When a client pays an invoice, funds flow from the client to Copilot, and then from Copilot to your connected payout account. If a payment is disputed, the transfer from Copilot to your payout account is reversed. 

If the dispute is won, the transfer reversal will be voided and the funds returned to your connected payout account. 

If the dispute is lost, the funds will not be returned since otherwise we're effectively absorbing the cost of the dispute.

If Copilot receives notice that a client has disputed a transaction, we will reach out to you and ask for any evidence that will help us counter the dispute and get your funds back to you as soon as possible.

Stripe requires detailed evidence for countering a dispute. We'll ask you to provide some of this evidence depending upon the dispute category.

If your brand or DBA name differs from your legal business name used for invoices, you can set your legal business name in Settings > General.

The QBO integration is a 1-way sync from Copilot Dashboard to your QBO account. Once an invoice is in an Open state, a matching invoice and customer (if the customer doesn't yet exist) is created in your QBO account.

If the customer already exists in your QBO account, the invoice sent to the client in your portal will be matched to the customer in QBO.

From there, changes to the invoice and payments are tracked and sent to your QBO account.

Each line item in an invoice is associated with the default Sales service setup in your QuickBooks account.

Note: Since this is a 1-way sync, when you create an invoice in QBO, the invoice will not be automatically created in the Copilot Dashboard. 

If one of your clients requests a refund for an invoice paid via Copilot, we do not have a way built into the product for you to process the refund on your own (coming soon).

However, we're more than happy to process the refund for you, please reach out to our support team. We will need the following information:

• Client's email address
• Invoice number
• Amount to be refunded

Please note that a refund can be processed only if your connected account has available funds. 

At this time you cannot bring your own payment processor with you. In all transactions we internally use Stripe Connect, requiring separate Stripe Express accounts, for payment processing and act as the merchant.

This means that when your clients pay, money first flows to us, and then we immediately send the payout to you. The payment processing fees you see advertised are inclusive of all fees, you do not pay any additional fees. 

The reason we do this is because it gives us full control over the payment experience and lets us provide features that we otherwise could not. For example, we let you decide whether you want to pay payment processing fees or whether you want to pass them onto clients. This is only possible because of the setup we have in place. 

As of November 16, 2023, we no longer support connecting Standard Stripe accounts for payouts. You can still connect your bank account to receive funds in Settings > Payout account.

Due to updates with our Stripe Connect platform, we were required to migrate all existing connected Standard Stripe accounts to Stripe Express.

The reason we've done this is because it gives us full control over the payment experience and lets us provide features that we otherwise could not. For example, we let you decide whether you want to pay payment processing fees or whether you want to pass them onto clients. This is only possible because of the setup we have in place.

This occurs when:

• Stripe is verifying the information that was provided, such as an ID document upload.
• Stripe is performing a watchlist check against a list of prohibited individuals and businesses.
• Stripe is reviewing the account for suspected fraudulent activity.

Stripe will automatically update your account’s status when the review finishes.

If your account is still pending review after 7 business days, please contact our support team.

The currency used for the billing App is the same as the currency of your connected bank account.

If you need to change the currency, please contact our support team. We will need to disconnect your current connected bank account. Then, you can replace it with an account using your desired currency.

You can update a client subscription by going to Billing > Subscriptions, clicking the 3 dots next to subscription, and selecting Edit.

Here you can update line items and payment methods. On the right sidebar you can also prorate changes and/or reset the billing cycle. The right sidebar provides a preview of the date and amount for the next invoice.

The amount of time it takes for money to arrive in your bank account depends on the payment method and whether this is the first payout.

If your client paid via credit card it will take 2-5 business days for money to arrive. If this is the very first payout it may take an additional 2 business days.

If your client paid via ACH it will take 5-9 business days. If this is the very first payout it may take an additional 2 business days. 

ACH payments are batched throughout the day for processing. A transfer initiated later in the day might not be included in the earliest batch, adding a day to the processing timeline.

Funds will be deposited to your Stripe Express account, and then take an additional 1-2 business days to be deposited to your connected bank account. This additional processing time is included in the processing estimates listed above.

We plan to add more options in the future, but currently we support connecting payout accounts for the US, UK, Canada, and Australia.