How does payment work?

All payments taken from Diem customers are facilitated by Chase Bank's WePay platform. This same platform is also used to facilitate your hard earned payments for jobs you've completed. Your payments, which are referred to as settlements, are sent via direct deposit to the bank account of your choice which you've connected when creating your WePay account.

How long does payment take to enter my bank account?

Your settlement will typically appear in your bank account within 1-3 business days after the settlement is initiated. A settlement is only initiated when either you or your client marks the job complete in the app. It's important to note that there are a few circumstances that may cause a delay in your settlement.

What may cause my payment to be delayed?

While the majority of settlements take place within 1-3 business days, there are a few reasons why you may be experiencing a delay.

• Your payment may be delayed because your WePay account setup is not complete.
• WePay's Trust & Safety team may have requested you provide additional verification of your identity (e.g. uploading your driver's licence). In these cases, WePay always sends several emails notifying you.
• Some payments may require additional review by WePay's Trust & Safety team, which may extend processing times further - but not longer than 7 business days.
• WePay also reserves the right to set a deposit limit on your account. The deposit limit is an amount set by WePay which will determine how much funds are settled to your bank account within a certain timeframe. This is also sometimes referred to as a withdrawal limit, settlement limit or a reserve. A deposit limit is set on each account to cover potential chargebacks, refunds, and/or unfulfilled services. A deposit limit is typically triggered if you are receiving payments exceeding $499.00 in a single settlement. Deposit limits are usually settled within 7-10 business days; within that time period, you will have received your entire outstanding settlement.

How do I monitor the status of my payments?

When you login to your WePay account (wepay.com), you will instantly gain access to view all your past, upcoming, and pending settlements. A pending settlement refers to a payment that has not yet been processed. A completed settlement refers to a payment that has been sent via direct deposit. A cancelled settlement refers to a payment that was cancelled (e.g. client cancelled the job).

How do I change the bank account where payments are sent to?

When you login to your WePay account (wepay.com), you can go to the left-hand menu and select Settings. Once inside Settings, click on Settlement Details and then you will see the bank account which is connected to the account with an option to change it.

What is a chargeback?

A chargeback is a transaction that has been disputed by the client (i.e. the cardholder). Chargebacks occur for a variety of reasons: the cardholder may not recognize the purchase or the cardholder may dispute that the service received was unacceptable or not as advertised. In the case of a chargeback, WePay always informs you via email and provides you 5 business days to challenge the chargeback. In challenging a chargeback, you are given the opportunity to provide a written appeal as well as upload evidence that you've performed the service. Evidence may include screenshots of chat history between yourself and the client as well as photos of the work you performed. Once WePay learns that the chargeback has occurred, they automatically remove the funds from your bank account unless you win your appeal.