Payments: common questions
Short answers about deleting payments, the cash drawer, currencies, receipts, part payments and who can do what with money.
I recorded the wrong amount. Can I delete the payment?
No. A recorded payment stays, so your history matches your accounts. Give a refund for the wrong payment and record the right amount. See Give a refund.
Can a customer pay in instalments?
Yes. Record each payment as it comes; each one lowers the balance and gets its own receipt. The booking shows Deposit paid while less than 35% is paid, then Partly paid, then Fully paid.
Can I record more than the balance?
No. The system refuses an amount above what the customer still owes. If the customer gives you more, record the balance and return the change.
What is "Cash in the drawer"?
The total of today's payments (or the chosen period's) made with the cash method. Compare it with the cash you counted at the end of the day. It shows on Payments → Received when no method filter is set.
In which currency are the totals?
Each payment is in its booking's currency. The totals on the Received and Outstanding tabs are converted to the agency's main currency. Exports keep each payment's own currency.
Why don't I see online methods in "Paid by"?
Online payments are recorded by the gateway when the customer pays a payment link. To take a card payment online, send a link: Send a payment link or a reminder. Customer credit and loyalty points are also missing on purpose: the customer uses them from their account.
Can I change the date of a payment?
Choose the right Date received when you record it; it cannot be in the future. After that the date cannot be changed. If it is wrong, refund and record again.
Who can do what with money?
| What | Who, by default |
|---|---|
| See payments | Owner, manager, sales, finance |
| Record payments and report transfers | Owner, manager, sales, finance |
| Give refunds | Owner, manager, finance |
| Approve transfers customers report | Owner, manager, finance |
| See the gateway log and reconciliation | Owner, manager, finance |
The owner can change this in Team and roles.
Does the customer get a receipt for an online payment?
Yes, by itself, on the channel set in Settings → Preferences → Send online payment receipts by (WhatsApp, SMS or Email), with links to the printable confirmation and voucher. A customer without a mobile gets it by email. If WhatsApp is set to click-to-chat, nobody can press send, so the receipt goes by email when email is connected; otherwise the booking shows it as Failed with the reason and its owner gets a task to send it. The customer also sees the receipt on the payment page and can print it there.
How long does a card refund take?
Banks usually show it on the card within 5 to 10 working days after the gateway finishes it.
Related articles
- Record a paymentAdd a payment the customer made in cash, by card machine or by bank transfer, and send them the receipt.
- Give a refundReturn money to the customer: back to their card through the gateway, by hand in cash or by transfer, or as credit for a later trip.
- Online payment problems and fixesThe customer paid but the link still shows open, the link expired, the card was declined, a refund failed or the gateway refused: what to check.
- The Payments screenEverything about money in one screen: payments received, balances still owed, payment links, invoices, transfers to confirm and the gateway checks.
- Error messages: payments and refundsEvery message you may see when you record payments, send payment links, confirm transfers, give refunds or connect a payment gateway.