Once a customer paid, when will we see funds hit our account?
If customer paid via credit card - depending on the time of day when the customer completed their checkout, you should receive funds into your bank account within 1-2 business days
If customer paid via ACH - depending on when the customer initiates payment. Once the customer funds arrive at an Ande account, funds will be deposited into your bank account on the same day
How will Ande payouts appear in our bank deposits?
The deposit will have a custom memo code with information about what event the payment is associated with, for easy reconciliation, in the format of:
Ande <venue name> <event date> <tripleseat event ID>
How do we get billed for the 0.6% processing fee?
Processing fees are deducted from your event payouts on a net basis, meaning they are withheld directly before deposits are made to your account. You’ll see deposits that already reflect the 0.6% fee. You will not receive a separate monthly invoice for processing fees, since they are applied automatically as part of your settlement process.
Note: This 0.6% fee is charged to your venue and deducted from your payouts. It is separate from the credit card processing fee your client pays at checkout, which varies by card network — see Credit Card Processing Fees.
Who is the merchant of record?
Ande is the merchant of record. Ande charges your client, processes the payment on your venue's behalf, and remits the funds to you. This is why receipts, invoices, and W-9s all come from Ande rather than your venue. You're not required to disclose this in client contracts — but if you'd like optional language to share with clients, see Explaining Ande to Your Clients: Disclosure & Contract Language.
We accidentally overcharged a customer. How do refunds work?
For customer credit card transactions - the events team has direct access to initiate refund on any customer payment that was made. If you’ve set up direct debit with Ande - the refund amount will be automatically withdrawn from your account. Otherwise - Ande billing team will reach out with transfer instructions
For customer ACH transactions - please reach out to Ande billing team at [email protected] to initiate a transfer with the customer
Are credit card processing fees refundable?
Credit card processing fees themselves are non-refundable. However, your venue may choose to issue a full refund to the client that includes the processing fees and absorb the cost.
When you issue a refund for the full transaction amount (including processing fees), the client will receive the full amount back to their original payment method. After the refund is completed, Ande will bill your venue for the processing fee amount.
To refund the full amount, simply enter the total transaction amount in the refund field when issuing the refund in Ande.
If you believe a payment or transaction fee was charged in error, please contact [email protected] for assistance.
What happens with disputes?
Ande is the entity that charges the end customer, any dispute will first be received and evaluated by Ande. Our billing department will promptly reach out to you in any case where a dispute has been received, in order to collect and submit any needed documentation for the dispute process.
Do clients need our W9 form for ACH payments?
No, clients should not receive your venue’s W9 form directly. All W9 forms must come from Ande, since Ande is the merchant of record — the entity that receives customer payment and issues payouts to your venue.
If a customer requests a W9, please direct them to use the Ande W9. You can contact [email protected] to receive the most recent version of our W9 to share.