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.
Common questions
How do I see all unpaid invoices? — Select the Open or Overdue tab above the list.
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.
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.
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
To see all invoices for your facility:
From the left menu, click Invoices.
The list shows every invoice with its number, customer, amount, due date, and status.
Four tabs are available:
- All — every invoice combined. - Open — issued, awaiting payment (including pre-authorized debits in progress). - Overdue — due date passed, not paid. - Paid — fully settled.
Use the Search an invoice... field to filter by invoice number or by customer.
Create a manual invoice
To bill a one-off out-of-cycle service (lock cut, cleaning fee, lost key):
Click New invoice at the top right.
Choose the customer, the related rental if applicable, and add line items and taxes.
Save or finalize.
For full instructions, see the Manual invoices article.
Open an invoice
Click an invoice in the list to open its detail view. The page includes:
the invoice number as the title (for example
2X8M46P0-0008);a Refund button (visible only for Paid invoices);
a Recent activity section with the history of applied actions;
a Summary section with the amount, taxes, and total;
a Payments section with the applied payments (card, pre-authorized debit, offline);
a Customer section;
an Information section (dates, status);
a Related rental section with a link to the booking that originated the invoice.
Issue a refund
To refund an already-paid invoice:
Open the invoice.
Click Refund.
Confirm the amount and the 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. This isn't a draft, confirm with your customer before clicking.
What happens automatically
When an invoice is created, it's recorded and synced with Stripe according to 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 re-enabled if the rental had been suspended for delinquency that's now resolved.
On a failed payment, the invoice stays Open, and an 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 change to Refunded, or stay Paid with a partial refund attached.
Important statuses and fields
Item | Meaning |
All | Every invoice for the facility. |
Open | Issued, awaiting payment (including a pre-authorized debit being processed). |
Overdue | Due date passed and not paid. |
Paid | Fully settled. |
Recent activity | History of actions applied to the invoice (creation, payment attempts, refunds). |
Payments | List of payments actually applied. |
Related rental | Link to the booking that originated the invoice. |
Common issues
Situation | What to check | What to do |
The invoice is Open but the customer says they paid. Why? | For a pre-authorized debit, confirmation takes 1 to 5 business days. For a card, does the Payments section of the invoice show an applied payment? | If it's a recent pre-authorized debit, wait for confirmation. For a card, check the Stripe object and recent activity. See the Payment refused or failed article. |
The invoice is Overdue but the customer is on a pre-authorized debit in progress. What now? | Does recent activity show a payment being processed by Stripe? | 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. Why? | Is the invoice actually marked Paid? Does your role allow refunds? | If the invoice isn't Paid yet, a refund isn't possible. If your role is Employee, ask an Owner or Manager. |
A refund fails with a Stripe error. What now? | Does the Stripe Connect account have funds available? Has the invoice already been refunded? | Check the balance in the Stripe dashboard. If funds are insufficient, the owner must replenish before retrying. See the Payment refused or failed article. |
An invoice amount looks wrong. What now? | Check the invoice line items and applied taxes first before any refund. | If you want to adjust, create a manual credit invoice or a partial refund. Avoid creating a double-payment. |