Refunds & Failed Payments
Use this page when a payment did not work, or when you need to investigate money that should go back to the client.
Open Finance → Transactions, then filter Status.
Failed Payments
Failed means the attempt did not collect the money. Do not treat the client as having paid.
Check these first:
- Open Finance → Transactions.
- Set Status → Failed (or find the row and read STATUS).
- Confirm USER, AMOUNT, METHOD, and GATEWAY.
- If METHOD was Gateway, check the payment gateway.
- If it should have been cash, see Recording a Cash Sale.
Ask the client to pay again, or record cash only if you have the money. Wait for a new row with Success before treating a package as sold.
Do not mark a failed payment as successful by hand. There is no “mark as paid” action on the Transactions row menu — confirmed actions are Copy txn ref, Download invoice, and Send invoice.
Pending Payments
Pending means the attempt is not finished. Wait, refresh, and do not treat the package as paid until STATUS is Success.
Cancelled
Cancelled means the attempt was cancelled. Confirm nothing is owed and the client does not have unpaid access.
Refunds
A refund returns money for a sale that was already Success.
A Refunded status and a Refund button are not on the current Transactions screenshots. Status filter options are All, Pending, Failed, Success, and Cancelled only. Do not invent a refund control until it appears in the product.
If your studio refunds outside this list (for example a wallet credit), record it clearly and check:
- The original transaction (Copy txn ref)
- Packages the member holds
- Wallet balance if you credited money back