In this document:
Introduction
Manage payments made for booked appointments through PayPal or Stripe. Viewing whether they’ve been successful or not and also learn how to make refunds.
For information on adding payments to appointment types, see our article on payments for appointment types.
If you need help getting Stripe or PayPal payments set up, please see our articles on setting up Stripe or setting up PayPal.
Viewing Payment Information
To view the payment details for a booked appointment, click an appointment > click the View appointment details link.
The Appointment Details page displays a Payment Information section at the bottom of the screen. The details include a list including:
- Payment ID
- Date and time of payment
- Card information
- and status bubble
Successful Payments
When a payment goes through, a green Succeeded bible shows up in the Payment Information. This also confirms the booking.
Failed Payments
When a payment doesn’t go through, an orange Failed bible shows up in the Payment Information. This tells us the booking is pending.
Connection errors, processing issues, insufficient funds, declined cards, security reasons, or restricted accounts can all cause failed payments.
Pending Payments
If a customer experiences a failed payment or doesn’t complete the booking form for a paid Appointment Type, their appointment time holds for 20 minutes.
You’ll find the appointments with the Pending Status using the Pending Payment or Pending Form Submission filter.
If you click to view the appointment details page, you’ll see the payment status listed as pending_payment.
After the 20 minute hold goes by, the pending appointments go into the Abandoned category.
Cancelling and Refunds for Paid Appointments
Canceled appointments don’t automatically issue refunds to customers. You’ll have to manually issue the refund for the customer.
Stripe Refunds
Go to the Appointment Details page, and under the Payment Information section click on the payment ID.
This should re-direct you to the transaction details page on Stripe. You can find the refund button on the top-right corner. You can either refund in full, or choose the amount.
Refunds take 5-10 days to appear in the customer’s account.
PayPal Refunds
Go to the Appointment Details page, and under the Payment Information section and copy the payment ID. From here you’ll need to go to your PayPal account.
In your Activity tab, under All Transactions, search for the transaction using the payment ID. Open up the transaction details and you’ll find the refund button in the Payment Details section.
An issue refund page should load where you can choose how much you want to refund.
