See your deposits and charges, and give a refund

Find a charge

1. Go to Bookings › Charges, then pick All charges, Deposits or Cancellation charges in the left menu.
2. Use Search name or reference…, or click Filters (such as Type, Venue, Status or Date range), then Apply.
3. Check the row's Paid, Refunded and Remaining.

Total taken and Total refunded at the top follow your search and filters. To reconcile a week against the bank, set a Date range and read the totals. For a spreadsheet, see export bookings and deposits in Reports.

A guest paid in the venue

There is no way to mark a payment link as paid, so stop it asking for the money again:

1. Go to Bookings › Outstanding Payments.
2. Click the three dots on the guest's row and choose Cancel payment link. The booking stays active.
3. Add a note on the booking saying how and when they paid.

A guest says they paid but you cannot see it

1. Search the guest's name on Charges. Pending (deposits) or Unpaid (cancellation charges) means no money has arrived.
2. Open the booking and check a payment link was actually sent to the guest's email.
3. Search your own payment account's dashboard for the guest's email. If nothing is there, nothing was taken.

Still unsure? Ask the guest for their proof of payment and the email they used. See a guest cannot pay a deposit.

Check it worked

The row shows Refund in progress, then Refunded or Part refunded.

Good to know

• Deposits, charges and gift card sales are paid into your venue's own payment account, so receipts or invoices for them come from that account, not from your Stampede invoice. See connect Stripe.
• A deposit your previous booking system took was paid there, so refund it there.
• For when to refund, see what happens to a deposit when a guest cancels.
• FOH, Marketing and IT cannot see the Charges page or give refunds. Bookings Manager cannot see Outstanding Payments.