Where your payments are managed

Money on Luma moves through a payment provider (Stripe). They hold the account your sales land in, they run the identity checks the law requires, and they send your money to your bank.

You won’t log into them. There’s no second dashboard, no second password, and nothing to check in two places.

It all happens here

Your Finances page is the whole picture: what you’ve earned, what’s still settling and what’s been paid out. Beside it, your Payment account page holds the bank you’re paid into, your account details and the invoices for the provider’s own card-processing fees.

When the provider needs something from you, that shows up here too. A form to finish, a document to upload, an address to confirm. You’ll see a notice at the top of your maker pages, and the form itself opens on the page you’re already on.

Setting up for the first time

The provider’s form starts with what you told us in your application. Setting up your payment account covers what to check before you submit.

Orders, payouts and fees come to us

Anything about an order, a payout we’re holding, a refund or your fees is ours. Use the contact form and pick Payments & payouts, and someone on our team will reply.

If the answer is that the provider is holding something we can’t lift, we’ll tell you that plainly and raise it with them.

The provider answers some questions itself

The verification form, the account details panel and the notices at the top of your maker pages each carry a Contact support link. That goes to the payment provider’s own help site. You can email them from there, and chat with them live once you’ve confirmed it’s you with a code sent to your phone. Use it for an identity check that won’t clear, a review they’ve put your account under, or a question about when a payment settles: those are things only they can see into.

A chargeback goes to neither of us. The shopper’s card issuer decides it, and you answer them yourself from the order page. When a shopper disputes a payment covers how.

What we can’t do

We can’t skip an identity check, and we can’t pay you before the provider releases the money. Those are their rules and they apply to every platform.

What we can do is explain what’s happening, in plain words, and stay with it until it’s sorted. A rejection is the hardest case.

If the provider rejects your payment account, your shop can’t take orders on Luma, and we can’t overturn their decision or release the money they hold. If you think they’ve got it wrong, tell us through the contact form. We’ll check nothing on our side caused it and raise it with them, but whether they change their decision is up to them. Section 13 of our terms covers what happens to your listings and orders.