Troubleshoot client payments and refunds

Find the existing appointment or invoice and review its payment status, amount paid, remaining balance, and payment history. This is separate from the business’s Schedmo subscription. In Calendar → Appointment details → Payments or Sales & Invoices → open invoice → Take payment, use Amount received and Payment method, then Record payment. Card records money already collected. In Sales & Invoices, choose Stripe checkout or Stripe reader when available to collect a new payment. Payment details (optional) holds references and notes. Before the first payment, enter an Invoice discount and reason; the balance and default payment amount update immediately, and a payment action saves any pending discount before collecting money. Apply discount remains available when you only want to save the revised invoice. After an error, check the saved balance before retrying. For a fully discounted invoice, select Complete invoice to finalize it without recording a payment.

If a booking is Payment Pending, return through its existing secure checkout or confirmation flow. Wait for verified payment status; do not create a second appointment or record an extra manual payment to make the status change.

A cancelled checkout does not confirm a successful charge. If a bank displays a pending amount, compare the provider transaction and invoice before taking further action.

If a client reports two charges, collect the invoice reference, transaction dates, amounts, and currencies. Check for an existing payment record before requesting another payment.

Use the invoice’s Refund or adjustment workflow only after confirming the original payment and refundable amount. A financial adjustment and a provider refund must be checked together.

For a delayed refund, review the recorded refund status and provider reference. Do not repeat a refund just because the client has not yet seen it in their bank account.

Escalate unresolved or conflicting payment states with the invoice and provider references and timestamps. Do not send full card numbers, security codes, or online-banking credentials.