Must know
- Card (including card terminal) and bank payments run through the payment processor and get a transaction. Cash, check, e-transfer, account credit and gift card payments do not.
- A bank debit (ACH or PAD) marks the invoice Paid while its transaction stays Authorised, usually 3 to 5 business days, and the bank can still return it.
- Refunds and chargebacks show as negative amounts. A chargeback you win shows as a positive amount with the status Reversed.
- A refund you record outside the processor (cash, e-transfer or account credit) still appears on Transactions as a Settled refund.
Payments
What a payment is. It moves the invoice toward Paid or Partially paid. Each is listed under Payment history on the invoice, with its method and any reference. Payment methods. Card, Bank (ACH), Cash, Check, Account credit, Gift card and Interac E-transfer (Canadian clubs) or E-transfer (everywhere else). Only cash, check and e-transfer are recorded by hand. Bank (ACH) is the processor’s bank debit, which staff cannot record. Money received elsewhere. In Take payment, Received elsewhere offers Cash and your market’s e-transfer. On a payment-plan invoice, Record payment also offers Check, and you can ask Ask Hero to record one. An e-transfer can carry a reference, such as the confirmation number, shown as Ref: in Payment history. Processing. While a charge is still being booked, the payment shows a Processing label. The unpaid invoice reads Processing, not Paid, and its pay, edit and cancel actions are unavailable until the charge goes through. See What do the invoice statuses mean?.Transactions
What a transaction is. It tracks the money as it moves through the processor. Card payments, including card terminal payments from Take payment or the point of sale, get one. Find them under Financials > Transactions. Transactions without a payment. A declined card or bank attempt is logged as a Refused transaction, though no payment was booked. Refunds, chargebacks and reversals are their own rows. A refund you record as cash, e-transfer or account credit creates a Settled refund row with a generated reference, even though the original cash payment never had a row. Reading the Transactions page. Columns are Date, Customer, Description, Type, PSP Reference, Method, Settled, Status and Amount. Narrow screens show cards instead of rows. The Type badge is Payment, Refund, Chargeback or Reversal. Reversal marks a payment-plan charge that was reversed because the plan was cancelled before it settled. It is a type, not a status. These rows show the status Reversed, but so do other rows (see below). The Type filter offers Payments, Refunds, Chargebacks and Reversals.Transaction statuses
The Status filter offers all of these except In Review, Error and Reversed.
Authorised, then Settled. A card payment goes straight from Authorised to Settled once the processor confirms it. Payment-plan installments and card-paid gift card purchases are recorded Settled right away. A bank debit is the exception: the invoice reads Paid while its transaction stays Authorised, usually 3 to 5 business days. Until it settles, a refund cannot go back to the bank account, so record it as cash, an e-transfer or account credit.
Reversed. It marks a refund the customer’s bank later rejected and sent back, a chargeback you won, a duplicate payment that was refunded automatically, or a Reversal row.
In Review. Processed refunds have a daily limit per club. A refund over the cap is held for review, and meanwhile new refund requests are refused. See What happens when a refund is queued for review?.
Positive and negative amounts. Refunds and chargebacks are negative, and a chargeback you win is positive. A bank clawback adds a negative Chargeback row, and the invoice can read Charged back. See What happens when a family disputes a payment or their bank returns it?.
Related: How do I search and export my transaction history? · How do I take a payment on an invoice? · What happens when a family disputes a payment or their bank returns it? · What is EFT, and how do families pay with it?