Skip to main content

I sold an upsell but I cannot find the payment in Stripe

Besty upsell payments do not appear in your main Stripe account. They land in a connected sub-account, usually named after your business, and this is where to find the balance and payouts.

Written by Sam Dundas

Look in the connected sub-account

Upsell payments taken through Besty do not appear in your main Stripe account. They go into a separate connected sub-account that exists specifically for the Besty integration.

To find it:

  1. Open your Stripe dashboard.

  2. Go to Accounts.

  3. Look for an account named after your business followed by "for Besty", for example Watermark Cottages for Besty.

    1. If you're still having trouble finding the right account grab your connected Stripe account ID which can be found at the bottom of general settings, under "Stripe connection"

  4. Switch into that account.

  5. Once you're in your account, you should be able to find all of your payments inside the Payments and Customers section.

    1. If you're still having trouble finding the right payment, then try searching the Stripe ID found in the ROI table on Besty.

Your upsell payments, your balance and your payout schedule all live there. If you have been reconciling against your main account and finding nothing, this is why.

Note: if you're still having trouble finding the right account in Stripe, then try using the Stripe search bar for your connected account id, this id can be found at the bottom of general settings, under "Stripe connection". Additionally you can grab the stripe payment ID directly from the ROI table

Connecting a payout account

If you are connecting a bank or payout account so upsell revenue reaches you, make sure you connect it to the Besty-connected Stripe account rather than your main one. Use the account switcher at the top left of the Stripe dashboard to confirm which account you are in before setting it up.

Connecting it to the wrong account is a common cause of "the payment shows as captured in Besty but has not reached my bank".

Refunds

You can refund an upsell yourself, directly in Stripe. You do not need to contact us to issue the refund.

Removing the upsell from your ROI dashboard is separate, and that part does need our team. Send us the guest name, the listing, the amount, and which upsell it was, and we will remove the record so your reporting is accurate.

Still Having Trouble?

Reach out via chat or at support@getbesty.ai.

Related Articles
Did this answer your question?