Payments and payouts

The short version

Buyers pay by card. The money goes into your own account, not into ours.
GATE98 never receives your ticket sales.
Payouts go to your bank account on a regular schedule. In some cases a payout can be late or held. See delayed or held payouts.
We charge the buyer a booking fee at checkout. You pay the card processing fee.

What a buyer pays

A buyer's total has these parts:

the ticket prices that you set
GST on those prices, if you are registered for GST
our booking fee, one time for each order

What comes out

The card processing fee comes out of each payment. Our payment provider, Stripe, charges this fee. Stripe calculates it on the full amount that the buyer pays, including the booking fee. See pricing for the rate and a calculator.

Your payments, balance and account

In Settings, you can open your payment screens in the app:

Payments: see each payment and answer disputes. To refund tickets, use the order in the Orders tab. See orders and refunds.
Balance: see your available balance and the money on its way to your bank
Account Management: change your details and your bank account

The time to a payout depends on the history and the settings of your account. The Balance screen shows when each payout will arrive. The Money panel in the Analytics tab shows your next payout too. See your numbers.

Delayed or held payouts

A payout can be late or held when:

someone checks a payment or your account for fraud
you cancelled or changed an event and did not refund the buyers
you get an unusually high number of refund requests, disputes or complaints
we need more information to verify you

Our payment provider can hold a payout, and so can we. When we hold a payout, we tell you why, unless the law does not let us. We release the hold when the problem is solved. The banner on Home shows each action that you must do.

Refunds

Refunds come out of your balance. They go back to the buyer's original payment method. Some refunds also return the booking fee. This booking fee share also comes from your balance.

To refund tickets in the app, read orders and refunds.
To learn what happens when you cancel, postpone or change an event, read cancel or change an event.
To learn what buyers are owed when an event changes, read our Refund Policy.

Disputes

A buyer's bank can dispute a payment. When this happens, we email you.

An inquiry means that the bank is asking about the payment. The bank has not taken back the money, and the tickets stay valid. Respond before the date in the email, so that the inquiry does not become a dispute.
A dispute means that the bank took back the money. While the dispute is open, the tickets on the order do not scan.

To respond, open Settings, choose Payments, and find the payment. Send your evidence before the date in the email.

If you win, the tickets are valid again.
If you lose, the order counts as refunded.

Help with payments

If we need more information, or if verification is in progress, the banner on Home tells you what to do. For all other questions, email support@gate98.co.