay FAQ

Payouts

How do I get paid?

MenuDrivePay transfers funds to the bank account you have entered on your application. The account you use to accept payouts needs to be a full checking account. 
Note: You can't receive funds if your payout is below $1. The funds are added to your next payout that meets this requirement.

Can I get my money faster?

Normally the time it takes for MenuDrivePay to transfer funds to your bank account depends on your pay period. We can't decrease an individual account's pay period, but we're actively working to reduce pay periods for all accounts. If you need money fast, we provide instant payouts! Just contact Menudrive customer care to request an instant payout.
Note: Initiating an instant payout will not bypass the initial seven-day waiting period for payouts.

What counts as a business day?

Business days are Monday to Friday, except federal holidays for merchants in the United States. The day a customer places an order on your store is determined from the time that the order was placed in the UTC time zone.

I believe my payout should be “Paid”, but no funds have been deposited?

We transfer funds every day, but most banks only process the transfer on business days. This means that if funds were sent to you on a holiday or a weekend, then you'll probably see the money in your bank the next day your bank is open. For transfers sent on business days, you should be seeing the funds by the next day.

If the transfer was submitted on a business day and you don’t see the money in your bank account within a couple of days, this likely means the transfer failed. Banks can take up to 3-5 business days to inform us about failed transfers, at which time we send out a failed payout notification.

My payout failed, what do I do? 

If a payout hasn’t arrived according to its expected delivery date, there can be several reasons as to why.
  • There could be a reserve on your account. 
    • Accounts  are continuously monitored, assessing a range of factors including industry conditions, payment activity, dispute rate and refund rate. When this monitoring indicates that a business faces elevated risk of customers requesting refunds or disputing charges, we establish a reserve to help ensure funds are on hand to cover future refunds or disputes. This type of reserve is routine, and does not impact your ability to continue accepting payments.
  • The payout is being processed by your bank.
    • Banks can add extra days, including weekends and holidays. Once the bank has finished processing your payout, they will deposit the funds into your account automatically. If your payout has not landed in your bank account after 5 days, contact your bank for an update.
  • A problem with bank account details.
    • You updated your bank account after a payout was initiated: When you update your bank account while your payout is already in transit, it will go to your old bank account.
    • Incorrect bank account details: It is possible you added the wrong bank account details. Contact MenuDrive support to have this information corrected.
    • Your bank account is closed: If your payout is sent to a closed bank account, it will return to your account automatically.
Please check your email to see if we requested additional information from you to complete this process.  If you believe a transfer failed, and you don’t have a failed payout notification, contact MenuDrive support.

Your MenuDrivePay Account

My MenuDrivePay account is on hold, what do I do?

When a MenuDrivePay account is on hold, the MenuDrive account holder is sent an email with additional information. To resolve the issue, review this email and reply directly to it.

Are there any processing limits or fund reserves?

There's no limit to the amount you can accept each month or per transaction through MenuDrivePay, and your funds are transferred to your bank account on the same schedule, regardless of volume.

In rare cases, we might request an additional reserve. If this is something that we feel might be necessary for your business, our underwriting team contacts you directly to discuss this.

Can I use a bank account with multiple signers?

Yes. The increased security that banks offer with multiple signers is used to protect changes to the account itself, not regular transactions in and out of it. If your account is set up to receive Automated Clearing House (ACH) transfers, then MenuDrive is able to transfer funds to it.

Are there certain businesses that are prohibited from using MenuDrivePay? 

Yes, there are some kinds of businesses and services that can't use MenuDrivePay. Check the list of prohibited business types below. Restaurants are NOT prohibited. 

Prohibited Business Types

  • Financial and professional services
  • IP Infringement, regulated or illegal products and services
  • Products or services that are otherwise prohibited by law or our financial partners
  • Unfair, predatory, or deceptive practices

Where can I find the account details for MenuDrivePay?

When you sign up for MenuDrive Pay you are consenting to the Stripe Connected Account Agreement.
This Stripe Connected Account Agreement (“Connected Account Agreement”) is an agreement between Stripe and you, being the person or legal entity (including sole proprietors) identified to Stripe as the owner of the Stripe Account that is to be integrated with MenuDrive. You expressly agree to the terms and conditions of this Connected Account Agreement, the Stripe Services Agreement, and any updates or modifications to either of those documents made from time to time by Stripe.
Click here to read the entire Stripe Connect Account Agreement.

How do I transfer ownership of my MenuDrivePay account?

Normally account transfers are prohibited. If you believe your circumstances are so
special that you should be able to transfer ownership, contact MenuDrive Support.

Can I pay my MenuDrive bill with my MenuDrivePay account balance?

No, you will be charged through the payment method in your MenuDrive account. If you are unsure of the payment method, check your “My Account” page on your MenuDrive Admin Control Panel (ACP).

Location and currency

What currency can I sell in?

The currency you can sell in depends on the country where your business is located. At this time that is only the United States. The currency is US Dollars.

Can I sell in USD in Canada?

Not at this time, but plans are in place to expand to Canada and Mexico soon.

What are domestic cards?

Domestic cards are credit cards that are issued and used in the same country or region of your business. This means that the financial institution that issued the credit card is in the same country or region that your business is in. For example, your business is located in the United States, and a customer makes a purchase using a credit card from the United States. This is a domestic credit card purchase.

What are international cards?

International cards are credit cards that are issued and used in a different country or region than your business. This means that the financial institution that issued the credit card is in a different country than your business.
For example, your business is located in Germany, and a customer makes a purchase using a credit card in the United States. This is an international credit card purchase, because the customer's credit card is from a country or region that is different from where your business is located.
MenuDrivePay will process international cards through Stripe as long as they are co-branded with one of the major card networks (Visa, MasterCard, JCB, Amex, Discover, etc). These transactions will behave like any other card payment. There are typically higher interchange rates (imposed by the card networks) on international cards.

What is PSD2?

On September 14, 2019, the Revised Payment Service Directive, also known as PSD2, was introduced in all countries in the European Economic Area (EEA) and the United Kingdom. There is an expected 18-month transition period for online stores in the affected countries to become compliant with PSD2.
PSD2 introduces new, strict security requirements for electronic payments to reduce the risk of fraud. MenuDrivePay is not PSD2 compliance at this time. 

What is 3D Secure Checkout?

3D Secure is an additional security layer for online credit and debit card transactions. It adds an authentication step for online payments by redirecting the user to the card issuer’s domain, then back to the online store's domain to complete payment. All online stores will require 3D Secure checkout integrations in order to be compliant with the PSD2 directive mentioned above. We are planning our integrated 3D Secure checkout now. Our next version of MenuDrive Pay, MenuDrive Pay Version 2,  will include 3D Secure checkout. 

Purchases and refunds

Can I accept debit cards on MenuDrivePay?

Businesses in the United States can accept Visa, Mastercard, American Express, JCB, Discover, and Diners Club debit and credit cards..

Can I capture multiple payments on a single order using MenuDrivePay?

No. You can capture a payment only once for an order, and the payment can't be more than the order's authorized amount. This means that your customers can't add to an existing order. If they want to add more products after an order has been placed, then they need to make a new order.

How long does it take for my customer to get refunded?

Approximately 5–10 business days. Although we submit any refund that you make to your customer's bank immediately, your customer's bank must still process the refund and apply it to their account. Processing time can vary between banks.
Note:  Refunds might appear in the form of a reversal. In the case of a reversal, the original payment is removed from your customer's bank statement, and a separate credit is not issued.

Inside the authorization period, when a customer is refunded (either partially or in full), the customer might not see a line item on their statement for a refund because we adjust the capture amount for the charge when it settles. They might still see the charge as “Pending” on their statement until the period expires.

If you would like help in determining the status of a refund that you have processed, contact MenuDrive support for a refund reference number.

Can a refund be canceled?

No. After you've issued a refund, it can't be canceled.
If the card that you have refunded is expired or canceled, the customer's new card is credited with the refund. In the rare case that the customer doesn't have a new card, the bank usually sends the refund to the customer's bank account.

How long do I have to issue a refund?

There's no time limit to issue a refund but you might not succeed in returning the funds after 60 days.

 

Chargebacks and declined payments

Can I refund a chargeback?

A chargeback happens when a credit card company refunds a charge to the card holder at your expense. A chargeback can't be refunded once the process has started and the funds are taken from your account by the bank. If the chargeback is only an inquiry and the funds haven't been taken by the credit card company, then a refund is possible but not recommended. The credit card company refunds the customer directly if you lose the chargeback inquiry.

Why am I charged a fee for each chargeback?

When a chargeback is filed, MenuDrivePay is debited the full amount of the charge fee to help cover the cost of processing the dispute. You can submit evidence to have a dispute resolved in your favor. If you end up winning the dispute, then we return the full amount (including the chargeback fee) to you.

How Should I respond to a dispute?

Each dispute includes all relevant information about the payment being disputed and the reason the cardholder reported to the card issuer. When you receive a dispute, you should contact MenuDrive support. You will be asked to provide proof that the disputed transaction was legitimate including:
  • the date and time that you fulfilled the order
  • the billing information that the customer used
  • the IP address and country used for the order
  • shipping and tracking information for the order.
 

My customer said the dispute was a mistake. Can it be reversed?

Yes, though only your customer can do so. If you've talked to your customer and they've agreed to drop the dispute, then you should tell them to contact their bank and say that they want to drop the chargeback. You should also submit evidence to the customer's bank, including the statement where the customer said they would drop the charge. 

Can I add more information after submitting a response?

You can submit additional evidence to your response at any time before the chargeback due date. The due date varies from 7 to 21 days after the chargeback or inquiry is filed. 

My customer’s purchase was declined. Why?

There are several possible reasons. When we submit a charge to your customer’s bank, they have automated systems that determine whether or not to accept the charge. These systems take various signals into account, such as your customer’s spending habits, account balance, and card information like the expiration date and CVV.
These signals are constantly changing, so a previously successful card might be declined in the future. Even if all of the card information is correct, and your customer previously had a successful payment, a new charge can still be declined by a bank’s fraud systems.

Can I find out more about the decline?

We show as much information as we receive from your customer’s bank about a decline in the order history. Most declines are generic, so we don’t have much information as to why a charge was declined.
If the card information seems correct, then it's best to have your customer contact their bank, ask for more information, and ask for future charges to be accepted.

How do I decrease the likelihood of a charge being declined?

The correctness of the card number, expiration date, and the CVV are the primary factors used by the customer’s bank when deciding whether or not to accept a transaction. The influence of other data that you collect, like the address or name, varies by card brand. For example, only American Express considers the customer’s name.
Note: Collecting the CVV can significantly improve your decline rates. If you’re not collecting CVVs and you’re having issues with declines, then requiring the CVV can be a quick fix.