Q: How does payment work?
A: When you place an order, payment is collected immediately and held in escrow by FursonasFactory through Stripe. Funds stay in escrow until the order is confirmed complete. The artist doesn’t receive the money until you confirm.
Q: Is my payment information stored by FursonasFactory?
A: No. FursonasFactory does not store your payment card details. All payment processing is handled by Stripe. We only receive transaction status and amount information.
Q: What cards are accepted?
A: All major credit and debit cards processed by Stripe are accepted.
Q: What happens to my money if the artist doesn’t deliver?
A: If the artist fails to deliver and the order is canceled, you’re entitled to a full refund. You can also open a dispute, during which escrow remains frozen until staff resolve the situation.
Q: What is the auto-release?
A: If you receive a delivery and don’t confirm or dispute within 7 days, escrow is automatically released to the artist. If you have concerns, open a dispute before those 7 days are up.
Q: Can I get a refund after I’ve confirmed the order?
A: No. Once you confirm, the transaction is final and escrow is released. If there’s a problem with the delivery, open a dispute before confirming.
Q: What if I want to dispute a charge through my bank instead?
A: Filing a chargeback bypasses the platform’s protection systems and is a violation of the Terms of Service — it will result in permanent account termination. Always use the built-in dispute system first.
Q: What currency does FursonasFactory use?
A: All transactions are processed in US dollars (USD) through Stripe. If you’re outside the US, Stripe handles currency conversion according to their standard rates.
Q: Is there a minimum or maximum order value?
A: There’s no platform-enforced minimum or maximum. Artists set their own prices. Very low prices may result in negligible payouts after platform and Stripe fees.
Q: What are Stripe’s processing fees?
A: Stripe charges their standard processing fees deducted from the artist’s payout. Stripe’s current fee schedule is available at stripe.com. FursonasFactory does not set or control Stripe’s fees.
Q: Can I pay for a commission in installments?
A: Installment payments are not currently supported. The full commission price is collected at order placement and held in escrow.
Q: What happens to escrow if I open a dispute?
A: Escrow is frozen during an active dispute. Neither party receives the funds until staff make a determination.
Q: Can I tip an artist beyond the agreed commission price?
A: Tipping through the platform’s payment system is not a built-in feature at this time.
Q: What if my payment fails when placing an order?
A: If payment fails, the order is not created. Check your card details, ensure sufficient funds, and try again. If you continue to have issues, try a different payment method.
Q: What happens to escrow if an artist’s account is terminated mid-commission?
A: If an artist is terminated before completing an accepted order, escrowed funds are handled with Buyer protection prioritized — you will typically receive a full refund for incomplete work.
Q: Can I see a receipt for my order?
A: Order details including the amount paid are visible in your order detail page. Contact support@fursonasfactory.com if you need a formal receipt.
Q: Is there a payment hold period before artists can withdraw their payout?
A: Once escrow releases, funds move to the artist’s Stripe Connect account. Stripe’s standard payout schedule then applies — typically a few business days.
Q: Are there any fees for buyers?
A: Buyers pay the listed commission price. The 10% platform fee is deducted from the artist’s payout — it is not an additional charge to the buyer.
Q: What happens if Stripe has an outage when I’m trying to pay?
A: If Stripe experiences an outage, payment processing may be temporarily unavailable. Try again after a short wait. Contact support@fursonasfactory.com if the issue persists.
Q: Can I pay with PayPal or other payment methods?
A: FursonasFactory processes payments exclusively through Stripe. PayPal and other external payment services are not supported. Arranging payment through external services to avoid platform fees is a Terms of Service violation.
Q: What is escrow and why does FursonasFactory use it?
A: Escrow means a neutral third party holds the funds until a condition is met. FursonasFactory holds payment in escrow until the commission is confirmed complete. This protects buyers from paying for work that’s never delivered, and protects artists from buyers who receive work and then claim they never got it.
Q: Does FursonasFactory earn interest on funds held in escrow?
A: Escrow funds are managed through Stripe. Any interest or float on held funds is governed by Stripe’s terms — FursonasFactory does not separately earn interest on escrowed funds.
Q: Can an artist see the escrow balance for their active orders?
A: Yes. Order detail pages show the escrow amount tied to that order. Your Analytics Dashboard also shows pending and released payment totals.
Q: What is the difference between “escrow released” and “payout received”?
A: Escrow released means FursonasFactory has triggered the release of funds to your Stripe Connect account. Payout received means Stripe has transferred those funds from your Stripe balance to your bank. The gap is Stripe’s standard payout schedule — typically a few business days.
Q: Can a buyer freeze escrow without opening a formal dispute?
A: No. The only mechanism that freezes escrow is a formal dispute. If a buyer simply doesn’t confirm or respond, the 7-day auto-release eventually fires.
Q: What happens if there’s a payment dispute at the bank level while an order is active?
A: If a buyer’s bank flags a payment (not the same as a platform dispute), Stripe may notify FursonasFactory. Contact support@fursonasfactory.com if you’re an artist dealing with this situation — don’t panic, these situations are case by case.
Q: Is Stripe’s payment processing secure?
A: Yes. Stripe is a PCI DSS Level 1 certified payment processor — the highest level of certification in the payment industry. All card data is handled by Stripe and never touches FursonasFactory’s servers.
Q: What happens if the platform itself shuts down — are escrowed funds safe?
A: Escrowed funds are held in Stripe’s infrastructure, not in a FursonasFactory bank account. In a shutdown scenario, Stripe’s standard procedures would govern fund disposition. This is a platform risk that exists with any marketplace — our intention is to operate indefinitely.
Q: Can I pay for multiple orders from the same artist in one transaction?
A: Each order is a separate transaction. Combined payments across orders are not currently supported.
Q: What happens if I receive a refund but then get charged again?
A: This would be an error. Contact support@fursonasfactory.com immediately with your order ID and transaction details. Duplicate charges are not expected behavior and will be investigated and corrected.