Response you can share with caregivers if they state they haven't received their payment if their wages are set to be paid by credit card.
If caregiver wages are set to be paid by charging the family's credit card and depositing into the caregiver's account, there are two types of payment the caregivers can choose from:
- Standard Payment Set up with a bank account and payment is received within 2-3 business days for free.
- Instant Payment Set up with a debit card and there is a 1.5% transaction fee to process the instant payment (usually within an hour).
For both of these payments, the payments are processed at the point the family checks out or they are auto-charged (timings is based on your configuration). For example, if a caregiver is set up to receive instant payments but they haven't received their payment in almost a day, you may want to verify the time at which the family checked out of the job. If the job was completed at 10 PM on Friday night, but they family forgot to check-out and your auto-charge is set to 24 hours, the transaction won't be started until 10 PM on Saturday and then they will receive their payment shortly after that.
With the standard payments, there are a few additional things that can impact when they receive their payment:
- The timeframe from the payment processor is in business days. So if a job is completed on Friday night, the first business day won't be until Monday, so they may not receive their payment until Wednesday.
- Similarly, if there is a holiday in the few days following their job, that may also extend the time before the payment is deposited.
- The payment may be posted late on the third day and their bank may not reflect the payment until the following day (day 4).
If these scenarios are not impacting the payment timeframe and the caregiver still hasn't received their payment, there may be an issue with their account/card on file. In this scenario, contact the Sitter team at support@sitter.me and they can review their account in Stripe.