[{"data":1,"prerenderedAt":1217},["ShallowReactive",2],{"help:\u002Fhelp\u002Fcheckout\u002Fcard-disputes":3,"help-all-categories":255,"help-cat-articles:\u002Fhelp\u002Fcheckout\u002Fcard-disputes":375,"help-related:\u002Fhelp\u002Fcheckout\u002Fcard-disputes":376},{"id":4,"title":5,"audience":6,"body":7,"category":232,"description":233,"draft":234,"extension":235,"icon":236,"keywords":237,"meta":244,"navigation":245,"order":246,"path":247,"related":248,"seo":251,"stem":252,"updatedAt":253,"__hash__":254},"help\u002Fhelp\u002Fcheckout\u002Fcard-disputes.md","Respond to a card dispute","clinic",{"type":8,"value":9,"toc":218},"minimark",[10,14,20,25,28,45,48,52,55,96,102,106,129,132,142,146,149,163,167,170,190,199,203,208,211,215],[11,12,13],"p",{},"A dispute (also called a chargeback) is a client asking their bank to reverse a card charge. The bank takes the money back straight away and gives you a deadline to send your side. If you don't answer in time, the bank decides for the client.",[11,15,16],{},[17,18,19],"strong",{},"POS → Disputes",[21,22,24],"h2",{"id":23},"how-you-find-out","How you find out",[11,26,27],{},"The moment the bank opens a dispute, everyone at your business who can issue refunds gets a notification and an email, and the dispute appears:",[29,30,31,39],"ul",{},[32,33,34,35,38],"li",{},"first in ",[17,36,37],{},"Today","'s action list, with the deadline",[32,40,41,42,44],{},"under ",[17,43,19],{},", with a count on the tab",[11,46,47],{},"Reminders follow 5, 2 and 1 day before the deadline until you respond. Owneli support sees every dispute too and will reach out if a deadline is close.",[21,49,51],{"id":50},"what-owneli-gathers-for-you","What Owneli gathers for you",[11,53,54],{},"Open the dispute to see the evidence already collected for that charge:",[29,56,57,63,69,75,81,90],{},[32,58,59,62],{},[17,60,61],{},"The charge",": what it was for, the card, who took it, and the tip with who entered it",[32,64,65,68],{},[17,66,67],{},"The booking",": when and how the client booked, the exact cancellation and no-show policy they agreed to, when they agreed and from which IP address",[32,70,71,74],{},[17,72,73],{},"What happened",": check-in, completion, no-show or cancellation, and who recorded it",[32,76,77,80],{},[17,78,79],{},"What the client was sent",": confirmations, reminders, receipts and fee notices, with send times",[32,82,83,86,87],{},[17,84,85],{},"Messages from the client"," in your inbox, and ",[17,88,89],{},"forms they signed",[32,91,92,95],{},[17,93,94],{},"Their other charges"," around the same day, so \"charged twice\" can be answered with two different bookings",[11,97,98,101],{},[17,99,100],{},"Preview what the bank receives"," opens the evidence summary exactly as it will be sent.",[21,103,105],{"id":104},"answer-the-dispute","Answer the dispute",[107,108,109,112,119,122],"ol",{},[32,110,111],{},"Read the tip at the top: it says what the bank is looking for, based on the client's reason.",[32,113,114,115,118],{},"Under ",[17,116,117],{},"Your response",", explain in plain words what the charge was for and why it's valid.",[32,120,121],{},"Attach anything the summary doesn't already hold, such as a screenshot of a conversation or a signed paper policy. PDF, JPG or PNG, up to 3 MB each.",[32,123,124,125,128],{},"Select ",[17,126,127],{},"Send response to the bank",". Once sent, nothing more can be added, so check the preview first.",[11,130,131],{},"The bank usually decides within 60 to 75 days. You're notified either way.",[133,134,135],"tip",{},[11,136,137,138,141],{},"If the client is genuinely owed the money, ",[17,139,140],{},"Accept dispute"," closes it now instead of waiting weeks for a decision you won't win.",[21,143,145],{"id":144},"what-it-costs","What it costs",[11,147,148],{},"Stripe takes the disputed amount back from Owneli, so the same amount is held from your payouts while the dispute is open.",[29,150,151,157],{},[32,152,153,156],{},[17,154,155],{},"You win:"," the held money comes back to your payouts.",[32,158,159,162],{},[17,160,161],{},"You lose or accept:"," the sale is reversed (commission, tips, loyalty points and unspent gift cards from it too), and the card network's dispute fee (about $15) is passed on to you.",[21,164,166],{"id":165},"fewer-disputes-to-begin-with","Fewer disputes to begin with",[11,168,169],{},"Most disputes come from clients who don't recognise a charge. Owneli already:",[29,171,172,184,187],{},[32,173,174,175,179,180,183],{},"labels every charge on the client's card statement (for example ",[176,177,178],"code",{},"NOSHOW FEE"," or ",[176,181,182],{},"DEPOSIT","), so two charges on one day never look like the same one twice",[32,185,186],{},"always emails the client when a fee is charged, with the amount, the card and the date, even if you've turned that email off",[32,188,189],{},"never charges a fee higher than the policy the client agreed to when they booked",[11,191,192,193,198],{},"The strongest protection is a clear policy the client agrees to before booking. See ",[194,195,197],"a",{"href":196},"\u002Fhelp\u002Fcheckout\u002Fdeposits-and-cancellation-fees","Deposits, cancellation and no-show fees",".",[21,200,202],{"id":201},"common-questions","Common questions",[204,205,207],"h3",{"id":206},"who-can-see-and-answer-disputes","Who can see and answer disputes?",[11,209,210],{},"Anyone whose role can issue refunds. The same permission covers both, because answering a dispute decides whether the money goes back.",[204,212,214],{"id":213},"can-owneli-answer-for-me","Can Owneli answer for me?",[11,216,217],{},"Yes. If you can't respond before the deadline, contact Owneli support. They can send the response on your behalf from the same evidence.",{"title":219,"searchDepth":220,"depth":220,"links":221},"",2,[222,223,224,225,226,227],{"id":23,"depth":220,"text":24},{"id":50,"depth":220,"text":51},{"id":104,"depth":220,"text":105},{"id":144,"depth":220,"text":145},{"id":165,"depth":220,"text":166},{"id":201,"depth":220,"text":202,"children":228},[229,231],{"id":206,"depth":230,"text":207},3,{"id":213,"depth":230,"text":214},"checkout","What happens when a client disputes a card charge with their bank, where to find it, how to answer before the deadline, and what it costs.",false,"md","i-lucide-shield-alert",[238,239,240,241,242,243],"chargeback","card dispute","disputed charge","client disputed payment","bank reversed charge","no-show fee dispute",{},true,75,"\u002Fhelp\u002Fcheckout\u002Fcard-disputes",[196,249,250],"\u002Fhelp\u002Fcheckout\u002Frefunds-and-the-cash-drawer","\u002Fhelp\u002Fsettings\u002Fconnect-payments",{"title":5,"description":233},"help\u002Fcheckout\u002Fcard-disputes","2026-09-28","tm-_7KsaabFhcsSlvr2-D885Ti0Y4nPH8QUszcizB98",[256,267,276,284,294,304,314,324,334,344,354,365],{"id":257,"title":258,"audience":6,"description":259,"extension":260,"icon":261,"meta":262,"order":263,"slug":264,"stem":265,"__hash__":266},"helpCategories\u002Fhelp\u002Fcategories\u002Fgetting-started.yml","Getting started","Set up your workspace, learn the layout, and run your first day.","yml","i-lucide-compass",{},1,"getting-started","help\u002Fcategories\u002Fgetting-started","lTnfg_2tKvxQ9QanJ9XY3shoBHrJNWNfnxhcYaaKKPI",{"id":268,"title":269,"audience":6,"description":270,"extension":260,"icon":271,"meta":272,"order":220,"slug":273,"stem":274,"__hash__":275},"helpCategories\u002Fhelp\u002Fcategories\u002Fcalendar.yml","Calendar & booking","Book, move, and cancel appointments. Block time, work the waitlist, and read the grid at a glance.","i-lucide-calendar",{},"calendar","help\u002Fcategories\u002Fcalendar","s5UMHzRIeTUFi7mdsOyuSluzJBp79U9WTsTpOtbaW-E",{"id":277,"title":278,"audience":6,"description":279,"extension":260,"icon":280,"meta":281,"order":230,"slug":232,"stem":282,"__hash__":283},"helpCategories\u002Fhelp\u002Fcategories\u002Fcheckout.yml","Checkout & payments","Ring up a sale, take tips, handle deposits and fees, issue refunds, and close the drawer.","i-lucide-credit-card",{},"help\u002Fcategories\u002Fcheckout","4PQPgJd7Z25g0SvtoqqdMlnzk3DlcJpaZhNAiNiYVW0",{"id":285,"title":286,"audience":6,"description":287,"extension":260,"icon":288,"meta":289,"order":290,"slug":291,"stem":292,"__hash__":293},"helpCategories\u002Fhelp\u002Fcategories\u002Fclients.yml","Clients & forms","Add and find clients, read a client profile, and send forms and consents.","i-lucide-users",{},4,"clients","help\u002Fcategories\u002Fclients","u-tqzEJo2gR_wJ7x7y-EMIF3L4TP9EuBWlamwgwCC0I",{"id":295,"title":296,"audience":6,"description":297,"extension":260,"icon":298,"meta":299,"order":300,"slug":301,"stem":302,"__hash__":303},"helpCategories\u002Fhelp\u002Fcategories\u002Fretail.yml","Memberships, packages & gift cards","The things clients buy once and spend down over time, and how each one behaves at checkout.","i-lucide-gift",{},5,"retail","help\u002Fcategories\u002Fretail","wVVr_rc_P9p2RZWwy0XKsNB9fQ7XtQxxIz4qnixkGkg",{"id":305,"title":306,"audience":6,"description":307,"extension":260,"icon":308,"meta":309,"order":310,"slug":311,"stem":312,"__hash__":313},"helpCategories\u002Fhelp\u002Fcategories\u002Foperations.yml","Operations","The internal side of the business, covering your written playbook, task boards, venue incidents, and the policies everyone signs.","i-lucide-briefcase",{},6,"operations","help\u002Fcategories\u002Foperations","kSPRTYYbOW5LBNuaYXGv0C4IE7BqS2n-OkCSI97f-cM",{"id":315,"title":316,"audience":6,"description":317,"extension":260,"icon":318,"meta":319,"order":320,"slug":321,"stem":322,"__hash__":323},"helpCategories\u002Fhelp\u002Fcategories\u002Fteam.yml","Team & scheduling","Working hours, the weekly roster, clock-in, timesheets, and time off.","i-lucide-id-card",{},7,"team","help\u002Fcategories\u002Fteam","1cMbCRwUmewb4t_DwUJ7jJUjntx-odU8jRDgBredsPs",{"id":325,"title":326,"audience":6,"description":327,"extension":260,"icon":328,"meta":329,"order":330,"slug":331,"stem":332,"__hash__":333},"helpCategories\u002Fhelp\u002Fcategories\u002Fgrowth.yml","Reports & growth","Read the numbers, export them, and find the report you actually need.","i-lucide-trending-up",{},8,"growth","help\u002Fcategories\u002Fgrowth","3XyCU-DkoYi7xSPz0tDRohlYkNBUS0YsLo-insknI8o",{"id":335,"title":336,"audience":6,"description":337,"extension":260,"icon":338,"meta":339,"order":340,"slug":341,"stem":342,"__hash__":343},"helpCategories\u002Fhelp\u002Fcategories\u002Fsettings.yml","Settings & admin","Services and pricing, who can see what, and moving your data in from another system.","i-lucide-settings",{},9,"settings","help\u002Fcategories\u002Fsettings","rdLQHp7tfAu5iySbsypfXu1kOuujDAuLVk6yGidNvtQ",{"id":345,"title":346,"audience":6,"description":347,"extension":260,"icon":348,"meta":349,"order":350,"slug":351,"stem":352,"__hash__":353},"helpCategories\u002Fhelp\u002Fcategories\u002Faccount.yml","Your login and profile","Your own login, password, two-factor security, profile, and language.","i-lucide-user-circle",{},10,"account","help\u002Fcategories\u002Faccount","8JZPH_8Q-lnEEFgysE9gCwyd1pzUe2hfAebATuQ5Pog",{"id":355,"title":356,"audience":357,"description":358,"extension":260,"icon":359,"meta":360,"order":361,"slug":362,"stem":363,"__hash__":364},"helpCategories\u002Fhelp\u002Fcategories\u002Fbook-online.yml","Book online","client","Booking, paying, and managing your visit from your venue's booking page and the private links they send you.","i-lucide-globe",{},20,"book-online","help\u002Fcategories\u002Fbook-online","dUBIoELt-ci1vqbw_VX1VA6PGJV8V-9x4ZmpAk1aXXE",{"id":366,"title":367,"audience":357,"description":368,"extension":260,"icon":369,"meta":370,"order":371,"slug":372,"stem":373,"__hash__":374},"helpCategories\u002Fhelp\u002Fcategories\u002Fportal.yml","Your account and visits","Booking from your account, managing your visits, and using your wallet, memberships and rewards.","i-lucide-user-round",{},21,"portal","help\u002Fcategories\u002Fportal","D8_zQhv9hO2b9PYDADw-ebh1yZUuC0UcBt3DDZbMAH4",[],[377,715,970],{"id":378,"title":197,"audience":6,"body":379,"category":232,"description":703,"draft":234,"extension":235,"icon":704,"keywords":705,"meta":706,"navigation":245,"order":707,"path":196,"related":708,"seo":711,"stem":712,"updatedAt":713,"__hash__":714},"help\u002Fhelp\u002Fcheckout\u002Fdeposits-and-cancellation-fees.md",{"type":8,"value":380,"toc":683},[381,384,389,393,396,446,457,461,472,476,483,487,490,500,506,510,513,517,525,531,535,538,575,579,586,592,602,606,609,627,637,641,644,648,655,659],[11,382,383],{},"This is the most consequential set of settings in the app: it decides whether a client is asked for money before they've been seen, and whether you can charge them when they don't turn up. It's worth reading in full before you turn any of it on.",[11,385,386],{},[17,387,388],{},"Settings → Payments → Payment policy",[21,390,392],{"id":391},"the-three-modes","The three modes",[11,394,395],{},"Everything starts with one choice.",[397,398,399,412],"table",{},[400,401,402],"thead",{},[403,404,405,409],"tr",{},[406,407,408],"th",{},"Mode",[406,410,411],{},"What happens at booking",[413,414,415,426,436],"tbody",{},[403,416,417,423],{},[418,419,420],"td",{},[17,421,422],{},"No policy",[418,424,425],{},"Nothing is asked for. No card, no deposit.",[403,427,428,433],{},[418,429,430],{},[17,431,432],{},"Card on file",[418,434,435],{},"A card is required to book. The client is not charged at booking.",[403,437,438,443],{},[418,439,440],{},[17,441,442],{},"Deposit",[418,444,445],{},"A deposit is required to book, and it's taken at booking.",[447,448,449],"caution",{},[11,450,114,451,453,454,456],{},[17,452,422],{}," you cannot charge a late-cancellation or no-show fee — there is no card to charge. Enabling a fee while the mode is ",[17,455,422],{}," does nothing. The booking screen won't even disclose the fee, because it can never be collected.",[21,458,460],{"id":459},"sizing-the-deposit","Sizing the deposit",[11,462,463,464,467,468,471],{},"A deposit is either a ",[17,465,466],{},"percentage"," of the visit or a ",[17,469,470],{},"fixed amount",". A percentage of an $800 course is a very different number from a percentage of a $40 add-on, so pick deliberately.",[204,473,475],{"id":474},"across-a-multi-service-visit","Across a multi-service visit",[11,477,478,479,482],{},"When a visit has several services, all the services without their own override are pooled and the deposit is sized ",[17,480,481],{},"once"," against that pooled subtotal. So a fixed $25 deposit charges $25 for the visit, not $25 per service; a 20% deposit applies to the whole pool.",[21,484,486],{"id":485},"cancellation-and-no-show-fees","Cancellation and no-show fees",[11,488,489],{},"Both can be a percentage of the visit or a fixed amount, and each is switched on independently.",[11,491,492,495,496,499],{},[17,493,494],{},"Late cancellation"," also has a ",[17,497,498],{},"window",", in hours. Cancel earlier than the window and it's free. Cancel inside the window and the fee applies.",[11,501,502,505],{},[17,503,504],{},"No-show"," has no window — it applies when the appointment is marked as a no-show.",[21,507,509],{"id":508},"the-minimum-appointment-value","The minimum appointment value",[11,511,512],{},"Set a minimum and the card \u002F deposit requirement only applies to bookings above it. A $15 brow tidy books with nothing; a $300 course requires the deposit. The disclosure the client sees reflects this — \"applies to appointments over $150\".",[21,514,516],{"id":515},"escalation","Escalation",[11,518,519,520,179,522,524],{},"Optionally, a booking whose total crosses a threshold can be forced to take a deposit even when your normal mode is ",[17,521,422],{},[17,523,432],{},". Set the threshold and, if you want, a different sizing for the escalated deposit.",[11,526,527,528,530],{},"Escalation is skipped entirely when your mode is already ",[17,529,442],{},", and it never produces a deposit step with nothing due.",[21,532,534],{"id":533},"overrides","Overrides",[11,536,537],{},"Policy is resolved in this order, most specific first:",[539,540,541,545,552,556,559,563,566,570],"steps",{},[204,542,544],{"id":543},"the-individual-booking","The individual booking",[11,546,547,548,198],{},"Whoever takes the booking can override the terms for that one appointment. See ",[194,549,551],{"href":550},"\u002Fhelp\u002Fcalendar\u002Fbook-an-appointment","Book an appointment",[204,553,555],{"id":554},"the-service","The service",[11,557,558],{},"A single service can carry its own policy — \"the laser course always takes a deposit, everything else doesn't\". Set it on the service.",[204,560,562],{"id":561},"the-location","The location",[11,564,565],{},"A location can replace the business policy entirely. It's a whole-policy override, not a per-field merge — the mode and the fee rules are interdependent, so a location either uses its own or inherits the business one.",[204,567,569],{"id":568},"the-business","The business",[11,571,572,573,198],{},"Your default, under ",[17,574,388],{},[204,576,578],{"id":577},"how-overrides-combine-on-one-visit","How overrides combine on one visit",[11,580,581,582,585],{},"When services on one visit disagree, ",[17,583,584],{},"the strictest requirement wins for the visit",": no policy \u003C card on file \u003C deposit. One service that requires a deposit pulls the whole visit into a single deposit step.",[11,587,588,589,591],{},"A service explicitly set to ",[17,590,422],{}," weakens only its own line. It won't rescue the visit if another service still requires a card.",[593,594,595],"warning",{},[11,596,597,598,601],{},"Explicit per-service overrides are treated as deliberate configuration and are ",[17,599,600],{},"not"," subject to the minimum-appointment-value threshold. If you set a service to require a deposit, it requires one at any price.",[21,603,605],{"id":604},"charging-a-fee-in-practice","Charging a fee in practice",[11,607,608],{},"The two paths behave differently, on purpose.",[29,610,611,617],{},[32,612,613,616],{},[17,614,615],{},"The client cancels themselves"," through their own booking link — the policy is applied automatically. The window is checked, the fee resolved, the card charged.",[32,618,619,622,623,626],{},[17,620,621],{},"The front desk cancels or marks a no-show"," — the fee is ",[17,624,625],{},"off by default",". You see the resolved amount and confirm it explicitly. Clinics usually waive when they're the ones cancelling, or when a regular calls in.",[11,628,629,630,179,633,636],{},"If a deposit was captured, you also choose whether to ",[17,631,632],{},"refund",[17,634,635],{},"forfeit"," it. A forfeited deposit is credited against the fee, so the same cancellation is never penalised twice. Every outcome writes a payment record and an audit entry.",[21,638,640],{"id":639},"what-the-client-is-told","What the client is told",[11,642,643],{},"At booking, the client sees a plain-language summary generated from your settings — the deposit required, the free-cancellation window, and the fee amounts. It's also on their manage-booking page. You don't have to write or maintain that copy; changing the policy changes what they're shown.",[21,645,647],{"id":646},"prerequisites","Prerequisites",[11,649,650,651,654],{},"Deposits and fees need a connected payment processor — ",[17,652,653],{},"Settings → Payments",". Without it there's nothing to capture a card with.",[21,656,658],{"id":657},"reporting","Reporting",[29,660,661,667,673],{},[32,662,663,666],{},[17,664,665],{},"Growth → Reports → Cancellation fees"," — every fee charged, and the appointment behind it",[32,668,669,672],{},[17,670,671],{},"Growth → Reports → No-shows"," — no-show rate by client, service and provider",[32,674,675,678,679,682],{},[17,676,677],{},"Growth → Reports → Prepayments"," and ",[17,680,681],{},"Deferred revenue"," — money taken for work not yet done",{"title":219,"searchDepth":220,"depth":220,"links":684},[685,686,689,690,691,692,699,700,701,702],{"id":391,"depth":220,"text":392},{"id":459,"depth":220,"text":460,"children":687},[688],{"id":474,"depth":230,"text":475},{"id":485,"depth":220,"text":486},{"id":508,"depth":220,"text":509},{"id":515,"depth":220,"text":516},{"id":533,"depth":220,"text":534,"children":693},[694,695,696,697,698],{"id":543,"depth":230,"text":544},{"id":554,"depth":230,"text":555},{"id":561,"depth":230,"text":562},{"id":568,"depth":230,"text":569},{"id":577,"depth":230,"text":578},{"id":604,"depth":220,"text":605},{"id":639,"depth":220,"text":640},{"id":646,"depth":220,"text":647},{"id":657,"depth":220,"text":658},"The three payment-policy modes, how a deposit is sized across a multi-service visit, and exactly when a fee can be charged.","i-lucide-shield-check",[],{},30,[709,710,550],"\u002Fhelp\u002Fcalendar\u002Freschedule-cancel-and-no-shows","\u002Fhelp\u002Fcheckout\u002Ftake-a-payment",{"title":197,"description":703},"help\u002Fcheckout\u002Fdeposits-and-cancellation-fees","2026-07-26","75NZaIiVEhZyP5-WS0x8c3vCsiSvZJWqnOQUJRyjkHU",{"id":716,"title":717,"audience":6,"body":718,"category":232,"description":959,"draft":234,"extension":235,"icon":960,"keywords":961,"meta":962,"navigation":245,"order":963,"path":249,"related":964,"seo":966,"stem":967,"updatedAt":968,"__hash__":969},"help\u002Fhelp\u002Fcheckout\u002Frefunds-and-the-cash-drawer.md","Refunds and the cash drawer",{"type":8,"value":719,"toc":938},[720,724,730,733,737,788,792,814,818,821,825,828,848,851,856,860,865,868,898,905,911,916,918],[21,721,723],{"id":722},"find-a-past-sale","Find a past sale",[11,725,726,729],{},[17,727,728],{},"POS → Sales"," (the Cart history page) lists completed carts. It defaults to the last 30 days of completed sales and accepts filters in the URL, so a report row can deep-link straight to the transactions behind it. Filters stay in the address bar, which makes a filtered view bookmarkable and shareable.",[11,731,732],{},"You can also reach a sale from a client's profile, under their sales.",[21,734,736],{"id":735},"issue-a-refund","Issue a refund",[539,738,739,743,749,753,756,760,763,767,770,774,785],{},[204,740,742],{"id":741},"open-the-refund-panel","Open the refund panel",[11,744,745,746,748],{},"From a completed sale in ",[17,747,728],{},". You don't have to open the receipt first.",[204,750,752],{"id":751},"pick-the-payment","Pick the payment",[11,754,755],{},"A sale settled with more than one tender has more than one payment. Choose which one you're refunding — the panel shows the method, the amount, and when it was collected.",[204,757,759],{"id":758},"set-the-amount","Set the amount",[11,761,762],{},"It defaults to the full amount collected on that payment. Lower it for a partial refund. You can't exceed what was collected on the payment you selected.",[204,764,766],{"id":765},"give-a-reason","Give a reason",[11,768,769],{},"Required, and captured on the audit log.",[204,771,773],{"id":772},"decide-about-stock","Decide about stock",[11,775,776,777,780,781,784],{},"On a ",[17,778,779],{},"full"," refund you can tick ",[17,782,783],{},"Restock items"," to return any product stock to inventory. Partial refunds always keep the stock where it is.",[204,786,787],{"id":632},"Refund",[204,789,791],{"id":790},"what-a-refund-reverses","What a refund reverses",[29,793,794,800,806],{},[32,795,796,799],{},[17,797,798],{},"Loyalty points"," — reversed. A full refund reverses them entirely; a partial refund reverses them proportionally.",[32,801,802,805],{},[17,803,804],{},"Package and membership debits"," — a redeemed session or credit is returned to the client.",[32,807,808,811,812,198],{},[17,809,810],{},"Stock"," — only on a full refund, and only if you tick ",[17,813,783],{},[204,815,817],{"id":816},"card-refunds-and-the-processing-fee","Card refunds and the processing fee",[11,819,820],{},"A card refund sends the client the full amount you refund. The card processing fee on the original charge isn't returned to you, as with every card processor. The exception is money Owneli took by mistake, such as a pay-by-link that collected more than the sale owed, or a card charge that no sale recorded: returning it gives the fee back too.",[204,822,824],{"id":823},"refunding-a-membership-renewal","Refunding a membership renewal",[11,826,827],{},"When the payment is an automatic membership renewal, the panel shows the period it paid for, the credits from that renewal the client has already used and what they are worth, and a suggested refund: the charge minus the value already used. You can change the amount. Then choose what happens to the membership:",[29,829,830,836,842],{},[32,831,832,835],{},[17,833,834],{},"Refund and end now"," — removes the unused credits from that renewal, turns auto-renew off and ends the membership today.",[32,837,838,841],{},[17,839,840],{},"Refund and end at period end"," — keeps the credits until the period ends, then the membership ends. Auto-renew turns off.",[32,843,844,847],{},[17,845,846],{},"Goodwill refund only"," — the membership, its credits and auto-renew stay as they are.",[11,849,850],{},"Refunding what the renewal is still worth defaults to ending now; a smaller amount defaults to goodwill. Credits already used are never taken back, and the choice is recorded on the membership's history.",[593,852,853],{},[11,854,855],{},"One refund per submit. If the sale was split across several tenders and you're reversing the whole thing, reopen the panel for each payment.",[21,857,859],{"id":858},"the-cash-drawer","The cash drawer",[11,861,862],{},[17,863,864],{},"POS → Cash drawer",[11,866,867],{},"The drawer is a daily open-and-close cycle, and it's what makes cash countable rather than assumed.",[539,869,870,874,877,881,884,888,891,895],{},[204,871,873],{"id":872},"open-with-a-float","Open with a float",[11,875,876],{},"At the start of the day, open the drawer with your starting float — the cash you're beginning with.",[204,878,880],{"id":879},"sell-as-normal","Sell as normal",[11,882,883],{},"Every cash payment through checkout accrues against the open session.",[204,885,887],{"id":886},"count-at-close","Count at close",[11,889,890],{},"At the end of the day, count the physical cash and enter the total.",[204,892,894],{"id":893},"read-the-z-report","Read the Z-report",[11,896,897],{},"Owneli compares your count against expected — the opening float plus completed cash sales — and tells you whether you're balanced, over, or short. The close-out becomes a Z-report you can reference for tax and accounting.",[11,899,900,901,904],{},"Every closed session is kept, so ",[17,902,903],{},"No closed sessions"," on a fresh business simply means you haven't done a first close yet.",[906,907,908],"note",{},[11,909,910],{},"The cash drawer is its own permission, separate from the ability to ring up sales. A cashier can take payments without holding the power to open, count and reconcile the till — the classic cashier-versus-shift-lead split.",[593,912,913],{},[11,914,915],{},"Some actions are blocked while a drawer is open — you'll be told to close and count it first. If something refuses with a message about an open drawer, that's why.",[21,917,658],{"id":657},[29,919,920,926,932],{},[32,921,922,925],{},[17,923,924],{},"Growth → Reports → Cash drawer over\u002Fshort"," — expected versus counted for every closed session, with the opening float included so the variance is exactly what the count was off by",[32,927,928,931],{},[17,929,930],{},"Growth → Reports → Refunds & voids"," — every refund with its reason",[32,933,934,937],{},[17,935,936],{},"Growth → Reports → Payment transactions"," — every payment, by method",{"title":219,"searchDepth":220,"depth":220,"links":939},[940,941,952,958],{"id":722,"depth":220,"text":723},{"id":735,"depth":220,"text":736,"children":942},[943,944,945,946,947,948,949,950,951],{"id":741,"depth":230,"text":742},{"id":751,"depth":230,"text":752},{"id":758,"depth":230,"text":759},{"id":765,"depth":230,"text":766},{"id":772,"depth":230,"text":773},{"id":632,"depth":230,"text":787},{"id":790,"depth":230,"text":791},{"id":816,"depth":230,"text":817},{"id":823,"depth":230,"text":824},{"id":858,"depth":220,"text":859,"children":953},[954,955,956,957],{"id":872,"depth":230,"text":873},{"id":879,"depth":230,"text":880},{"id":886,"depth":230,"text":887},{"id":893,"depth":230,"text":894},{"id":657,"depth":220,"text":658},"Issue a refund against the right payment, decide what happens to stock and loyalty, and close out the till.","i-lucide-banknote",[],{},40,[710,965],"\u002Fhelp\u002Fgrowth\u002Ffind-and-read-a-report",{"title":717,"description":959},"help\u002Fcheckout\u002Frefunds-and-the-cash-drawer","2026-09-01","T2tDk5lA5PmSPyLQfvm5IinuytrXSjTgqRcZXVkM-g8",{"id":971,"title":972,"audience":6,"body":973,"category":341,"description":1202,"draft":234,"extension":235,"icon":280,"keywords":1203,"meta":1210,"navigation":245,"order":1211,"path":250,"related":1212,"seo":1213,"stem":1214,"updatedAt":1215,"__hash__":1216},"help\u002Fhelp\u002Fsettings\u002Fconnect-payments.md","Connect card payments with Stripe",{"type":8,"value":974,"toc":1186},[975,990,996,1000,1045,1049,1092,1096,1099,1112,1116,1126,1146,1153,1161,1163,1167,1170,1174,1177,1181],[11,976,977,978,981,982,985,986,989],{},"Go to ",[17,979,980],{},"Settings → Payments → Payment processor"," and click ",[17,983,984],{},"Connect payouts"," — Stripe's hosted onboarding verifies your business and collects the bank account your payouts land in. Once the status chip reads ",[17,987,988],{},"Enabled",", you can charge cards everywhere in Owneli.",[11,991,992,995],{},[17,993,994],{},"Before you start:"," you need an admin account, your business details, and your bank account number.",[21,997,999],{"id":998},"how-do-i-connect-stripe-to-owneli","How do I connect Stripe to Owneli?",[539,1001,1002,1006,1010,1014,1024,1028,1035,1039],{},[204,1003,1005],{"id":1004},"open-the-payments-settings","Open the payments settings",[11,1007,1008,198],{},[17,1009,980],{},[204,1011,1013],{"id":1012},"start-onboarding","Start onboarding",[11,1015,1016,1017,1020,1021,1023],{},"On the ",[17,1018,1019],{},"Card payments"," card, click ",[17,1022,984],{},". You're taken to Stripe's secure onboarding for business details, identity verification, and your payout bank account.",[204,1025,1027],{"id":1026},"finish-on-stripe-and-return","Finish on Stripe and return",[11,1029,1030,1031,1034],{},"When Stripe is done, you come back to Owneli. If you leave partway through, the button becomes ",[17,1032,1033],{},"Resume onboarding"," — nothing is lost.",[204,1036,1038],{"id":1037},"check-the-status-chip","Check the status chip",[11,1040,1041,1042,1044],{},"Wait for it to read ",[17,1043,988],{}," — that's when charging goes live.",[21,1046,1048],{"id":1047},"what-the-status-chip-means","What the status chip means",[397,1050,1051,1061],{},[400,1052,1053],{},[403,1054,1055,1058],{},[406,1056,1057],{},"Status",[406,1059,1060],{},"Meaning",[413,1062,1063,1073,1083],{},[403,1064,1065,1070],{},[418,1066,1067],{},[17,1068,1069],{},"Not connected",[418,1071,1072],{},"Onboarding hasn't started",[403,1074,1075,1080],{},[418,1076,1077],{},[17,1078,1079],{},"Pending review",[418,1081,1082],{},"Stripe is verifying your details — usually quick, sometimes a day or two",[403,1084,1085,1089],{},[418,1086,1087],{},[17,1088,988],{},[418,1090,1091],{},"Charges are live everywhere in Owneli",[21,1093,1095],{"id":1094},"what-connecting-unlocks","What connecting unlocks",[11,1097,1098],{},"Card payments across the app: the POS, online booking deposits, saved cards on file, pay-by-link self-checkout, membership billing, and late-cancellation \u002F no-show fees.",[593,1100,1101],{},[11,1102,1103,1104,1107,1108,198],{},"Connecting Stripe alone doesn't start requiring deposits. Deposits and fees only apply once you configure ",[17,1105,1106],{},"when"," they apply — that's ",[194,1109,1111],{"href":1110},"\u002Fhelp\u002Fsettings\u002Fpayment-policy","Set your payment policy",[21,1113,1115],{"id":1114},"payouts","Payouts",[11,1117,1118,1119,1122,1123,1125],{},"Stripe pays your balance to the bank account you added. Once payouts are enabled, choose how often under ",[17,1120,1121],{},"Payout schedule"," on the ",[17,1124,1019],{}," card:",[29,1127,1128,1134,1140],{},[32,1129,1130,1133],{},[17,1131,1132],{},"Daily"," (the default) — every business day.",[32,1135,1136,1139],{},[17,1137,1138],{},"Weekly"," — on the weekday you pick.",[32,1141,1142,1145],{},[17,1143,1144],{},"Monthly"," — on the day of the month you pick. In a shorter month, the payout comes on its last day.",[11,1147,1148,1149,1152],{},"Changing the schedule needs permission to manage settings, and the change is recorded in the audit log. ",[17,1150,1151],{},"Reports → Payouts"," shows the schedule and every payout. Bank changes are managed on Stripe's side.",[11,1154,1155,1156,1158,1159,198],{},"If a client disputes a card charge with their bank, you'll get a notification and an email, and the dispute appears under ",[17,1157,19],{}," with the evidence already gathered and the bank's deadline. You answer it there; see ",[194,1160,5],{"href":247},[21,1162,202],{"id":201},[204,1164,1166],{"id":1165},"who-can-connect-payments","Who can connect payments?",[11,1168,1169],{},"Admins only — the page is admin-gated.",[204,1171,1173],{"id":1172},"the-page-says-card-processing-isnt-configured-what-does-that-mean","The page says card processing isn't configured — what does that mean?",[11,1175,1176],{},"That's a platform-level state (the Owneli environment has no payment processor set up), not something a business admin can fix from Settings. Contact support.",[204,1178,1180],{"id":1179},"can-staff-type-a-clients-card-number-into-owneli","Can staff type a client's card number into Owneli?",[11,1182,1183,1184,198],{},"No — by design. Cards are captured by the client themselves through a secure link, so your staff never handle card numbers. See ",[194,1185,197],{"href":196},{"title":219,"searchDepth":220,"depth":220,"links":1187},[1188,1194,1195,1196,1197],{"id":998,"depth":220,"text":999,"children":1189},[1190,1191,1192,1193],{"id":1004,"depth":230,"text":1005},{"id":1012,"depth":230,"text":1013},{"id":1026,"depth":230,"text":1027},{"id":1037,"depth":230,"text":1038},{"id":1047,"depth":220,"text":1048},{"id":1094,"depth":220,"text":1095},{"id":1114,"depth":220,"text":1115},{"id":201,"depth":220,"text":202,"children":1198},[1199,1200,1201],{"id":1165,"depth":230,"text":1166},{"id":1172,"depth":230,"text":1173},{"id":1179,"depth":230,"text":1180},"How to connect Stripe to Owneli so you can take card payments, deposits, and no-show fees — onboarding steps, statuses, and payouts.",[1204,1205,1206,1207,1208,1209],"connect stripe","take card payments","set up payments","stripe onboarding","payouts bank account","card processing setup",{},60,[1110,710,196],{"title":972,"description":1202},"help\u002Fsettings\u002Fconnect-payments","2026-09-29","mIdz_aHzVes2nH7pkdfcD3lo6sdsjtBtbDaHEWaL9Ak",1790952623988]