Frequently Asked Questions
Payments, Orders, and Transactions
Answers to common questions about payments, vendor transactions, order handling, fulfillment responsibilities, service fees, and selling through Helios.
Does Helios process Vendor payments?
Helios may support Vendor payments depending on available platform features. If payment functionality is available, Vendors must follow the approved Helios payment flow for eligible transactions.
Payment processing, payout timing, transaction rules, and applicable fees may vary depending on the type of product, service, or engagement.
Can Vendors accept payment outside Helios?
Vendors should follow Helios’ platform and payment policies, especially when the customer relationship, product inquiry, service request, or transaction originated through Helios.
Keeping transactions within approved Helios payment channels helps support records, accountability, customer protection, and dispute handling where available.
Are there Vendor fees?
Helios may charge platform, listing, transaction, service, promotional, or payment processing fees depending on the available features and transaction type.
Any applicable fees should be disclosed before a Vendor uses a paid feature, completes a transaction, or receives a payout.
Who handles product fulfillment?
Unless Helios states otherwise, Vendors are responsible for fulfilling the products or services they offer.
Vendor responsibilities may include:
- Order processing
- Product availability
- Shipping and delivery
- Packaging and handling
- Taxes and applicable charges
- Warranty terms
- Returns and exchanges
- Customer support
Does Helios guarantee Vendor products?
No. Vendors are responsible for the accuracy, quality, safety, compliance, fulfillment, and support of the products or services they offer.
Helios provides a platform for discovery, connection, and engagement, but product performance, fulfillment, warranties, and service outcomes remain the responsibility of the Vendor unless otherwise stated in writing.
Can Vendors offer services instead of products?
Yes. Vendors may offer manufacturing-related services in addition to, or instead of, physical products.
Examples may include:
- Maintenance services
- Calibration support
- Training and product demonstrations
- Application engineering
- Tooling support
- Software implementation
- Technical consulting
- Equipment installation or support
Stripe Payment Partner FAQ
Helios uses Stripe as a payment technology partner to help process eligible payments, payouts, and marketplace transactions. For Stripe-specific account, payout, refund, dispute, or verification questions, users may also refer to Stripe’s official support resources.
Who is Helios’ payment partner?
Helios uses Stripe as a payment technology partner to help support eligible payments, transactions, and payouts on the platform.
You can learn more through the official Stripe Help & Support Center .
What is Stripe Connect?
Stripe Connect is Stripe’s payment infrastructure for platforms and marketplaces. It helps platforms support payment flows involving connected users, such as experts, vendors, service providers, and businesses.
Read more on Stripe’s official documentation: Stripe Connect documentation .
Do Experts or Vendors need to complete Stripe onboarding?
Experts or Vendors who receive payouts through Helios-supported payment flows may need to complete Stripe onboarding or provide required verification information.
Stripe explains connected account onboarding here: Stripe-hosted onboarding .
What information may Stripe request?
Stripe may request information needed to verify identity, business details, tax information, bank account details, payout eligibility, or account capabilities. Requirements may vary based on country, business type, and transaction activity.
For more details, visit: Stripe required verification information .
Where can I find help with Stripe payouts?
For payout timing, payout schedules, bank account updates, late payouts, or missing payouts, users can review Stripe’s payout support resources.
Where can I find help with Stripe payment issues?
For payment issues, failed charges, unrecognized charges, refunds, or customer payment questions, users can refer to Stripe’s payment support resources.
Where can I find help with refunds?
Refund eligibility on Helios depends on the transaction, order, service scope, completion status, and Helios policies. For Stripe’s technical guidance on refunding payments, visit:
Where can I find help with disputes or chargebacks?
A payment dispute or chargeback may occur when a cardholder challenges a charge with their bank. Helios may request supporting evidence such as messages, order details, scope, invoices, delivery confirmation, or proof of service.
Is Stripe responsible for services, products, or experts on Helios?
No. Stripe helps process payments and payouts. Stripe does not provide, verify, guarantee, or control the manufacturing services, expert work, vendor products, user profiles, or content offered through Helios.
Helios users remain responsible for reviewing profiles, order terms, service scope, product details, policies, and transaction expectations before proceeding.
Who should I contact for payment support?
For Helios transaction questions, order issues, service concerns, platform fees, refunds, or dispute support, contact Helios support first.
For Stripe account access, onboarding, verification, bank account, payout, or Stripe Dashboard issues, users may also visit the official Stripe Help & Support Center .
