Squarespace Payments Processing Times

I am SO frustrated with the lack of solid and reliable information regarding Squarespace Payments specifics.

I'm an avid Stripe user, was offered the Squarespace Payments option and made the switch from Stripe a few days ago.

I like to have all the information I can, so I scanned the guides and they were definitely lackluster, but I like having all the payment options in one place so I moved forward and switched things up.

In trying to get clarification on all the important things so I can prepare (processing times, payout schedule, etc.) I realized quickly that not only is the User Guide not equipped to answer these questions in totality, customer support isn't either. They don't have any REAL numbers for processing times, account info, applicable holds, payout schedule and are going by the same User Guide we are. 

Does anyone have a solid idea of the processing timeline from purchase to Payouts and then the timeline from Payouts to deposit into your account? I can't get a solid answer from Customer Support, only that non-Stripe users are subject to a 14 business day hold.

I dont have any answers on this either, but am commenting in solidarity that this process is under-explained despite being very very easy to sign up for and "utilize". Sent my first invoice and received payment on Friday well before Noon, got a message that it takes a business day, now its Sunday and I am wondering if I will have the money in my account on monday eod, or if it takes a business day to process AND THEN go to payout, and that payout takes an additional 2 days?? Also did not see anything about a 14 day hold??

I totally agree. Very frustrated by extended “processing” time for my payouts with no explanation from Squarespace. If this the norm, I’m going elsewhere.

Agree completely with all of you. I've been stuck in a Support hamster wheel going on 21 days with the worst Squarespace Support experience in 12 years. It's a complete mess and now they just aren't answering at all. Should never have connected to Squarespace Payments and should have pushed harder to have Stripe added back to my account.

Has there been any update on your processing times? I'm currently on Day 15 of waiting for my funds to be processed. Customer Service is so slow with their response times. I'm concerned with how much time this is taking. I connected my Stripe account, but for some reason, Squarespace Payments defaulted when my first sale took place. Would love to hear back about any progress with this. If my funds weren't still tied up, I would cancel my subscription and move elsewhere.

On 5/3/2024 at 10:23 AM, hannahspencer said:

I am SO frustrated with the lack of solid and reliable information regarding Squarespace Payments specifics.

I'm an avid Stripe user, was offered the Squarespace Payments option and made the switch from Stripe a few days ago.

I like to have all the information I can, so I scanned the guides and they were definitely lackluster, but I like having all the payment options in one place so I moved forward and switched things up.

In trying to get clarification on all the important things so I can prepare (processing times, payout schedule, etc.) I realized quickly that not only is the User Guide not equipped to answer these questions in totality, customer support isn't either. They don't have any REAL numbers for processing times, account info, applicable holds, payout schedule and are going by the same User Guide we are. 

 

Does anyone have a solid idea of the processing timeline from purchase to Payouts and then the timeline from Payouts to deposit into your account? I can't get a solid answer from Customer Support, only that non-Stripe users are subject to a 14 business day hold.

 

I'm frustrated as well. There is zero communication, zero helpful guides to help point to where my money is going, why it takes so long or even how long this process takes. Stripe was quick, reliable and easy to use. How do I get back to Stripe!?

Hey All - 

I am not sure if these forums are just a place for us to vent into the abyss,  but I suppose it's some small comfort in knowing I'm not alone in navigating this nightmare situation. I managed to survive the insane 14 day initial hold, got the first payout and then immediately one more,  but now I have almost six pending orders already paid by my customers nearly 5 days. ago..... which means thousands of dollars are sitting in limbo and i cant get started on fulfilling my customers needs. They want to know how my progress is on their custom orders and I look like a joke because I can't get the materials without this cash. Truly shameful, SQUARESPACE. WTF.   HOW CAN WE RUN OUR BUSINESSES WITH OUT THE CASH FLOW, SQUARE SPACE? Its obvious that they are either forcing SS Payouts as a way to illegally hold funds and do I know not what , or are just so out of their league on managing this new service that they've left us to flounder around and gone radio silent. NOPE

I truly cannot fathom why a company that has had and is still maintaining this "best in the industry" and "supports small businesses" narrative... literally not offer customers the option to contact Customer Service by phone., barely by chat, and rarely by email. UNACCEPTABLE.  I live in NYC and i am honestly about to march my happy ass down to 25 Varick Street, floor 12 and put a face to a name for them. 

I'm so disappointed to hear that these issues persist.

On 7/13/2024 at 11:51 PM, Odehar said:

Has there been any update on your processing times? I'm currently on Day 15 of waiting for my funds to be processed. Customer Service is so slow with their response times. I'm concerned with how much time this is taking. I connected my Stripe account, but for some reason, Squarespace Payments defaulted when my first sale took place. Would love to hear back about any progress with this. If my funds weren't still tied up, I would cancel my subscription and move elsewhere.

Was this your first payout? There is a 14-day hold that applies to all first payouts, but that information is hidden in the depths of support articles rather than front and center in the Squarespace Payments set-up process where it should be. Did it finally make it to you? Mine took 22 days total and a very badly handled support ticket. Unfortunately, subsequent payouts have been inconsistent. Some take a day to payout or as much as 5 with no explanation. It feels arbitrary and just like a wait and hope. Hope you got a resolution!

On 7/22/2024 at 11:29 PM, FOROMarbleNYC said:

I managed to survive the insane 14 day initial hold, got the first payout and then immediately one more,  but now I have almost six pending orders already paid by my customers nearly 5 days. ago

Unfortunately, this is standard when using Stripe (which is the platform that operates Squarespace Payments) so this hold would happen regardless. But your comments about your poor customer service experience are on the money. I've always had mostly great service from Squarespace Support until this incident. Sadly, Squarespace Payments just seems to be one step removed and in the way of the merchant (us) and the payment processor (Stripe). 

Is this still an issue for anyone else? I had to email customer service because I'm not getting answers anywhere else, and it seems like they're doing that on purpose. It's very frustrating. I hit the 14 day window but still nothing. At this rate, I'd rather go back to Honeybook.

On 7/22/2024 at 11:29 PM, FOROMarbleNYC said:

Hey All - 

 

I am not sure if these forums are just a place for us to vent into the abyss,  but I suppose it's some small comfort in knowing I'm not alone in navigating this nightmare situation. I managed to survive the insane 14 day initial hold, got the first payout and then immediately one more,  but now I have almost six pending orders already paid by my customers nearly 5 days. ago..... which means thousands of dollars are sitting in limbo and i cant get started on fulfilling my customers needs. They want to know how my progress is on their custom orders and I look like a joke because I can't get the materials without this cash. Truly shameful, SQUARESPACE. WTF.   HOW CAN WE RUN OUR BUSINESSES WITH OUT THE CASH FLOW, SQUARE SPACE? Its obvious that they are either forcing SS Payouts as a way to illegally hold funds and do I know not what , or are just so out of their league on managing this new service that they've left us to flounder around and gone radio silent. NOPE

 

I truly cannot fathom why a company that has had and is still maintaining this "best in the industry" and "supports small businesses" narrative... literally not offer customers the option to contact Customer Service by phone., barely by chat, and rarely by email. UNACCEPTABLE.  I live in NYC and i am honestly about to march my happy ass down to 25 Varick Street, floor 12 and put a face to a name for them. 

 

 

Do it!! Let us know how it goes. Because this is ridiculous and there's no explanation for it. If they weren't ready for the sheer volume of work this would require, they should have never rolled it out.

Hey Squarespace,

Let me get this straight. You charge a fee to receive payments and then another fee if we want an immediate transfer while we wait in limbo for a payout with no expected due date? You're tying up MY money, interrupting my cash flow and not explaining why for an undetermined amount of time. Not good business.

Will be researching competitor while I wait for my payout.

This is absolute bullshit.
Who the hells holds a PAYMENT for 14 business days?!

And the fact that it's conveniently buried is utterly duplicitous and greedy.

I'm going to issue a refund and go back to using PayPal.

The squarespace business plan can I add my paypal to my site to receive clients paxments? I not wanrt use stripe.(too restrictive) I not want a shop, I offer multiple digital services on my site, is that possible with squarespace busines splan without need the shop plan?

Has anyone got a response in regards to when their payouts will be received? Or has anyone received their funds? It is now Day 15 & funds aren't being processed and no response from SquareSpace via email. This is very discouraging and I wish I had done my research before linking my business to SquareSpace if this is how things will be. 

Squarespace has been holding my money for 30 days! They have crippled my business. I cannot buy supplies or ship! I have no money it’s just sitting! They said I cannot use Chime as my bank but yet it was connected when I signed up! Now they tell me to change to an acceptable bank and have disabled my account! I sent PayPal statement and they said you cannot use PayPal as a payout account! Or stripe! But that’s on their website that you can use paypal and stripe! 

Squarespace Payments is also crippling my business. I have been seeking support for three weeks. I have everything set up correctly; however, my account shows that it is suspended. I have been trying to contact support as instructed in the dashboard. Support says they have to send to another support for Payments specifically. No reply or way to contact them. I decided to switch to Stripe, and found out today I cannot switch because there is a pending support case, which they will not respond to. Frustrating and devastating. It may be easier to build a new site on a different platform.

What’s crazy is that they use Plaid to verify bank accounts and they hold the first payout for TWO WEEKS? Make it make sense. I believe they’re holding to make interest off of the funds. I didn’t have this problem on Shopify and only came over here because it could be integrated with Square payments which I use mostly. I’m looking into going back to Shopify with my tail between my legs after this month. Glad I didn’t sign up for a year. 

I had a customer buy some products on October 25. I still haven't received a payout. When I checked today, it says that it's been paid. 

Who do I contact to receive my payout. 

Thanks!

I also have not received any payouts since Oct 24. What is going on?

I also have not received a payout for a transaction in my shop (using squarespace payments) on 30th Oct, nearly 4 weeks ago. This is the first and only transaction made and I am waiting for the payout before I open the shop to the public. Squarespace support have not been very helpful - I have had to chase responses and only received holding responses to say they are investigating the issue. Meanwhile i'm paying for the business plan which I can't use. 

I'm at the point of trying to change to Stripe or using a different provider altogether. 

I'm switching to Bloom officially. It's a CRM with an actual payment system that works, and a website builder. This is a tipping point. There is NO reason for this forum to be THIS big with how much money Squarespace makes. None. 0. Not even a. ghost of a reason. This should have been patched in the summer. 

I recommend everyone switch to a different service.... this is greedy and disrespectful to the customer base at large.