Invoices, Payments and Refunds

Work the Billing hub — invoice buckets, payment statuses, refund rules, the penalty-fee review queue and deposit tracking.

The Billing hub (Operations → Billing) pulls your facility's money into three tabs: Invoices, Payments and Fees. Managers and above can see it; only Admins can issue refunds.

The Payments tab

Every payment your facility takes lands here. Use the filter row — "Show me [status] for [period]" — plus the search box (customer, pet or payment reference) to narrow the list.

Status pills:

Pending — awaiting capture or settlement
Processing — in flight with the provider
Paid — captured successfully
Failed — the charge didn't go through
Refunded — fully returned to the customer
Refund pending — a refund is committed but not yet confirmed by the provider
Refund failed — the refund attempt failed; the original charge still stands

Three summary cards sit above the list — Payments collected (net cash: payments received minus refunds, including penalty fees), Completed Payments and Pending Payments. Click a card to filter the list; click again to clear. The cards honour whatever period and search you have active.

Each row shows the date, pet, location, amount and status, and clicks through to the booking. Payments against a consolidated invoice (no booking attached) show the invoice number instead.

At the bottom of the tab you'll find Recent Credit Notes and Recent Overpayments panels — the latest handful for each, with the customer, amount and date.

The Invoices tab

Invoices are triaged into buckets, each with an exact count on the pill:

Overdue — owing and past its due date; chase these first
Awaiting payment — owing but not yet overdue (sent or part-paid)
Paid, Draft and Void — by status
All invoices — everything, newest first

The period filter can run on issue date or due date — switch the basis in the date dropdown when you're reconciling what's due in a window rather than what was raised in it. Search works across invoice number, customer name and pet name.

Three cards summarise the money: Outstanding (the unpaid balance across every owing invoice — a live figure that ignores the period filter), Overdue (the slice of outstanding that's past due — decided by the due date itself, not a status flag) and Collected (cash applied to paid invoices within the selected period). Overdue and awaiting sort oldest-due first so the most urgent invoices sit on top.

Refunds

Only Admins can refund a payment.

To refund a booking payment:

Open the booking and select Initiate Refund.
Enter the amount — the full payment or a partial amount — and optionally a reason.
Confirm. The money goes back through the original provider (Stripe or Square).

The rules that apply:

Only online card payments can be refunded in-app. Cash and other counter payments have no provider rail to refund through — reverse those at the counter.
Partial refunds are supported on booking payments. A partial refund leaves the payment marked Paid; a full refund flips it to Refunded.
Payments on consolidated invoices are refunded from the Payments tab and are full amount only — partial refunds aren't supported there.
Watch the Refund pending and Refund failed statuses: pending means the refund is in flight, failed means the attempt didn't complete and the charge still stands — retry it or reconcile manually.

The Fees tab (penalty review)

The Fees tab lists your no-show and late-cancellation fees with the pills Pending, Processing, Completed, Failed and Waived, plus all-time cards for Total Charged, Total Waived and Outstanding (Failed).

When your policy charges automatically, the fee hits the customer's card straight away. When it doesn't, the fee lands here as Pending for a human decision. From a fee's row menu you can:

Issue charge — charge the customer's saved card now
Waive fee — write it off; a reason is required and logged for audit
Retry charge — for a failed fee (the customer's card may need updating)

Each fee's detail view shows the rule that produced it — for example, "No-show fee — 100% of $80.00" — so staff can see exactly why the amount is what it is. The Configure policy button jumps to Settings → Policies, where the fee percentages and notice period live. See No-show and late cancellation charges for the policy side.

Deposits

Deposits are configured per service and tracked per booking:

Catalog → Services — edit a service and set a deposit: either a percentage of the booking price or a fixed amount.
Settings → Policies → Payment Policy — choose whether bookings need a deposit, full payment, or no payment before they're confirmed.
Settings → Policies → Deposit Refund Policy — decide what happens to a captured deposit on cancellation: forfeit it, always refund it, or refund it only when cancelled inside the notice window. Note that only Stripe-paid deposits can be auto-refunded.

On the booking itself, the Deposit card shows a Paid/Unpaid badge, the amount, when it was paid and who recorded it. For an unpaid deposit you can Collect deposit online (opens the provider's hosted checkout to take the card then and there) or Record offline payment (cash or EFTPOS at the counter). An unpaid deposit counts as money owing and can block check-in unless a manager defers it.

For the big picture, Reports → Deposits lists deposit amounts and payment status across bookings in a selected range.