Stripe Frequently Asked Questions
Have questions about using Stripe with eCELLAR? We’ve put together answers to some of the most common questions about switching, pricing, hardware, payment processing, security, and what to expect during onboarding.
Getting Started
1. Why is eCELLAR offering Stripe?
We’re committed to providing wineries with choice, flexibility, and access to modern payment technology. Stripe is one of the world’s leading payment platforms and provides a strong foundation for future eCELLAR payment enhancements, including device and online Apple Pay, Google Pay, Accelerated Checkout, and additional payment innovations.
2. Do I have to switch to Stripe?
No. Stripe is an alternative payment processing option. If you’re happy with OpenEdge, you can continue using it. eCELLAR will continue to support OpenEdge and maintain the integration as the platform evolves.
3. Can I switch to Stripe later?
Absolutely. There is no requirement to make the switch immediately. You can begin the Stripe onboarding process whenever you’re ready.
4. Can I use both Stripe and OpenEdge?
No. A winery cannot process payments through both Stripe and OpenEdge simultaneously within eCELLAR. You’ll need to select one payment processor for your eCELLAR environment.
Pricing & Processing
5. What are Stripe’s processing rates?
Current eCELLAR Stripe processing rates are:
- Card Present: 3.70% + $0.05
- Card Not Present: 3.90% + $0.30
- MOTO: 4.40% + $0.35
Visit our Pricing & Rates guide for complete details.
6. Are the processing rates flat?
Yes. Stripe processing through eCELLAR uses flat rates based on transaction type, making processing costs more predictable and easier to understand.
7. What transaction types does Stripe support?
Stripe supports the transaction types you currently use within eCELLAR:
- Card Present
- Card Not Present
- MOTO (Mail Order / Telephone Order)
Visit Understanding Credit Card Transaction Types for examples and additional information about how each transaction type is classified.
Onboarding & Token Migration
8. How long does onboarding take?
The overall timeline can vary. The primary factors are Stripe’s underwriting review, migration of your existing payment tokens, and receipt and setup of your new payment hardware. Because token migration can take several weeks, we recommend allowing plenty of time for the transition rather than waiting until you’re ready to immediately begin processing through Stripe.
9. What happens to my saved credit card information?
Your existing payment information is securely transferred from OpenEdge to Stripe in the form of tokens. During onboarding, we’ll provide instructions for requesting the migration and help guide you through the transition.
Important: Once your tokens are migrated from OpenEdge to Stripe, you will no longer be able to process refunds or credits in eCELLAR for payments originally processed through your previous OpenEdge gateway.
10. What is a tokenized credit card?
Tokenization replaces sensitive credit card information with a unique, secure token that can be used to process future payments without eCELLAR storing the customer’s actual credit card number.
Payment Hardware
11. Do I need new payment hardware?
Yes. Stripe requires Stripe compatible payment hardware.
Unlike OpenEdge, you’ll need access to a Stripe payment device when processing transactions involving a new credit card, including MOTO transactions where the card information is entered manually. Visit our Stripe Hardware Guide to compare available devices and determine how many you may need.
12. Can I continue using my existing OpenEdge payment devices?
No. Your existing OpenEdge devices cannot be used to process payments through Stripe. You’ll need Stripe compatible payment hardware.
13. Do I need a payment device if I don’t have a physical POS station?
Yes. Even if you primarily process payments through a virtual terminal or back office workstation, you’ll need access to a Stripe payment device for transactions involving new credit card information, including MOTO transactions.
Wine Club & Customer Experience
14. Does Stripe work with Wine Club and Allocation processing?
Yes. Stripe fully supports Wine Club and Allocation processing using securely stored, tokenized payment methods. These transactions are processed as Card Not Present transactions.
15. Will my customers notice any changes?
For most customers, very little will change initially. They’ll continue placing orders, purchasing wine, and joining Wine Clubs much as they do today. Phase 2 will introduce additional payment options, including Apple, Google, and Samsung Pay, as well as an Accelerated Checkout, creating an even more streamlined payment experience.
16. When will Apple Pay, Google Pay, and Samsung Pay be available?
Support for digital wallet functionality is planned for Phase 2, which is currently underway. This includes Apple, Google, and Samsung Pay, as well as an Accelerated Checkout functionality.
Security
17. Is Stripe PCI compliant?
Yes. Stripe is PCI DSS compliant and uses industry leading security practices to protect sensitive payment information.
18. Does eCELLAR store credit card numbers?
No. eCELLAR does not store customers’ actual credit card numbers. Payment information is securely tokenized and managed by the payment processor.
Deposits & Account Management
19. When will I receive my deposits?
Deposit timing is determined by Stripe and may vary based on your Stripe account settings and underwriting status. You’ll be able to view your payout information and schedule within your Stripe account once onboarding is complete.
Need Help?
20. Who do I contact if I have questions?
Our Support Team is here to help with onboarding, hardware selection, setup, testing, and general questions about using Stripe with eCELLAR.
Email: supportteam@ecellar1.com
Phone: (707) 942-9700, Option 1
Where Can I Learn More?
Visit the other resources in our Stripe Launch Center:
- Why Stripe?
- Stripe Rollout Timeline
- Pricing & Rates
- Getting Started with Stripe
- Stripe Hardware Guide
- Understanding Credit Card Transaction Types