Everything below happens in the client's Payment tab, under Payment History. Click the ⋯ next to an invoice to see what you can do with it.
Quick guide
Situation | What to do |
A payment failed | Wait for the automatic retries, or click Retry payment when the client is ready |
The client needs to pay later | Reschedule the invoice, if it hasn't been charged yet |
The client paid another way, or paid twice | Void the invoice |
The client should get money back | Refund the invoice, fully or partly |
You need an invoice or receipt | View or download it from the ⋯ menu |
When a payment fails
A failed payment shows in red, and the invoice appears under Unpaid.
Stripe tries to charge the client again automatically over the next few days. If it keeps failing, the payments stop and the invoice stays open until it's paid or voided.
What you can do:
Ask the client to update their card. Failed payments are usually caused by an expired card or not enough money. See The Payment tab for how the client updates their card.
Retry the payment. When the client has updated their card or has money in the account, click ⋯ → Retry payment.
Can I move a failed payment to a later date? Not on the same invoice. Retry it on the day the client can pay instead. If the client needs a different payment date going forward.
Don't create a new account or send a new offer when a first payment fails. The original one keeps retrying, so the client ends up paying twice once there's money on the card. Wait for the automatic retry, or click ⋯ → Retry payment when the client is ready.
Move a payment to a later date
You can push an upcoming payment back, as long as it has not been charged yet.
In Payment History, find the invoice under Scheduled.
Click ⋯ → Reschedule.
Choose +1 Day, +1 Week or +1 Month, or pick a date.
Click Reschedule Invoice.
Only that one invoice moves. The rest of the client's payments stay on their usual dates.
Void an invoice
Use this if the client paid you another way (e.g. bank transfer), or was charged twice.
Click ⋯ → Void on the invoice. Stripe stops trying to charge it, and the red status disappears.
Refund a payment
In Payment History, find the paid invoice.
Click ⋯ → Refund.
Choose a full or partial refund and confirm.
The money goes back to the client's card or account. It can take a few days before the client sees it, depending on their bank.
Refund showing as not refunded? That happens when your Stripe balance does not have enough money to cover the refund. It's pending, and goes through automatically once there's enough in your balance. You can follow it in your Stripe Dashboard.
Refunding does not cancel the client's plan. If you also want to stop future payments, cancel the plan.
Invoices and receipts
View or download an invoice: click ⋯ next to the invoice in Payment History. Older invoices can also be found in your Stripe Dashboard.
Can clients download their own receipts? No. Clients get a receipt by email when they pay, but only you can download invoices from Coachway. Send it to them if they ask.
A company name on the receipt: receipts are made out to the person who paid. If a client needs an invoice in their company's name, create it directly in Stripe.
Good to know
A very small charge, e.g. 0,50 kr.: this is either Stripe's minimum amount for that currency, or an old product with a very low price. Check the product price, and refund the charge if it's wrong.
"Free trial" in the client's bank app or checkout: that's Stripe's wording and can't be changed. The client still pays their first payment as shown in the offer.
Clients without a local bank account: card payments work from any country. The client is charged in the product's currency, and their bank may add a conversion fee.