The Invoices page lists all invoices for your facility: monthly rent, admin fees, deposits, late fees, manual invoices. This is the place to view and filter invoices by status, open an invoice to see its applied payments, create a manual invoice for a one-off service, or issue a refund.
Who this article is for
Viewing invoices is available to all roles. Creating a manual invoice and issuing refunds require the Owner or Manager role. If a button is greyed out or missing, ask an Owner on your team.
View the invoices list
Step 1.
From the left menu, click Invoices.
Step 2.
Four receivables tiles above the list summarize and filter at the same time: To collect (open or partially-paid invoices, not yet overdue), Overdue (excl. failed) (past due date, no payment failure), Payment failed (the most recent card charge or debit failed), and Outstanding, the total of the three previous ones. Click a tile to filter the list to that category; click it again to clear the filter.
A Status menu adds the remaining statuses (Paid, Refunded, Cancelled, Draft, Uncollectible), and a Type filter narrows the list to rental invoices, late fees, or manual invoices. Use the Search invoices... field to filter by invoice number or customer.
The Balance due column shows what is actually still owed on each invoice, not its total: for a partially-paid invoice, this figure is lower than the Amount column. On a fully-settled invoice, Balance due shows —.
Act on an invoice from the list
Each row has an Actions menu with shortcuts, without opening the invoice: Send a reminder and Retry payment on an unpaid invoice, Send receipt and View payment details on a paid one, Download invoice (PDF), Payment link, and View details. The actions offered change based on the invoice's status — a paid invoice doesn't offer a reminder or retry, and vice versa.
Open an invoice
Step 1.
Click an invoice in the list to open its detail page.
The detail page shows the invoice number as the title (for example 2X8M46P0-0008), a Recent activity section with the history of actions applied, a Summary section with the amount, taxes, and total, a Payments section with applied payments (card, pre-authorized debit, offline), a Customer section, an Information section (dates, status), and a Related rental section linking back to the booking that generated the invoice. A Refund button appears only for Paid invoices.
Download the PDF or resend the receipt
Step 1.
On the invoice detail page (or from the list's Actions menu), click Download PDF. The PDF now opens directly in a new tab — rather than downloading as a file — from the list, the detail page, and the customer portal.
Step 2.
For an already-paid invoice, the Send receipt button resends the payment receipt email to the customer, for example if they misplaced it. The recipient (the customer's email address) is shown in the confirmation dialog before sending.
Create a manual invoice
To bill a one-off, off-cycle service (lock cut, cleaning fee, lost key):
Step 1.
Click New Invoice at the top right.
Step 2.
Choose the customer, the related rental if applicable, and add line items and taxes.
Step 3.
Save or finalize.
For the full walkthrough, see the Manual invoices article.
Record an offline payment
When a customer pays outside Stripe, for example by cash, cheque, Interac, debit, or bank transfer, Stortech cannot confirm that payment automatically. Open the invoice, use Change status, choose Paid or Partially paid, then select the method actually used. For the full walkthrough, see Record an offline payment on an invoice.
Issue a refund
Step 1.
Open the invoice detail page.
Step 2.
Click Refund.
Step 3.
Confirm the amount and reason.
The refund is issued via Stripe back to the original payment method. The Refund button triggers a real Stripe refund on your connected account. It is not a draft — confirm with your customer before clicking.
What happens automatically
For a rental whose start date is in the future, no invoice is generated before that start date: the first invoice appears automatically on the Invoices page once the start date is reached.
When an invoice is created, it is recorded and synced with Stripe based on the payment method, and an invoice email is sent to the customer if the template is active.
On a successful payment (card or pre-authorized debit), the status moves to Paid, a receipt email is sent to the customer, and gate access is restored if the rental was suspended for now-resolved delinquency.
On a failed payment, the invoice stays Open, and automatic protection may be applied to the rental to avoid a Stripe cancellation before the end of the legal period.
On a refund, the balance is returned via Stripe to the original method (card or pre-authorized debit). The invoice status may move to Refunded, or stay Paid with a partial refund attached.
Statuses and important fields
Item | Meaning |
To collect | Tile: open or partially-paid, not yet overdue. |
Overdue (excl. failed) | Tile: past due date, no recent payment failure. |
Payment failed | Tile and status: the most recent card charge or debit failed. |
Outstanding | Tile: the total of the three tiles above. |
Balance due | Column: what is actually still owed, not the invoice total. |
Open | Status: issued, awaiting payment (a pre-authorized debit may be in progress). |
Partially paid | Status: a payment has been applied, but a balance remains. |
Payment processing | Status: a pre-authorized debit was submitted and awaits confirmation (1 to 5 business days). |
Overdue | Status: past due date and unpaid. A card or pre-authorized-debit invoice with no explicit due date gets a short grace period after finalization before it turns Overdue. |
Paid | Status: settled in full. |
Duplicate | Status: an owed invoice whose period was already paid by another invoice ("Period paid by [number]"). It can't be retried or reminded: Retry payment and Send reminder refuse with "Another invoice already paid this period. Void this duplicate instead of…". Void it rather than billing or chasing it. |
Replaced | Status: a cancelled invoice replaced by a reissue, linking "by [number]". The new invoice in turn shows "Replaces [number]". |
Dispute lost | Status: the tenant's bank reversed a payment that had already settled ("The tenant's bank reversed this payment (dispute lost)."). It no longer counts among owed invoices on this invoice — any remaining debt sits on a sibling invoice. |
Recent activity | History of the invoice: creation, payments, refunds. |
Payments | List of payments actually applied. |
Related rental | Link to the booking that generated the invoice. |
Common issues
The invoice is Open but the customer says they paid.
What to check: for a pre-authorized debit, confirmation takes 1 to 5 business days. For a card, does the invoice's Payments section show an applied payment?
What to do: if it's a recent pre-authorized debit, wait for confirmation. For a card, check the Stripe object and recent activity. See Failed or declined payment.
The invoice is Overdue but the customer is on a pre-authorized debit in progress.
What to check: does recent activity show a payment currently processing with Stripe?
What to do: wait for Stripe to confirm the payment (up to 5 business days) or refresh the page. If nothing after 5 days, contact support.
The Refund button doesn't appear on an invoice.
What to check: is the invoice marked Paid? Does your role allow refunds?
What to do: if the invoice isn't Paid yet, a refund isn't possible. If your role is Staff, ask an Owner or Manager.
A refund fails with a Stripe error.
What to check: does the Stripe Connect account have available funds? Has the invoice already been refunded?
What to do: check the balance on the Stripe dashboard. If funds are insufficient, the owner needs to top up before retrying. See Failed or declined payment.
An invoice amount looks wrong.
What to check: the invoice's line items and applied taxes before any refund.
What to do: if you need to adjust, create a manual credit invoice or a partial refund. Avoid creating a double payment.
An upcoming rental (future start date) has no invoice.
What to check: is the rental's start date really in the future? Check the rental's Summary tab.
What to do: this is normal behavior, no action needed. The first invoice is generated on the rental's start date, not before it's created; it will appear automatically on the Invoices page on that date.
An invoice line shows "Reconstructed detail".
What to check: this is a signal, not an error. It means no Stripe line was synced for this invoice; the row shown is rebuilt from the invoice totals, not from Stripe data.
What to do: the amount and taxes stay accurate. If you're unsure what the line covers (several fees combined into one row, for example), contact support to confirm the exact breakdown.
Common questions
How do I see all unpaid invoices? — Click the Outstanding tile above the list, or one of the three more specific tiles (To collect, Overdue (excl. failed), Payment failed).
How do I record a customer payment received by cash, cheque, Interac, or bank transfer? — Open the invoice, use Change status, then choose Paid or Partially paid with the offline payment method. See Record an offline payment on an invoice.
How do I create an invoice for a one-off service like a lock cut? — Click New Invoice at the top right, choose the customer, and add the line items. See also the Manual invoices article.
How do I refund an already-paid invoice? — Open the invoice and click Refund. The refund is issued via Stripe back to the original payment method.
How do I resend the receipt to a customer who misplaced it? — Open the paid invoice and click Send receipt. The recipient shown is the email address on file for the contact.
Why is an invoice still Open when the customer says they paid? — For a pre-authorized debit payment, confirmation takes 1 to 5 business days, which is normal. For a card, check the Payments section of the invoice and the recent activity.
Why doesn't the Refund button appear on an invoice? — Either the invoice isn't yet in Paid status, or your role doesn't allow refunds.
A rental whose start date is in the future has no invoice yet. Is that normal? — Yes. Stortech generates a rental's first invoice on its start date, not before. Until the start date arrives, the rental already exists in Stortech (you can view its details from Rentals) but no invoice will be visible on the Invoices page for it. The first invoice appears automatically once the start date is reached.
Why is Balance due lower than Amount on some invoices? — The invoice is partially paid: a payment has already been applied. Balance due shows what is actually still owed, never the original total.
Can I send a reminder or retry a payment without opening the invoice? — Yes. Use the Actions menu on the invoice's row in the list; the options offered depend on its status.