1. Check your payout status
Open your Payments page and find the order. Each transaction shows one of two statuses:
Complete — the payment has left Vinterior and is on its way to your bank, or has already arrived.
Pending — the payment is scheduled but hasn't been released yet.
If the status is Pending and the scheduled date hasn't passed, your payment isn't late. It's on the way.
If the status is Complete but the funds aren't in your bank account yet, the issue is between Stripe and your bank, not with Vinterior. Skip to step 3.
2. Check Stripe Connect
Sign in to your Stripe Connect dashboard and check two things:
Account status. If Stripe is asking you to verify identity, business details, or beneficial ownership, payouts are held until you complete it. Check your email (including spam) for messages from Stripe.
Bank details. If the name on your bank account doesn't match the name on your Stripe profile, or the account has been closed, Stripe will reject the payout.
3. Common reasons a payout is paused
If the scheduled date has passed and the funds haven't arrived, one of the following is usually the cause:
Stripe verification is pending. See step 2.
The buyer hasn't confirmed delivery. If your order isn't being delivered by Proovia and the buyer hasn't confirmed receipt, the payout sits pending. It auto-releases 72 hours after we send the buyer the delivery confirmation request.
The returns window is still open. For non-professional sellers, payouts release after the 30-day returns window closes.
There's an open return or dispute. If a buyer has raised a return or any issue on the order, the payout is held until it's resolved.
Stripe has rejected your bank details. Usually a name mismatch, an incorrect IBAN, or a closed account.
4. If you still think something's wrong
If you've worked through steps 1 to 3 and your payment still appears to be missing, email us at [email protected] with the following:
The order reference number of the affected sale
The expected amount you were due to receive
Looking for the timing breakdown rather than a missing payment?
If your payment is still within the expected window, see When will I be paid? for the full payout schedule.