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Getting Paid with Violet

Violet partners with Stripe for fast, easy and secure payments. Once you complete onboarding with Violet, you'll have access to your Stripe account. 

Here's what you need to know about getting paid on Complex.

Stripe Onboarding

Once you have completed steps 1-4 of the onboarding flow, you'll be prompted to create your Stripe account. 

    1. Enter your email address and cell phone number and enter the verification code sent to your mobile device. 

    2. Select your business type and enter your business details.

    3. Select an account for payout. We strongly recommend using a bank account rather than a card in order to prevent payout failures due to Stripe imposed threshold limits placed upon card payments. 

    4. Review your details and tap Agree & submit. Depending on the size of your business, Stripe may ask for additional verification documents.

Congratulations! You are now all set up to receive fast and easy payments for your sales on Complex.

Payment Schedule

Once an order is placed, Violet transfers the funds to your Stripe Dashboard within 10 business days. Stripe will then process the payout to your linked bank account after 10 business days, provided tracking has been added to the order. Your payment may be delayed due to bank holidays, weekends, or if you have an international bank account among other factors. 

You can see all of your scheduled and past payments in your Stripe Dashboard, as well as adjust the cadence of your payout schedule at https://connect.stripe.com/express_login.

Once in a pending status, click the view details button to see the date you can expect to see the funds available in your bank statement. 

Please note: Your first payment will be initiated in 10-14 days from the date of purchase and could take up to 30 days. 

Stripe's Dashboard

You can access the Stripe Dashboard to see how much you will be paid, when you will be paid, when payment will be initiated, expected date that payment will arrive in your bank account and a history of your payments from Complex on Stripe.

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Stripe payment dashboard

 

FAQs

  • If a payout fails, this is likely due to missing account information (i.e. W-9 hasn't been uploaded), incorrect banking information or an expired card on file. Please review the error message and update the information needed.

  • We suggest using a mailing list for your account to grant access to multiple team members. This way, you won't need to update the email address if someone leaves your company.

    Updating the email is simple:  

    1. Log into your Stripe account via https://connect.stripe.com/express_login
    2. In the upper right corner, click the profile menu icon and select Profile.
    3. Enter the new email address in the Email field and click Save.
    4. Check the new email address for a confirmation email, and click the link in the email to confirm the change.
    5. Use the new email address to log in going forward.

  • Stripe has the capability to update the business type for you as well as your W-9. However, it's important to note that the platform (Complex) should handle the update for the legal entity (business) name and tax ID number after completing the steps outlined below. 

    Step 1: Update your account representative information 

    • Login to your Stripe dashboard.
    • Click on the Account icon located in the top-right corner of your dashboard and scroll down to the Platform details section.
    • Select the relevant account and click on the Update icon under the Management and Ownership section. 
    • Navigate to the Additional information page and click on the Edit icon for the account representative. 
    • In the Edit individual page, fill in the required details for the updated account representative.

    Step 2: Update your W-9 form 

    • From the same Platform details section outlined above, navigate to W-8/W-9 form.  
    • On the W-9 form page, fill in your details. 

    Step 3: Notify our team 

    • After completing steps 1 and 2, please reach out to the Complex Brand Support team at brandsupport@complex.com. 
    • Provide us with your Business Name and Federal Tax ID Number to ensure updates are made on our end. 

  • In rare cases, Stripe may reach out to you to request documentation to verify that you're authorized to sell popular branded goods. Until you provide the documentation requested, Stripe may pause payouts to your bank.

    This can be resolved by providing one (1) of the following forms of documentation to Stripe via email:

    • An invoice that proves that the goods for sale are not counterfeit, or otherwise infringing. For example, an invoice showing that the goods were purchased legitimately from the IP owner or a licensee of the IP owner.

    • A certificate or Warranty document proving the authenticity of the goods. These should have watermarks or additional details that make replication difficult e.g. holographic logos.

    • An alternative trademark or patent for your product. These trademarks should be escalated to Stripe for their IP team to review and assess.

    It is important to us to help you resolve these instances as fast as possible. The fastest way to resolve any additional questions will be to reach out directly to Stripe support.

 

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