How do you communicate to a user that their money will not be available because of a technical limitation?

Question

We have a feature that allows a user to add a button where they can accept online payments. The payments are processed via Stripe.

It's pretty straightforward - user creates a payment button, user connects to Stripe, user can then start accepting donations.

However, the issue here is that there are certain countries where Stripe isn't available. Ideally, we hide this feature in countries where Stripe is unavailable, but there is a technical limitation at the moment where this cannot be addressed.

Here's the scenario:

1. User adds a payment button.
2. A customer of theirs makes a payment.
3. If we detect that this user has integrated with Stripe, then the payment appears in their account without a problem.

But, if a Stripe connection isn't detected, the user gets an email saying, "You've received a donation. To claim your funds, please sign-up for a Stripe account."

While this wouldn't be an issue for many as they can just connect to Stripe as next steps, the problem is if/when Stripe isn't available in their country - ie: "You have funds, but unfortunately, there is no way to claim them because Stripe isn't available in your country."

What would be the best way to go about it?

Answer 1

I feel like you're going about this the wrong way, you should ask the creator of the button, prior to any implementation, the questions if it fundamentally relies on them being in the right country and having registered for Stripe, something like this:

This prevents them from placing a button that potentially would not work, on their site in the first place.

Now, it's not clear from what you have said as to what the workaround is if they don't have a Stripe account or is the proviso to use your service that they must have one? These details would form part of the solution.