If a transaction has exceeded the expected processing time by more than 10 business days past the ETA, we can proceed with a Stripe escalation.
Escalation Requirements:
To escalate the issue, Stripe requires an official bank statement covering the period from the start of the relevant month to the current date. The statement must include:
- Bank’s Name
- Account Number (at least the last 4 digits)
- Account Holder’s Name
🚨 Important: Mobile screenshots are not accepted. Ensure the statement is an official document from the bank.
Example of Required Period:
If the payout date was November 15, the bank statement should cover the period from the beginning of November through November 20.
Next Steps:
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Confirm that at least 10 business days have passed since the ETA.
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Request a bank statement from your bank that includes the payout date.
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Ideally, the statement should cover the period from the beginning of the month through 5 business days after the payout date to ensure the transaction can be properly traced.
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Submit a ticket to VPM Customer Support along with the required details.