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This guide applies to:

  • Basic Edition
  • Plus Edition
  • Pro Edition
  • Business Edition

Introduction

An overview of how to 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.


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 included in the list are:

  • Payment ID
  • Date and time of payment
  • Card information
  • and status bubble
Opening the appointment details page

Successful Payments

When a payment goes through, a green Succeeded bubble shows up in the Payment Information. This also confirms the booking.

Screen shot of a successful payment
A successful payment will show a succeeded message along with details on the appointment date, credit card details, and the Stripe transaction ID

Failed Payments

Connection errors, processing issues, insufficient funds, declined cards, security reasons, or restricted accounts can all cause failed payments.

When payment doesn’t go through, an orange Failed bubble shows up in the Payment Information. This tells us the booking is pending.

Screen shot of a failed payment
A failed payment will show the Failed status along with the Stripe transaction ID and credit card details.
Processing payment error

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.

Pending Status for a payment processing issue.

You’ll find the appointments with the Pending Status using the Pending Payment or Pending Form Submission filter.

After the 20-minute hold goes by, the pending appointments go into the Abandoned category.

Click the Filters button to view on the Pending appointments.

If you click to view the appointment details page, you’ll see the payment status listed as pending_payment.

Screen shot of the payment details for a pending appointment
The payment was not completed and the appointment was not booked

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 in 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.

Issuing a Refund using Stripe

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.

Issuing a Refund using PayPal

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