Congratulations on winning your first ever Secure Payments shipment listing! We thank you for your continuous support and valuable contributions in making CitizenShipper the #1 pet transportation marketplace in the US.
We understand the importance of getting paid promptly once a shipment is completed. That’s why we’ve created a comprehensive guide for you, with suggested steps on how to ensure a smooth payout process.
The first step to take after winning your first Secure Payments shipment is making sure your Stripe Connect onboarding is complete. Stripe Connect is the service used to pay out drivers. With this service you can set up payments to be sent directly to your bank account. You can find the direct link to sign up in your driver profile. When signing up, make sure to have your banking information and personal details on hand. You cannot receive payment without completing your onboarding with Stripe Connect.
**Stripe requires some users to enable two-step authentication when using the Dashboard to provide an additional level of security. For more information visit this article: https://support.stripe.com/questions/two-step-authentication-requirement
To learn more about how to create your Stripe Connect account, please check out this video tutorial
Documenting the journey
We highly recommend keeping records throughout the transport. In the event of a payment dispute or on the off chance we cannot reach a customer to confirm delivery, these documents will serve as proof of a successful delivery. Below are some suggestions of how to document your shipments:
-Take plenty of photos and/or videos throughout the trip, especially at pickup and delivery
-Keep communication with the customer in writing as much as possible. If you have a discussion over the phone, follow up with the customer via text with notes from the call.
-Take screenshots of your live GPS location along the journey
(Photos of documentation examples)
Personal Identification Numbers (PINs) are an important part of the payout process. They will be used by the customer to authorize the release of your funds.
Customers will receive two PINS with their shipment: The Pickup PIN and the Delivery PIN
It is your responsibility to mark a shipment as “Picked up” as well as “Delivered.” When you do this, you will be prompted to enter the corresponding PIN code, which you will collect directly from the customer.
Please note the Pickup PIN should be collected from the customer ONLY AFTER their pet is picked up. The Delivery PIN should be collected from the customer ONLY AFTER their pet is successfully delivered.
If a customer loses their PIN, no worries! You can trigger the PIN to be resent to the customer by clicking the “Resend PIN” button on their listing.
**If you do not receive a Delivery PIN from the customer within 72 hours of delivery, please contact CitizenShipper customer support with confirmation of the delivery and we can release payment for you.
You can find out more details on how PINs work here: (Link to PINS article)
Once you’ve inserted your delivery PIN, we will review all the information and after the dispute window has passed, initiate the process of releasing your payment to your preferred payout method as selected during the Stripe Connect onboarding process. To get updates on the status of your payouts, pending and executed balances and transactions, please use your Stripe Express account dashboard.
To track the status of your payout, simply head over to the Overview tab and click on the see details button to get information on the status of your payout:
And finally, once the payout is close to reaching your account, you will also receive an SMS message from Stripe
Disputes, refunds, cancellations
In case of any unforeseen issues with your shipment booked under the Secure Payments Program, please contact our support team at firstname.lastname@example.org.
**For shipments in our Secure Payments Program, the CitizenShipper cancellation policy will take priority over any personal driver refund policies.
To learn everything else regarding this exclusive opportunity, check out our FAQ article, step by step walkthrough or Secure Payments system and all about Safe Travel PINs