Most payments look after themselves. When one can't, because a refund bounced, a deposit was never decided or a renewal was declined, it goes on one list with what to do next: Point of sale → Needs attention.
Before you start
- Who can do it: anyone whose role can issue refunds. The tab shows a count of what's waiting.
- Where else it shows: Today shows how many payments need attention, with a Review button.
Sort out an item
Open the list
Go to Point of sale → Needs attention. Choose All, Mine (items you own) or Unassigned. The chips below filter by kind, such as Refund failed or Deposit not decided, with a count on each.
Open an item
Select a row. A panel opens with the amount, the client, the booking or plan, and a plain explanation of what went wrong.
Take the action it offers
The buttons match the problem, for example Try refund again, Refund as cash, Keep as fee or Charge card again. Most ask you to confirm first and say exactly where the money goes.
Or close it out yourself
If you sorted it out another way, such as handing back cash, write what you did in How was this handled? and select Mark resolved. The note is kept with the audit trail, so be specific: "Refunded $20 in cash on Sep 29".
When an action fixes the problem, the item leaves the list.
What each kind means
| Kind | What happened | What you can do |
|---|---|---|
| Chargeback | A client's bank reversed a charge | Respond to dispute. See Respond to a card dispute. |
| Refund failed | The bank sent a refund back, usually because the card was closed or expired. The client hasn't got the money. | Retry to card, Refund as cash or Move to account credit |
| Charge with no sale | A card payment arrived with no sale or booking to match it | Refund, or Attach to a sale that owes at least that much |
| Sale to review | A sale finished but a follow-up step, such as stock or loyalty, didn't | Open sale and check it |
| Deposit not decided | A booking was cancelled or missed and its deposit was never refunded or kept | Refund deposit or Keep as fee |
| Deposit left over | The bill came to less than the deposit and the difference wasn't returned | Refund to card or Move to account credit |
| Overpaid sale | The payments add up to more than the sale's total | Give the difference back, or keep it for the client as account credit |
| Membership past due | A renewal charge was declined | Charge card again or Send card-update link. See Fix a failed membership payment. |
| Membership past due, marked Renewal held | Owneli didn't charge the renewal, because the card on file has an open dispute and charging it again can lead to another one | Send card-update link so the client adds another card, or Charge card again once the dispute is over |
Renewals held for a disputed card
When a client disputes a charge, Owneli stops charging that card for their membership renewals. Nothing is charged and the client isn't chased for payment. The membership goes past due, and its row here is marked Renewal held under Membership past due. Checked again shows when Owneli next looks: it checks once a day, and charges the renewal once the dispute is over.
To sort it out sooner, select Send card-update link so the client can add another card. Charge card again charges the card only if the dispute is over. If it's still open, nothing is charged and you see Not charged. The card still has an open dispute. On the client's Items, the membership reads Renewal held: open dispute on the card.
Get a morning email
Turn on Morning email at the bottom of the page. Each morning you get a list of payment problems that are new since the day before. Nothing is sent on quiet days.
Check it worked
A message confirms the action, such as Deposit refunded or Marked resolved, and the item leaves the list. When the list is clear, it reads Nothing needs attention.
If something goes wrong
There's no Move to account credit for a left-over deposit
The client wasn't told at booking that unused deposits become credit. Refund it to their card instead, unless they agree to credit.
A refund failed again
It comes back to the list. Refund in cash or as account credit instead.
I see a note about sales saved as unpaid
Those aren't problems, just sales waiting for payment. Select View unpaid sales to find them in the sales list.
There's no Needs attention tab
Your role can't issue refunds. Ask an admin.