[{"data":1,"prerenderedAt":1770},["ShallowReactive",2],{"help:\u002Fhelp\u002Fcheckout\u002Fneeds-attention":3,"help-all-categories:en":485,"help-cat-articles:\u002Fhelp\u002Fcheckout\u002Fneeds-attention":615,"help-related:\u002Fhelp\u002Fcheckout\u002Fneeds-attention":616,"help-live-topics:\u002Fhelp\u002Fcheckout\u002Fneeds-attention":1755,"help-counterparts:\u002Fhelp\u002Fcheckout\u002Fneeds-attention":1756},{"id":4,"title":5,"audience":6,"body":7,"category":458,"description":459,"draft":460,"extension":461,"icon":462,"keywords":463,"locale":473,"meta":474,"navigation":475,"order":476,"path":477,"related":478,"seo":480,"sourceHash":481,"stem":482,"translationReviewed":460,"updatedAt":483,"__hash__":484},"help\u002Fhelp\u002Fcheckout\u002Fneeds-attention.md","Sort out payments that need attention","clinic",{"type":8,"value":9,"toc":436},"minimark",[10,19,24,48,52,128,131,144,148,335,339,352,372,376,383,387,400,404,408,411,415,418,422,429,433],[11,12,13,14,18],"p",{},"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: ",[15,16,17],"strong",{},"Point of sale → Needs attention",".",[20,21,23],"h2",{"id":22},"before-you-start","Before you start",[25,26,27,34],"ul",{},[28,29,30,33],"li",{},[15,31,32],{},"Who can do it:"," anyone whose role can issue refunds. The tab shows a count of what's waiting.",[28,35,36,39,40,43,44,47],{},[15,37,38],{},"Where else it shows:"," ",[15,41,42],{},"Today"," shows how many payments need attention, with a ",[15,45,46],{},"Review"," button.",[20,49,51],{"id":50},"sort-out-an-item","Sort out an item",[53,54,55,60,86,90,93,97,113,117],"steps",{},[56,57,59],"h3",{"id":58},"open-the-list","Open the list",[11,61,62,63,65,66,69,70,73,74,77,78,81,82,85],{},"Go to ",[15,64,17],{},". Choose ",[15,67,68],{},"All",", ",[15,71,72],{},"Mine"," (items you own) or ",[15,75,76],{},"Unassigned",". The chips below filter by kind, such as ",[15,79,80],{},"Refund failed"," or ",[15,83,84],{},"Deposit not decided",", with a count on each.",[56,87,89],{"id":88},"open-an-item","Open an item",[11,91,92],{},"Select a row. A panel opens with the amount, the client, the booking or plan, and a plain explanation of what went wrong.",[56,94,96],{"id":95},"take-the-action-it-offers","Take the action it offers",[11,98,99,100,69,103,69,106,81,109,112],{},"The buttons match the problem, for example ",[15,101,102],{},"Try refund again",[15,104,105],{},"Refund as cash",[15,107,108],{},"Keep as fee",[15,110,111],{},"Charge card again",". Most ask you to confirm first and say exactly where the money goes.",[56,114,116],{"id":115},"or-close-it-out-yourself","Or close it out yourself",[11,118,119,120,123,124,127],{},"If you sorted it out another way, such as handing back cash, write what you did in ",[15,121,122],{},"How was this handled?"," and select ",[15,125,126],{},"Mark resolved",". The note is kept with the audit trail, so be specific: \"Refunded $20 in cash on Sep 29\".",[11,129,130],{},"When an action fixes the problem, the item leaves the list.",[132,133,134],"tip",{},[11,135,136,137,140,141,143],{},"Use ",[15,138,139],{},"Owner"," in the panel to give an item to a team member. It then shows under their ",[15,142,72],{},", so two people don't chase the same refund.",[20,145,147],{"id":146},"what-each-kind-means","What each kind means",[149,150,151,167],"table",{},[152,153,154],"thead",{},[155,156,157,161,164],"tr",{},[158,159,160],"th",{},"Kind",[158,162,163],{},"What happened",[158,165,166],{},"What you can do",[168,169,170,192,211,231,247,263,280,293,314],"tbody",{},[155,171,172,178,181],{},[173,174,175],"td",{},[15,176,177],{},"Chargeback",[173,179,180],{},"A client's bank reversed a charge",[173,182,183,186,187,18],{},[15,184,185],{},"Respond to dispute",". See ",[188,189,191],"a",{"href":190},"\u002Fhelp\u002Fcheckout\u002Fcard-disputes","Respond to a card dispute",[155,193,194,198,201],{},[173,195,196],{},[15,197,80],{},[173,199,200],{},"The bank sent a refund back, usually because the card was closed or expired. The client hasn't got the money.",[173,202,203,69,206,81,208],{},[15,204,205],{},"Retry to card",[15,207,105],{},[15,209,210],{},"Move to account credit",[155,212,213,218,221],{},[173,214,215],{},[15,216,217],{},"Charge with no sale",[173,219,220],{},"A card payment arrived with no sale or booking to match it",[173,222,223,226,227,230],{},[15,224,225],{},"Refund",", or ",[15,228,229],{},"Attach to a sale"," that owes at least that much",[155,232,233,238,241],{},[173,234,235],{},[15,236,237],{},"Sale to review",[173,239,240],{},"A sale finished but a follow-up step, such as stock or loyalty, didn't",[173,242,243,246],{},[15,244,245],{},"Open sale"," and check it",[155,248,249,253,256],{},[173,250,251],{},[15,252,84],{},[173,254,255],{},"A booking was cancelled or missed and its deposit was never refunded or kept",[173,257,258,81,261],{},[15,259,260],{},"Refund deposit",[15,262,108],{},[155,264,265,270,273],{},[173,266,267],{},[15,268,269],{},"Deposit left over",[173,271,272],{},"The bill came to less than the deposit and the difference wasn't returned",[173,274,275,81,278],{},[15,276,277],{},"Refund to card",[15,279,210],{},[155,281,282,287,290],{},[173,283,284],{},[15,285,286],{},"Overpaid sale",[173,288,289],{},"The payments add up to more than the sale's total",[173,291,292],{},"Give the difference back, or keep it for the client as account credit",[155,294,295,300,303],{},[173,296,297],{},[15,298,299],{},"Membership past due",[173,301,302],{},"A renewal charge was declined",[173,304,305,81,307,186,310,18],{},[15,306,111],{},[15,308,309],{},"Send card-update link",[188,311,313],{"href":312},"\u002Fhelp\u002Fretail\u002Ffix-a-failed-membership-payment","Fix a failed membership payment",[155,315,316,324,327],{},[173,317,318,320,321],{},[15,319,299],{},", marked ",[15,322,323],{},"Renewal held",[173,325,326],{},"Owneli didn't charge the renewal, because the card on file has an open dispute and charging it again can lead to another one",[173,328,329,331,332,334],{},[15,330,309],{}," so the client adds another card, or ",[15,333,111],{}," once the dispute is over",[20,336,338],{"id":337},"renewals-held-for-a-disputed-card","Renewals held for a disputed card",[11,340,341,342,344,345,347,348,351],{},"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 ",[15,343,323],{}," under ",[15,346,299],{},". ",[15,349,350],{},"Checked again"," shows when Owneli next looks: it checks once a day, and charges the renewal once the dispute is over.",[11,353,354,355,357,358,360,361,364,365,368,369,18],{},"To sort it out sooner, select ",[15,356,309],{}," so the client can add another card. ",[15,359,111],{}," charges the card only if the dispute is over. If it's still open, nothing is charged and you see ",[15,362,363],{},"Not charged. The card still has an open dispute."," On the client's ",[15,366,367],{},"Items",", the membership reads ",[15,370,371],{},"Renewal held: open dispute on the card",[20,373,375],{"id":374},"get-a-morning-email","Get a morning email",[11,377,378,379,382],{},"Turn on ",[15,380,381],{},"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.",[20,384,386],{"id":385},"check-it-worked","Check it worked",[11,388,389,390,81,393,396,397,18],{},"A message confirms the action, such as ",[15,391,392],{},"Deposit refunded",[15,394,395],{},"Marked resolved",", and the item leaves the list. When the list is clear, it reads ",[15,398,399],{},"Nothing needs attention",[20,401,403],{"id":402},"if-something-goes-wrong","If something goes wrong",[56,405,407],{"id":406},"theres-no-move-to-account-credit-for-a-left-over-deposit","There's no Move to account credit for a left-over deposit",[11,409,410],{},"The client wasn't told at booking that unused deposits become credit. Refund it to their card instead, unless they agree to credit.",[56,412,414],{"id":413},"a-refund-failed-again","A refund failed again",[11,416,417],{},"It comes back to the list. Refund in cash or as account credit instead.",[56,419,421],{"id":420},"i-see-a-note-about-sales-saved-as-unpaid","I see a note about sales saved as unpaid",[11,423,424,425,428],{},"Those aren't problems, just sales waiting for payment. Select ",[15,426,427],{},"View unpaid sales"," to find them in the sales list.",[56,430,432],{"id":431},"theres-no-needs-attention-tab","There's no Needs attention tab",[11,434,435],{},"Your role can't issue refunds. Ask an admin.",{"title":437,"searchDepth":438,"depth":438,"links":439},"",2,[440,441,448,449,450,451,452],{"id":22,"depth":438,"text":23},{"id":50,"depth":438,"text":51,"children":442},[443,445,446,447],{"id":58,"depth":444,"text":59},3,{"id":88,"depth":444,"text":89},{"id":95,"depth":444,"text":96},{"id":115,"depth":444,"text":116},{"id":146,"depth":438,"text":147},{"id":337,"depth":438,"text":338},{"id":374,"depth":438,"text":375},{"id":385,"depth":438,"text":386},{"id":402,"depth":438,"text":403,"children":453},[454,455,456,457],{"id":406,"depth":444,"text":407},{"id":413,"depth":444,"text":414},{"id":420,"depth":444,"text":421},{"id":431,"depth":444,"text":432},"checkout","Work through Needs attention, the list of payments that need a person, from failed refunds and undecided deposits to past-due memberships.",false,"md","i-lucide-circle-alert",[464,465,466,467,468,469,470,471,472],"needs attention","failed refund","deposit not decided","overpaid sale","charge with no sale","membership past due","renewal held","disputed card renewal","payment problems","en",{},true,76,"\u002Fhelp\u002Fcheckout\u002Fneeds-attention",[190,479,312],"\u002Fhelp\u002Fcheckout\u002Fdeposits-and-cancellation-fees",{"title":5,"description":459},null,"help\u002Fcheckout\u002Fneeds-attention","2026-10-21","eipKhqZelw0D4yRgtMMmei4RcPDyKSqaEGz_dhjql_U",[486,497,506,514,524,534,544,554,564,574,584,594,605],{"id":487,"title":488,"audience":6,"description":489,"extension":490,"icon":491,"locale":473,"meta":492,"order":493,"slug":494,"stem":495,"__hash__":496},"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","XWdLlczvAN2WkYFBnnFsRmqcxjJZ2gKwKvv6uq-Vz4E",{"id":498,"title":499,"audience":6,"description":500,"extension":490,"icon":501,"locale":473,"meta":502,"order":438,"slug":503,"stem":504,"__hash__":505},"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","z3KR3OktnhLsaie4PXcbGNMx2_qwpSKICgucJhJPImo",{"id":507,"title":508,"audience":6,"description":509,"extension":490,"icon":510,"locale":473,"meta":511,"order":444,"slug":458,"stem":512,"__hash__":513},"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","d3fGaGbg8UVNzV86Sm3UhMBmMVU5Uq7xuctHaJF8YEg",{"id":515,"title":516,"audience":6,"description":517,"extension":490,"icon":518,"locale":473,"meta":519,"order":520,"slug":521,"stem":522,"__hash__":523},"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","dyjAyAySpkmSCM4wiDyiDzqMd8ozhtKDP-iw7hL5GB8",{"id":525,"title":526,"audience":6,"description":527,"extension":490,"icon":528,"locale":473,"meta":529,"order":530,"slug":531,"stem":532,"__hash__":533},"helpCategories\u002Fhelp\u002Fcategories\u002Fretail.yml","Memberships, gift cards & stock","Memberships, packages and gift cards clients spend down over time, plus discounts, products and stock.","i-lucide-gift",{},5,"retail","help\u002Fcategories\u002Fretail","_LyI2n8iDSMGQx_VrxsZYiqFdvhoiBB-wdOVIQERjow",{"id":535,"title":536,"audience":6,"description":537,"extension":490,"icon":538,"locale":473,"meta":539,"order":540,"slug":541,"stem":542,"__hash__":543},"helpCategories\u002Fhelp\u002Fcategories\u002Foperations.yml","Operations","The internal side of the business, covering your written playbook, Planner boards, venue incidents, and the policies everyone signs.","i-lucide-briefcase",{},6,"operations","help\u002Fcategories\u002Foperations","luSTIvbrxAnMbbljwzuwD35YR2Xq6-n6HziARRXrq14",{"id":545,"title":546,"audience":6,"description":547,"extension":490,"icon":548,"locale":473,"meta":549,"order":550,"slug":551,"stem":552,"__hash__":553},"helpCategories\u002Fhelp\u002Fcategories\u002Fteam.yml","Team & scheduling","Invite your team, set working hours and shifts, and handle timesheets, time off, commission and payroll.","i-lucide-id-card",{},7,"team","help\u002Fcategories\u002Fteam","82p-BQ6CYYNNt1GO80K3LXk-zcP5_6Tz-OA8hzQWB0Q",{"id":555,"title":556,"audience":6,"description":557,"extension":490,"icon":558,"locale":473,"meta":559,"order":560,"slug":561,"stem":562,"__hash__":563},"helpCategories\u002Fhelp\u002Fcategories\u002Fgrowth.yml","Reports & growth","Read and export your reports, and grow with campaigns, automations, reviews, loyalty and Oryx.","i-lucide-trending-up",{},8,"growth","help\u002Fcategories\u002Fgrowth","8zQ8GEUGer6qaVxqH4V6H7Qa1R1CPcZ1gkGsL74JZSQ",{"id":565,"title":566,"audience":6,"description":567,"extension":490,"icon":568,"locale":473,"meta":569,"order":570,"slug":571,"stem":572,"__hash__":573},"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","Rh-1T4iTtJkcK-o-n1olOGqTuFb3u3HsJ3w9anPS5Ak",{"id":575,"title":576,"audience":6,"description":577,"extension":490,"icon":578,"locale":473,"meta":579,"order":580,"slug":581,"stem":582,"__hash__":583},"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","8rq4IYJIBjfrS6vI3NVuFEa6_2DFJY9hHbhft5lmpYA",{"id":585,"title":586,"audience":6,"description":587,"extension":490,"icon":588,"locale":473,"meta":589,"order":590,"slug":591,"stem":592,"__hash__":593},"helpCategories\u002Fhelp\u002Fcategories\u002Fclasses.yml","Classes","Set up class types and a weekly timetable, run the roster and check-in, and change or cancel a class.","i-lucide-users-round",{},11,"classes","help\u002Fcategories\u002Fclasses","FSCZW6YrpwxAdhnLI0Ifyxs7zSnOE5ugnsH8kDrDi-s",{"id":595,"title":596,"audience":597,"description":598,"extension":490,"icon":599,"locale":473,"meta":600,"order":601,"slug":602,"stem":603,"__hash__":604},"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","GGAAKN9iClyv52FA3Er7Af4YQtGbIzTRT303vOeiSB4",{"id":606,"title":607,"audience":597,"description":608,"extension":490,"icon":609,"locale":473,"meta":610,"order":611,"slug":612,"stem":613,"__hash__":614},"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","uo0Lw9Pu1VwWJX1_sOT4LXIaNXQ4An31M7StYYHtcBw",[],[617,1035,1534],{"id":618,"title":191,"audience":6,"body":619,"category":458,"description":1017,"draft":460,"extension":461,"icon":1018,"keywords":1019,"locale":473,"meta":1026,"navigation":475,"order":1027,"path":190,"related":1028,"seo":1031,"sourceHash":481,"stem":1032,"translationReviewed":460,"updatedAt":1033,"__hash__":1034},"help\u002Fhelp\u002Fcheckout\u002Fcard-disputes.md",{"type":8,"value":620,"toc":994},[621,624,626,641,645,648,670,673,677,776,785,789,866,868,879,883,890,927,931,934,953,959,961,965,970,974,977,981,988,992],[11,622,623],{},"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.",[20,625,23],{"id":22},[25,627,628,633],{},[28,629,630,632],{},[15,631,32],{}," anyone whose role can issue refunds. Answering a dispute decides whether money goes back, so it's the same permission.",[28,634,635,39,638,18],{},[15,636,637],{},"Where to find them:",[15,639,640],{},"Point of sale → Disputes",[20,642,644],{"id":643},"how-you-find-out","How you find out",[11,646,647],{},"As soon as the bank opens a dispute, everyone who can issue refunds gets a notification and an email. The dispute also shows:",[25,649,650,664],{},[28,651,652,653,655,656,659,660,663],{},"on ",[15,654,42],{},", as ",[15,657,658],{},"A client disputed"," and the amount, with a ",[15,661,662],{},"Respond"," button;",[28,665,666,667,669],{},"under ",[15,668,640],{},", with a count on the tab.",[11,671,672],{},"Reminders follow 5, 2 and 1 day before the deadline until you respond. From 2 days out, Owneli support is copied in too.",[20,674,676],{"id":675},"answer-a-dispute","Answer a dispute",[53,678,679,683,695,699,709,713,716,720,730,734,752,756,766,770],{},[56,680,682],{"id":681},"open-it","Open it",[11,684,62,685,347,687,690,691,694],{},[15,686,640],{},[15,688,689],{},"Needs attention"," shows the ones waiting on you, with the deadline, such as ",[15,692,693],{},"Respond within 5 days",". Select the dispute.",[56,696,698],{"id":697},"read-what-the-bank-wants","Read what the bank wants",[11,700,701,702,81,705,708],{},"The tip at the top is based on the client's reason, such as ",[15,703,704],{},"Charged twice",[15,706,707],{},"Charge not recognised",". It says what to show.",[56,710,712],{"id":711},"check-the-evidence","Check the evidence",[11,714,715],{},"Owneli has already gathered what it holds about the charge. The table below lists what's included.",[56,717,719],{"id":718},"explain-what-happened","Explain what happened",[11,721,722,723,726,727,729],{},"Under ",[15,724,725],{},"Your response",", write in ",[15,728,719],{},", in plain words, what the charge was for and why it's valid. This goes first in what the bank reads.",[56,731,733],{"id":732},"attach-any-extra-files","Attach any extra files",[11,735,736,737,740,741,744,745,81,748,751],{},"Select ",[15,738,739],{},"Attach a file"," and choose its ",[15,742,743],{},"Kind of file",", such as ",[15,746,747],{},"Messages with the client",[15,749,750],{},"Signed or posted policy",". Files can be PDF, JPG or PNG, up to 3 MB each. A new file of the same kind replaces the old one.",[56,753,755],{"id":754},"preview-it","Preview it",[11,757,736,758,761,762,765],{},[15,759,760],{},"Preview what the bank receives"," to see the summary exactly as it will be sent. Select ",[15,763,764],{},"Save draft"," to finish later.",[56,767,769],{"id":768},"send-it","Send it",[11,771,736,772,775],{},[15,773,774],{},"Send response to the bank"," and confirm. Once it's sent, nothing more can be added.",[132,777,778],{},[11,779,780,781,784],{},"If the client really is owed the money, select ",[15,782,783],{},"Accept dispute",". It ends the dispute now instead of waiting weeks for a decision you won't win.",[20,786,788],{"id":787},"whats-gathered-for-you","What's gathered for you",[149,790,791,801],{},[152,792,793],{},[155,794,795,798],{},[158,796,797],{},"Section",[158,799,800],{},"What it holds",[168,802,803,813,823,832,842,856],{},[155,804,805,810],{},[173,806,807],{},[15,808,809],{},"The charge",[173,811,812],{},"What it was for, the card, who took it, and the tip with who entered it",[155,814,815,820],{},[173,816,817],{},[15,818,819],{},"The booking and the policy the client agreed to",[173,821,822],{},"When and how they booked, the exact policy, when they agreed and from which IP address",[155,824,825,829],{},[173,826,827],{},[15,828,163],{},[173,830,831],{},"Check-in, completion, no-show or cancellation, and who recorded it",[155,833,834,839],{},[173,835,836],{},[15,837,838],{},"What the client was sent",[173,840,841],{},"Confirmations, reminders, receipts and fee notices, with the times they were sent",[155,843,844,853],{},[173,845,846,849,850],{},[15,847,848],{},"Messages from the client"," and ",[15,851,852],{},"Forms the client signed",[173,854,855],{},"From your inbox and their forms",[155,857,858,863],{},[173,859,860],{},[15,861,862],{},"Other charges to this client around the same time",[173,864,865],{},"So \"charged twice\" can be answered with two separate bookings",[20,867,386],{"id":385},[11,869,870,871,874,875,878],{},"The dispute moves to ",[15,872,873],{},"With the bank"," and shows ",[15,876,877],{},"Response sent"," with the date. Banks usually decide within 60 to 75 days, and you're told either way.",[20,880,882],{"id":881},"what-it-costs","What it costs",[11,884,885,886,889],{},"While a dispute is open, the disputed amount is held from your payouts. A banner on ",[15,887,888],{},"Disputes"," shows how much.",[149,891,892,902],{},[152,893,894],{},[155,895,896,899],{},[158,897,898],{},"Outcome",[158,900,901],{},"What happens",[168,903,904,914],{},[155,905,906,911],{},[173,907,908],{},[15,909,910],{},"Won",[173,912,913],{},"The held money comes back to your payouts.",[155,915,916,924],{},[173,917,918,81,921],{},[15,919,920],{},"Lost",[15,922,923],{},"Accepted",[173,925,926],{},"The client keeps the money. The sale is reversed, along with its commission, tips, loyalty points and any unspent gift cards from it. The card network's dispute fee, about $15, is passed on to you.",[20,928,930],{"id":929},"fewer-disputes-to-begin-with","Fewer disputes to begin with",[11,932,933],{},"Most disputes come from clients who don't recognise a charge. Owneli already:",[25,935,936,947,950],{},[28,937,938,939,81,943,946],{},"labels each charge on the client's card statement, such as ",[940,941,942],"code",{},"NOSHOW FEE",[940,944,945],{},"DEPOSIT",", so two charges on one day never look like the same charge twice;",[28,948,949],{},"emails the client whenever a fee is charged, with the amount, the card and the date, even if you've turned that email off;",[28,951,952],{},"never charges a fee higher than the policy the client agreed to when they booked.",[11,954,955,956,18],{},"The best protection is a clear policy the client agrees to before booking. See ",[188,957,958],{"href":479},"Deposits, cancellation and no-show fees",[20,960,403],{"id":402},[56,962,964],{"id":963},"the-booking-section-says-theres-no-online-agreement","The booking section says there's no online agreement",[11,966,967,968,18],{},"The client didn't agree to a policy online, for example because staff booked them. Attach anything the client signed or agreed to, as ",[15,969,750],{},[56,971,973],{"id":972},"the-deadline-is-today-and-i-cant-finish","The deadline is today and I can't finish",[11,975,976],{},"Contact Owneli support. They can send the response for you from the same evidence.",[56,978,980],{"id":979},"the-deadline-has-passed","The deadline has passed",[11,982,983,984,987],{},"The dispute shows ",[15,985,986],{},"Deadline passed",". Nothing more can be sent, and the bank decides without your side.",[56,989,991],{"id":990},"i-cant-see-disputes","I can't see Disputes",[11,993,435],{},{"title":437,"searchDepth":438,"depth":438,"links":995},[996,997,998,1007,1008,1009,1010,1011],{"id":22,"depth":438,"text":23},{"id":643,"depth":438,"text":644},{"id":675,"depth":438,"text":676,"children":999},[1000,1001,1002,1003,1004,1005,1006],{"id":681,"depth":444,"text":682},{"id":697,"depth":444,"text":698},{"id":711,"depth":444,"text":712},{"id":718,"depth":444,"text":719},{"id":732,"depth":444,"text":733},{"id":754,"depth":444,"text":755},{"id":768,"depth":444,"text":769},{"id":787,"depth":438,"text":788},{"id":385,"depth":438,"text":386},{"id":881,"depth":438,"text":882},{"id":929,"depth":438,"text":930},{"id":402,"depth":438,"text":403,"children":1012},[1013,1014,1015,1016],{"id":963,"depth":444,"text":964},{"id":972,"depth":444,"text":973},{"id":979,"depth":444,"text":980},{"id":990,"depth":444,"text":991},"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.","i-lucide-shield-alert",[1020,1021,1022,1023,1024,1025],"chargeback","card dispute","disputed charge","client disputed payment","bank reversed charge","no-show fee dispute",{},75,[479,1029,1030],"\u002Fhelp\u002Fcheckout\u002Frefunds-and-the-cash-drawer","\u002Fhelp\u002Fsettings\u002Fconnect-payments",{"title":191,"description":1017},"help\u002Fcheckout\u002Fcard-disputes","2026-10-10","FzHsGqEqlyM9h-I9_4Hj8badI84moPrLNxULByYls7Q",{"id":1036,"title":958,"audience":6,"body":1037,"category":458,"description":1517,"draft":460,"extension":461,"icon":1518,"keywords":1519,"locale":473,"meta":1526,"navigation":475,"order":1527,"path":479,"related":1528,"seo":1530,"sourceHash":481,"stem":1531,"translationReviewed":460,"updatedAt":1532,"__hash__":1533},"help\u002Fhelp\u002Fcheckout\u002Fdeposits-and-cancellation-fees.md",{"type":8,"value":1038,"toc":1488},[1039,1042,1044,1073,1077,1132,1139,1143,1154,1158,1226,1229,1233,1244,1261,1265,1333,1337,1374,1380,1384,1398,1402,1405,1407,1435,1437,1441,1444,1448,1466,1470,1475,1479],[11,1040,1041],{},"Your payment policy decides what a client commits to when they book: nothing, a card on file, or a deposit. It also decides what a late cancellation or a no-show costs. This article covers what happens day to day: at booking, at checkout, and when you charge a fee.",[20,1043,23],{"id":22},[25,1045,1046,1055,1067],{},[28,1047,1048,1051,1052,18],{},[15,1049,1050],{},"Card payments"," must be connected. See ",[188,1053,1054],{"href":1030},"Connect card payments",[28,1056,1057,344,1060,186,1063,18],{},[15,1058,1059],{},"An admin sets the policy",[15,1061,1062],{},"Settings → Payments & selling → Payment policy",[188,1064,1066],{"href":1065},"\u002Fhelp\u002Fsettings\u002Fpayment-policy","Set your payment policy",[28,1068,1069,1072],{},[15,1070,1071],{},"Charging a fee"," needs a card captured for that booking, by a deposit or a card on file.",[20,1074,1076],{"id":1075},"the-three-choices","The three choices",[149,1078,1079,1092],{},[152,1080,1081],{},[155,1082,1083,1086,1089],{},[158,1084,1085],{},"Policy",[158,1087,1088],{},"At booking",[158,1090,1091],{},"Can you charge a fee later?",[168,1093,1094,1107,1120],{},[155,1095,1096,1101,1104],{},[173,1097,1098],{},[15,1099,1100],{},"No policy",[173,1102,1103],{},"Nothing is asked for",[173,1105,1106],{},"No, there's no card to charge",[155,1108,1109,1114,1117],{},[173,1110,1111],{},[15,1112,1113],{},"Card on file",[173,1115,1116],{},"The client adds a card. Nothing is charged.",[173,1118,1119],{},"Yes",[155,1121,1122,1127,1130],{},[173,1123,1124],{},[15,1125,1126],{},"Deposit",[173,1128,1129],{},"The client pays a deposit",[173,1131,1119],{},[1133,1134],"help-shot",{"alt":1135,"height":1136,"src":1137,"width":1138},"The When clients book section of Payment policy: three choices side by side, No policy, Deposit and Card on file (selected), each with one line explaining it, and Learn more.",137,"\u002Fhelp\u002Fcheckout\u002Fdeposits-and-cancellation-fees\u002Fchoices.webp",728,[20,1140,1142],{"id":1141},"how-big-the-deposit-is","How big the deposit is",[25,1144,1145,1148,1151],{},[28,1146,1147],{},"A deposit is a percentage of the visit or a fixed amount. It's never more than the service price.",[28,1149,1150],{},"On a visit with several services, one deposit is worked out for all of them together. A fixed $25 deposit is $25 for the visit, not $25 per service.",[28,1152,1153],{},"A service with its own deposit adds that deposit on top.",[20,1155,1157],{"id":1156},"when-the-policy-applies","When the policy applies",[149,1159,1160,1170],{},[152,1161,1162],{},[155,1163,1164,1167],{},[158,1165,1166],{},"Setting",[158,1168,1169],{},"What it does",[168,1171,1172,1182,1192,1207,1218],{},[155,1173,1174,1179],{},[173,1175,1176],{},[15,1177,1178],{},"Only for visits over",[173,1180,1181],{},"Below this amount, nothing is asked for. Leave it at 0 to apply to every booking.",[155,1183,1184,1189],{},[173,1185,1186],{},[15,1187,1188],{},"Require a deposit for large bookings",[173,1190,1191],{},"A booking at or over a total, or a visit longer than a number of hours, takes a deposit even when the policy only asks for a card.",[155,1193,1194,1200],{},[173,1195,1196,1197],{},"A service's own ",[15,1198,1199],{},"Payment policy",[173,1201,1202,1203,1206],{},"Set in the service's ",[15,1204,1205],{},"Settings"," section. It overrides the location's policy for any appointment that includes it, at any price.",[155,1208,1209,1212],{},[173,1210,1211],{},"A location's own policy",[173,1213,722,1214,1217],{},[15,1215,1216],{},"Each location",", a location can use its own policy in full instead of the business one.",[155,1219,1220,1223],{},[173,1221,1222],{},"One booking",[173,1224,1225],{},"Staff booking from the calendar can change what this client must do for this appointment.",[11,1227,1228],{},"When the services on one visit disagree, the strictest wins: a deposit beats a card, and a card beats nothing.",[20,1230,1232],{"id":1231},"at-checkout","At checkout",[11,1234,1235,1236,1239,1240,18],{},"The deposit already shows as ",[15,1237,1238],{},"Paid"," and comes off what the client owes. Take the rest as usual. See ",[188,1241,1243],{"href":1242},"\u002Fhelp\u002Fcheckout\u002Ftake-a-payment","Take a payment",[11,1245,1246,1247,1250,1251,1254,1255,81,1257,1260],{},"If the bill ends up smaller than the deposit, for example after a discount, the cart shows ",[15,1248,1249],{},"Deposit is $X more than this bill",". Under ",[15,1252,1253],{},"Where the unused deposit goes",", choose ",[15,1256,277],{},[15,1258,1259],{},"Keep as credit",". It happens when you complete the sale.",[20,1262,1264],{"id":1263},"charge-a-late-cancellation-fee","Charge a late-cancellation fee",[53,1266,1267,1271,1281,1285,1291,1295,1312,1316,1323,1327],{},[56,1268,1270],{"id":1269},"open-the-appointment","Open the appointment",[11,1272,1273,1274,1277,1278,18],{},"On the calendar, open the appointment. Select its status (such as ",[15,1275,1276],{},"Booked",") and choose ",[15,1279,1280],{},"Cancelled",[56,1282,1284],{"id":1283},"give-a-reason","Give a reason",[11,1286,1287,1288],{},"Answer ",[15,1289,1290],{},"Why are you cancelling?",[56,1292,1294],{"id":1293},"decide-about-the-deposit","Decide about the deposit",[11,1296,1297,1298,347,1301,1304,1305,81,1308,1311],{},"If the client paid a deposit, choose under ",[15,1299,1300],{},"What happens to the deposit",[15,1302,1303],{},"Follow the policy"," shows what the policy keeps and refunds. Choosing ",[15,1306,1307],{},"Refund all",[15,1309,1310],{},"Keep all"," instead needs a reason, which goes in the booking's activity log.",[56,1313,1315],{"id":1314},"charge-the-fee","Charge the fee",[11,1317,1318,1319,1322],{},"Tick ",[15,1320,1321],{},"Charge $X cancellation fee to the card on file",". It's off until you tick it, so you can let a regular off. It only appears when the cancellation falls inside the policy's window.",[56,1324,1326],{"id":1325},"confirm","Confirm",[11,1328,736,1329,1332],{},[15,1330,1331],{},"Cancel appointment",". When money is taken, the client is always told.",[20,1334,1336],{"id":1335},"charge-a-no-show-fee","Charge a no-show fee",[53,1338,1339,1343,1349,1352,1357,1360,1365,1368],{},[56,1340,1342],{"id":1341},"mark-the-no-show","Mark the no-show",[11,1344,1345,1346,18],{},"Open the appointment, select its status and choose ",[15,1347,1348],{},"No-show",[56,1350,1294],{"id":1351},"decide-about-the-deposit-1",[11,1353,1354,1355,18],{},"As with a cancellation, choose under ",[15,1356,1300],{},[56,1358,1315],{"id":1359},"charge-the-fee-1",[11,1361,1318,1362,18],{},[15,1363,1364],{},"Charge $X no-show fee to the card on file",[56,1366,1326],{"id":1367},"confirm-1",[11,1369,736,1370,1373],{},[15,1371,1372],{},"Mark no-show",". The slot is freed and the no-show is recorded on the client.",[11,1375,1376,1377,18],{},"If the deposit doesn't cover the whole fee, the box reads ",[15,1378,1379],{},"Charge the remaining $X to the card on file",[20,1381,1383],{"id":1382},"when-the-client-cancels-themselves","When the client cancels themselves",[25,1385,1386,1392],{},[28,1387,1388,1391],{},[15,1389,1390],{},"Outside the window:"," free. A deposit is refunded in full.",[28,1393,1394,1397],{},[15,1395,1396],{},"Inside the window:"," online, they're asked to pay the cancellation fee. Rescheduling inside the window is blocked rather than charged.",[20,1399,1401],{"id":1400},"what-the-client-is-told","What the client is told",[11,1403,1404],{},"At booking, the client sees the terms in plain words: the deposit, the free-cancellation window and the fees, in dollars. The same terms are on their booking page. Each booking keeps the terms it was made under, so changing the policy only affects new bookings.",[20,1406,386],{"id":385},[25,1408,1409,1415,1418],{},[28,1410,1411,1412,18],{},"A message confirms what happened, such as ",[15,1413,1414],{},"Cancellation fee charged: $40",[28,1416,1417],{},"The fee and any deposit decision appear in the appointment's activity.",[28,1419,1420,1423,1424,1427,1428,849,1431,1434],{},[15,1421,1422],{},"Reports → Cancellation & no-show fees"," lists every fee charged. ",[15,1425,1426],{},"Reports → Cancellations & no-shows"," shows rates by client, service and provider. ",[15,1429,1430],{},"Reports → Prepayment list",[15,1432,1433],{},"Deferred revenue & MRR"," show money taken for work not yet done.",[20,1436,403],{"id":402},[56,1438,1440],{"id":1439},"theres-no-fee-box-when-i-cancel","There's no fee box when I cancel",[11,1442,1443],{},"The booking has no card captured, the cancellation is outside the window, or no fee is set for this kind of cancellation.",[56,1445,1447],{"id":1446},"fee-couldnt-be-charged-no-card-on-file","\"Fee couldn't be charged: no card on file\"",[11,1449,1450,1451,81,1454,1457,1458,1461,1462,1465],{},"The booking has no usable card. The appointment shows ",[15,1452,1453],{},"Cancellation fee owed",[15,1455,1456],{},"No-show fee owed"," with the amount ",[15,1459,1460],{},"To pay",". Select ",[15,1463,1464],{},"Collect fee"," on the appointment to take it another way.",[56,1467,1469],{"id":1468},"the-client-says-they-didnt-recognise-the-fee","The client says they didn't recognise the fee",[11,1471,1472,1473,18],{},"They were emailed when it was charged, and it's labelled clearly on their statement. If they dispute it with their bank, see ",[188,1474,191],{"href":190},[56,1476,1478],{"id":1477},"the-deposit-couldnt-be-returned","The deposit couldn't be returned",[11,1480,1481,1482,226,1485,1487],{},"The sale is flagged for you. At checkout, select ",[15,1483,1484],{},"Retry refund",[15,1486,1259],{}," if the client agrees.",{"title":437,"searchDepth":438,"depth":438,"links":1489},[1490,1491,1492,1493,1494,1495,1502,1508,1509,1510,1511],{"id":22,"depth":438,"text":23},{"id":1075,"depth":438,"text":1076},{"id":1141,"depth":438,"text":1142},{"id":1156,"depth":438,"text":1157},{"id":1231,"depth":438,"text":1232},{"id":1263,"depth":438,"text":1264,"children":1496},[1497,1498,1499,1500,1501],{"id":1269,"depth":444,"text":1270},{"id":1283,"depth":444,"text":1284},{"id":1293,"depth":444,"text":1294},{"id":1314,"depth":444,"text":1315},{"id":1325,"depth":444,"text":1326},{"id":1335,"depth":438,"text":1336,"children":1503},[1504,1505,1506,1507],{"id":1341,"depth":444,"text":1342},{"id":1351,"depth":444,"text":1294},{"id":1359,"depth":444,"text":1315},{"id":1367,"depth":444,"text":1326},{"id":1382,"depth":438,"text":1383},{"id":1400,"depth":438,"text":1401},{"id":385,"depth":438,"text":386},{"id":402,"depth":438,"text":403,"children":1512},[1513,1514,1515,1516],{"id":1439,"depth":444,"text":1440},{"id":1446,"depth":444,"text":1447},{"id":1468,"depth":444,"text":1469},{"id":1477,"depth":444,"text":1478},"What a client is asked for at booking, how a deposit comes off the bill, and how to charge a late-cancellation or no-show fee.","i-lucide-shield-check",[1520,1521,1522,1523,1524,1525],"deposit at booking","charge no show fee","late cancellation fee","deposit more than the bill","refund deposit","card on file to book",{},30,[1065,1529,190],"\u002Fhelp\u002Fcalendar\u002Freschedule-cancel-and-no-shows",{"title":958,"description":1517},"help\u002Fcheckout\u002Fdeposits-and-cancellation-fees","2026-10-28","_uJBpUiF4foV3uktj23Ky4M83dTDftPUg2X1uREGlt4",{"id":1535,"title":313,"audience":6,"body":1536,"category":531,"description":1739,"draft":460,"extension":461,"icon":510,"keywords":1740,"locale":473,"meta":1746,"navigation":475,"order":1747,"path":312,"related":1748,"seo":1751,"sourceHash":481,"stem":1752,"translationReviewed":460,"updatedAt":1753,"__hash__":1754},"help\u002Fhelp\u002Fretail\u002Ffix-a-failed-membership-payment.md",{"type":8,"value":1537,"toc":1723},[1538,1545,1549,1600,1606,1612,1616,1674,1682,1686,1692,1694,1700,1702,1706,1709,1713,1716,1720],[11,1539,1540,1541,1544],{},"When a membership's renewal charge is declined, the membership becomes ",[15,1542,1543],{},"Past due"," and Owneli tries the card again a few times, emailing the client each time. If every try fails, it lapses. You have that time to get a working card or take payment another way.",[20,1546,1548],{"id":1547},"what-happens-after-a-declined-renewal","What happens after a declined renewal",[149,1550,1551,1560],{},[152,1552,1553],{},[155,1554,1555,1558],{},[158,1556,1557],{},"Stage",[158,1559,901],{},[168,1561,1562,1573,1581,1589],{},[155,1563,1564,1567],{},[173,1565,1566],{},"First try fails",[173,1568,1569,1570,1572],{},"The membership becomes ",[15,1571,1543],{},". The client is emailed with a link to update their card in their account.",[155,1574,1575,1578],{},[173,1576,1577],{},"More tries",[173,1579,1580],{},"The card is tried again 1 day later, then 3 days after that, then 7 days after that: four tries over about 11 days.",[155,1582,1583,1586],{},[173,1584,1585],{},"A try works",[173,1587,1588],{},"The membership is active again, and the new period's visits or credit are added as usual.",[155,1590,1591,1594],{},[173,1592,1593],{},"Every try fails",[173,1595,1569,1596,1599],{},[15,1597,1598],{},"Expired",", and the client is told.",[11,1601,1602,1603,18],{},"While it's past due, the client's sessions are locked. In their account, the plan shows ",[15,1604,1605],{},"Payment due",[1607,1608,1609],"warning",{},[11,1610,1611],{},"Nothing stops the clock while you look into it. If the card isn't fixed in time, the membership lapses by itself.",[20,1613,1615],{"id":1614},"get-the-payment","Get the payment",[53,1617,1618,1622,1634,1638,1647,1651,1660,1664],{},[56,1619,1621],{"id":1620},"find-the-membership","Find the membership",[11,1623,1624,1625,1627,1628,1630,1631,1633],{},"It's listed in ",[15,1626,17],{}," as ",[15,1629,299],{},". Or open the client's profile and select ",[15,1632,367],{},": the membership shows the next try's date.",[56,1635,1637],{"id":1636},"get-a-working-card","Get a working card",[11,1639,1640,1641,1643,1644,1646],{},"The quickest fix is the client updating their own card from the email they got. From ",[15,1642,689],{}," you can select ",[15,1645,309],{}," to send them a secure link. Staff never type card numbers.",[56,1648,1650],{"id":1649},"try-the-card-again","Try the card again",[11,1652,1653,1654,1656,1657,1659],{},"Once there's a new card, select ",[15,1655,111],{}," in ",[15,1658,689],{},". If it works, the membership is active again. If it's declined, it counts as one of the tries.",[56,1661,1663],{"id":1662},"or-renew-and-take-payment-yourself","Or renew and take payment yourself",[11,1665,1666,1667,1669,1670,1673],{},"On the client's ",[15,1668,367],{},", select ",[15,1671,1672],{},"Renew now",". The period rolls forward and the past-due state clears, but no card is charged. Ring up the plan's price as a normal sale so the money is actually taken.",[1675,1676,1677],"caution",{},[11,1678,1679,1681],{},[15,1680,1672],{}," gives the period's benefits straight away. Take the payment at the same time, or you've given a period away for free.",[20,1683,1685],{"id":1684},"after-it-has-lapsed","After it has lapsed",[11,1687,1688,1689,1691],{},"An expired membership stops billing. ",[15,1690,1672],{}," starts it again. A cancelled membership can't be renewed: sell a new plan instead.",[20,1693,386],{"id":385},[11,1695,1696,1697,1699],{},"The membership no longer shows as past due, it leaves ",[15,1698,689],{},", and the client's sessions unlock.",[20,1701,403],{"id":402},[56,1703,1705],{"id":1704},"a-member-was-charged-days-after-their-renewal-date","A member was charged days after their renewal date",[11,1707,1708],{},"That's a retry working. The successful try is the renewal, just late.",[56,1710,1712],{"id":1711},"does-pausing-a-past-due-membership-help","Does pausing a past-due membership help?",[11,1714,1715],{},"It stops billing while it's frozen, but the debt stays: when it resumes, it's past due again. Fix the card before it resumes.",[56,1717,1719],{"id":1718},"the-client-says-they-never-got-a-warning","The client says they never got a warning",[11,1721,1722],{},"The emails go to the email on their profile. Check they have one and that the emails aren't in spam. A client with no email gets no warnings.",{"title":437,"searchDepth":438,"depth":438,"links":1724},[1725,1726,1732,1733,1734],{"id":1547,"depth":438,"text":1548},{"id":1614,"depth":438,"text":1615,"children":1727},[1728,1729,1730,1731],{"id":1620,"depth":444,"text":1621},{"id":1636,"depth":444,"text":1637},{"id":1649,"depth":444,"text":1650},{"id":1662,"depth":444,"text":1663},{"id":1684,"depth":438,"text":1685},{"id":385,"depth":438,"text":386},{"id":402,"depth":438,"text":403,"children":1735},[1736,1737,1738],{"id":1704,"depth":444,"text":1705},{"id":1711,"depth":444,"text":1712},{"id":1718,"depth":444,"text":1719},"What happens when a membership renewal is declined, how Owneli retries the card, and how to get the payment before the membership lapses.",[1741,469,1742,1743,1744,1745],"membership payment failed","failed card charge membership","membership dunning","membership expired after failed payment","retry membership billing",{},55,[1749,1750,1242],"\u002Fhelp\u002Fretail\u002Fmemberships","\u002Fhelp\u002Fretail\u002Fapprove-a-membership-pause-request",{"title":313,"description":1739},"help\u002Fretail\u002Ffix-a-failed-membership-payment","2026-10-11","h1lIxVGHe6p6KtxjWi5c6FW5CCDTTM5rNJtNL2FvzYk",[],[1757,1758,1760,1762,1764,1766,1768],{"path":477,"translationReviewed":460},{"path":1759,"translationReviewed":475},"\u002Fhelp\u002Fel\u002Fcheckout\u002Fneeds-attention",{"path":1761,"translationReviewed":475},"\u002Fhelp\u002Fes\u002Fcheckout\u002Fneeds-attention",{"path":1763,"translationReviewed":475},"\u002Fhelp\u002Ffr\u002Fcheckout\u002Fneeds-attention",{"path":1765,"translationReviewed":475},"\u002Fhelp\u002Fpt-br\u002Fcheckout\u002Fneeds-attention",{"path":1767,"translationReviewed":475},"\u002Fhelp\u002Fpt-pt\u002Fcheckout\u002Fneeds-attention",{"path":1769,"translationReviewed":475},"\u002Fhelp\u002Fsq\u002Fcheckout\u002Fneeds-attention",1794073883185]