When your monthly payout lands in Stripe, here is how to read it.
In your Stripe dashboard
Money from us arrives as a transfer from the Platform Health account into your balance — look under Balance → Transactions, not under Payouts. (Payouts is the separate leg where Stripe moves your balance on to your bank, on your own account's schedule.)
What the amount is
The transfer is the full agreed wholesale for the statement. Platform Health takes no fee out of it — the platform fee is charged to the clinic — so there is no application fee on the line and nothing is deducted before it reaches you.
Refund lines
Refunds are settled against the statement rather than shown as separate Stripe lines. Reconcile them from the statement CSV in your dashboard.
Statement export
For the line-by-line breakdown your accounting team will want, download the period CSV from Past payouts in your dashboard rather than exporting from Stripe — Stripe only sees one transfer per statement, while ours breaks it out per clinic.
Reconciling against our dashboard
Every order in Stripe has a corresponding entry in our Sales → Orders view in your dashboard. If you ever need to reconcile a number, the order ID is the foreign key — same in both systems.
Disputes (chargebacks)
If a client files a chargeback through their bank, it shows up in Stripe as a "Dispute". You will get an email within minutes. The flow:
- We collect the evidence (order, tracking, signature)
- You add anything specific from your side (lot number, photos)
- We submit to the bank
- The bank decides within 60-90 days
If we win, the funds are returned to your balance. If we lose, the chargeback amount stays debited and we add a small chargeback fee.