Stripe is a payment processor that connects to Simplero to accept credit cards, debit cards, Apple Pay, Google Pay, and other payment methods. See the Set Up a Payment Processor guide to connect Stripe to your account.
In this guide
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Canceled PaymentIntents in your Stripe dashboard
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Incomplete PaymentIntents in your Stripe dashboard
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3D Secure (3DS) authentication
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Refunds and where your money goes
Canceled PaymentIntents in your Stripe dashboard
When someone views your order form, Simplero briefly asks Stripe which payment methods your account can accept.
To get an answer, Stripe requires us to create a PaymentIntent. We cancel it immediately, in the same second. That's why they appear in your Stripe dashboard as Canceled — with amounts that do not match any of your products, and no payment method attached.
Nothing is charged. No funds are captured. No customer data is touched. These are system checks, not purchases, so they do not appear in your Simplero transactions.
These canceled PaymentIntents carry the description "Simplero payment method check (no charge, no customer data)". You can safely ignore them.
Incomplete PaymentIntents in your Stripe dashboard
You may also see payments labeled Incomplete in your Stripe dashboard. This is expected behavior.
Simplero uses Stripe's PaymentElement to display the payment form on your checkout. A PaymentIntent must be created before the form can render. This initial PaymentIntent has an Incomplete status and is not yet tied to a Simplero order — no purchase has been completed yet.
Learn more in Stripe's documentation on third-party integrations and incomplete PaymentIntents.
3D Secure (3DS) authentication
3D Secure (3DS) is a security layer required by European Strong Customer Authentication (SCA) regulations. It asks customers to verify their identity during checkout, for example with a one-time code from their bank.
For most accounts, Stripe handles 3DS automatically. Simplero uses Stripe's automatic payment methods, which includes SCA/3DS as part of the standard checkout flow — no configuration needed in Simplero or your Stripe Dashboard.
If your account predates automatic payment methods, you may need to enable 3DS rules manually in your Stripe Radar settings. Go to Stripe Radar Rules in your Stripe Dashboard to check.
Some customers may see the 3DS pop-up blocked by an ad blocker or a browser that blocks embedded pop-ups. Ask them to disable those temporarily during checkout.
To see which payment methods Stripe supports and how to turn them on or off, see the Manage Stripe payment methods guide.
Refunds and where your money goes
Stripe handles all money received when a customer pays through them. Simplero never touches your funds.
To refund a transaction, use the Refund button on the purchase page in Simplero. Stripe manages the actual movement of money back to your customer.
If you have questions about why you have not received money, or how a refund is being returned to a customer, contact Stripe support directly.
For a full walkthrough of refunds, credits, and returns, see the Troubleshooting Payments and Refunds guide.
Troubleshooting
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Why did a customer's payment fail?
Check the transaction in your Stripe Dashboard for the decline code. Common causes include expired cards, insufficient funds, or authentication failures. Stripe's documentation explains each code.
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Why isn't 3DS working?
Ask the customer to disable any ad blockers during checkout — the 3DS pop-up can be blocked. For older accounts, check that 3DS rules are enabled in your Stripe Radar settings.
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How do I add or remove payment methods?
Payment methods are managed in your Stripe Dashboard, not in Simplero. See the Manage Stripe payment methods guide.
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Why do I see canceled or incomplete payments in Stripe?
See Canceled PaymentIntents and Incomplete PaymentIntents above. Both are expected and harmless.
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