Stripe FAQs

Q. Does MediRecords store any credit or debit card information?

A. All credit and debit card details, including cardholder information, are sent directly and securely to Stripe. This information is handled within Stripe’s highly secure infrastructure, which is fully certified to PCI Level 1 – the highest standard of payment security. At MediRecords, we do not store any card details. We only keep encrypted payer tokens and payment reference numbers, and no personally identifiable payment information is ever held on our servers.

Q. What will appear on my payer’s bank or credit card statement?

A. The description you entered when setting up your Stripe account will appear on your customer’s bank or card statements. You can update this at any time from your Stripe dashboard under Business Settings.

Q. When can I expect to receive my funds from Stripe into my bank account?

A. MediRecords does not store, access, or have the ability to transfer your funds at any time. All payments are handled securely by Stripe. If you’ve only recently registered with Stripe, your first payout may take between 7 and 14 days after your first successful payment. After that, payouts will usually occur daily.

Once your Stripe account is fully set up and verified, funds (minus any transaction fees) will be automatically paid into your nominated bank account by Stripe. Daily payouts are the default setting, but you can adjust the payout frequency in your Stripe dashboard if you prefer.

Please note: the payout date refers to when Stripe sends the funds, but it may take a little longer for the money to appear in your bank account, depending on your bank’s processing times.

Q. What happens if a payer disputes a transaction?

A. All disputes are handled through Stripe. If a payer disputes a charge, you’ll be notified by email and within your Stripe dashboard under the Payments section. During the dispute process, Stripe may temporarily debit and hold the disputed amount from your Stripe balance.

Here’s some helpful guidance from Stripe on what to do if a dispute occurs:

1. Contact the Payer
   If you have the payer’s contact details, it’s a good idea to reach out to them directly to understand the reason for the dispute.
   In many cases, disputes happen simply because the payer doesn’t recognise the charge, which is why having a clear and recognisable statement descriptor is important.
   A brief conversation can often clear things up. If the issue is a misunderstanding, the payer can ask their bank to cancel the dispute.
   However, even if the payer withdraws the dispute, it's still recommended to submit supporting evidence through Stripe.
2. Respond to the Dispute
   You can respond by following the link in the dispute notification email from Stripe or by logging into your Stripe dashboard.
   Stripe will guide you through the type of evidence needed, depending on the reason for the dispute. They’ll then send your evidence to the payer’s bank and keep you informed about the progress.
   Please note: Stripe may charge a fee if you choose to contest the dispute.
3. Accept the Dispute
   If you decide not to challenge the dispute, you can accept it. This means you agree to the refund, and Stripe will return the funds to the payer on your behalf.

Q. I’m an employee provider. Could you please explain why my payments haven’t appeared in my bank account yet?

A. If you are employed by a business or organisation, payments may be made to a central Stripe account set up for the whole company. You might want to check with your business manager or finance team about how often your allocated funds will be transferred from that central Stripe account to your bank account, as this process might need to be done manually.

Q. I'm a contracted or facility fee provider working under a larger business. Am I able to connect my own personal Stripe account?

A. Yes, a user can be connected to a Stripe account separate from the business. This can be done within the User Configuration.

Q. How can I view and reconcile my Stripe payments?

A. All payments processed through MediRecords are recorded across several financial reports, which can be accessed by going to More > Reporting > Financial within the system.

Alternatively, Stripe provides its own detailed payment reports, which you can find by logging into your Stripe account and navigating to Reporting > Reports in the Stripe dashboard.

Q. Are there any types of businesses or practices that aren’t allowed to use Stripe?

A. Yes, Stripe does place restrictions on certain types of businesses and services.

If your practice is limited to providing medical consultations and prescribing, you should be able to set up a Stripe account without any issues.

However, if your business also involves dispensing products under a pharmacy model, this may fall under Stripe’s list of restricted activities, and your registration could be declined.

For further clarification or specific enquiries, we recommend contacting Stripe directly.

Q. I’ve been using Stripe separately from MediRecords – can I connect the same account?

A. Yes! You can absolutely use your existing Stripe account.

When connecting to Stripe through MediRecords, simply enter the email address you previously registered with on the first screen, then follow the on-screen prompts to complete the setup.

This will link your existing account to MediRecords, and you'll still have access to your previous transaction history within your Stripe dashboard.

Q. What if I no longer want to use Stripe?

A. You can close your Stripe account by going to your Stripe dashboard and navigating to Settings > Business > Account Details.

Please note that once the account is closed, you will no longer be able to process payments through Stripe in MediRecords, access previous data in the Stripe dashboard, or receive any unscheduled payouts.

Any unresolved disputes or negative balances will remain outstanding and are still your responsibility, even after the account is closed.

Stripe payment records will still be available in MediRecords’ historical data and financial reporting.

Q. How much are the transaction fees?

A. By default, transactions processed through MediRecords using Stripe are charged at the following rates:

• 1.7% + $0.60 per transaction for Australian domestic cards
• 3.5% + $0.60 per transaction for international cards

If you’ve negotiated a different rate directly with Stripe, please let us know so we can ensure your account is set up correctly.

Q. Can I pass these fees on to the payer?

A. Yes, you can enable the surcharge option within the Digital Payments section of MediRecords.

When this is set up, the calculated surcharge will be automatically added to the invoice total at the time of processing a Stripe payment.

This helps ensure that any transaction fees are covered as part of the payment.

Q. My password manager keeps asking to save patient card details – can I stop this?

A. Yes, most password managers let you control whether card details are saved on a per-website basis. Here’s how you can manage this with some popular password managers:

• LastPass
  Navigate to the website where you prefer not to save your card details.
  When prompted, click Never for this site or a similar option.
  If that’s not available, open your LastPass vault, find the site’s settings, and disable card saving for that site.
• Dashlane
  Open Dashlane and go to Autofill Settings.
  Find the website in your saved list or add it manually.
  Turn off card autofill for that specific site by toggling the setting.
• 1Password
  Open 1Password and locate the entry for the website.
  Remove any stored card details or avoid saving them.
  Alternatively, use the browser extension to ignore prompts to save card details on that site.
• Bitwarden
  When asked to save card details, choose Never for this site or similar.
  Or, open your Bitwarden vault and update the settings for that website to prevent card autofill.
• Built-in Browser Managers (Chrome, Safari, Edge, etc.)
  Most browsers allow you to manage autofill and payment settings.
  Go to your browser’s autofill settings and either add the website to an exclusion list or decline to save payment details when prompted.

Q. Our organisation has multiple locations with different bank accounts. Can we connect separate Stripe accounts for each location?

A. Yes, each practice within your tenant can be set up with a different Stripe account using separate email logins. Alternatively, you could use one registered Stripe account and create multiple business accounts within it to manage payments for different locations.

Q. Is Stripe currently offering any discounts to MediRecords customers?

A. No, Stripe applies the same standard rate to all customers when they register.

If customers choose to pass the fees on to the payer, they won’t incur any costs themselves, as the fees will simply be added to the payment amount.

Customers are welcome to negotiate their rates directly with Stripe based on their transaction volume. If a customer manages to secure a lower fee, they must inform MediRecords so we can update the fee calculations accordingly. Otherwise, there is a risk of unintentionally applying an unlawful surcharge to their payers.