Kipu Payments: Stripe Integration Responsibilities

This feature is currently in limited release to a select group of clients and will be rolling out to everyone in the coming months.

Kipu has partnered with Stripe to provide payment processing for Kipu Payments. This article is intended to help users understand which aspects are managed by Kipu, and which are managed by Stripe. Understanding which areas fall under Kipu's responsibility and which fall under Stripe's will make it easier to identify which support team to contact, and to help resolve issues more quickly. 

For an overview of Kipu Payments in general, click here.

Responsibilities

This section explains which responsibilities are handled by Kipu, and which are handled by Stripe. These responsibilities include providing information and customer support in addition to responsibility for functions and issues.

Kipu	Stripe
Patient payment experience Reporting and analytics Kipu integrations (currently the EMR) Creating payment plans and payment links (Coming Soon)	Payment processing Financial compliance Fund transfers to the connected bank Payment receipts

Support and Troubleshooting

Each platform is responsible for certain elements of the payment process, so getting in touch with the appropriate support team will ensure the quickest resolution.

• For questions about Kipu Payments, contact Kipu's support team.
• For questions about your Stripe account or payouts, contact Stripe's support team directly. Please have your Stripe account number available. You can get the account number from Kipu Support. 

Creating a Stripe Account from Kipu Payments

You will create a Stripe account through Kipu, but the information is hosted by Stripe, who is responsible for verification, any questions about official documentation, what documentation or information is required, etc.

Kipu is responsible for hosting the areas where this information is collected. If you cannot access the Account Management tab, if fields are not loading correctly, saving correctly, or you have questions about what information is supposed to go in which fields contact Kipu Support (though do not give them sensitive information such as EINs, SSNs, or documentation containing any information of this sort).

Payment Methods and Fees

Stripe processes all payments made and stores payment methods and information. 

Kipu provides the interface where payment methods are recorded, provides records of payments, etc., but does not store the information itself. 

How Funds Arrive

All payments are sent to Stripe upon successful transaction. Stripe will then transfer those funds to your facility's bank according to your payout schedule. They will become available dependent on the payment method used, and your bank's processing times.

Kipu will not hold payments and is not responsible for when and how funds move. 

Payouts and Scheduling

Payout and bank management occurs in the Account Management section of the Kipu environment, but Stripe is responsible for the actual payouts. 

If you need help with setting up the section, speak with Kipu Support, but if you have questions or issues with the payouts themselves, contact Stripe.

Disputes and Other Issues

A dispute occurs when a patient disputes a payment with their card issuer. These disputes can occur as one of the following:

• An inquiry or retrieval, which usually comes in the form of a request for additional information about the transaction.
• A chargeback, which causes funds to be withdrawn from your account immediately.

Disputes appear in the Account Management section of the Kipu product but while Kipu Payments provides the the tools needed to work disputes, it has no ability to resolve them.