Track and refund a payment
Find the payments received on your booking page, refund a customer, and find the QR code they received.
Each purchase on your booking page creates two records in NEXUS: a payment, in Transactions, and a QR code, in QR Codes › Tickets. This page explains how to read each of them, and how to refund.
Read the payments
Open Transactions. Each row is a payment:
| Column | Content |
|---|---|
| Customer email | The address the customer entered when booking. |
| Gross | What the customer paid, promo code already deducted. |
| Fee | The Stripe fees. Click it for the Fee breakdown. |
| Promo | The discount granted by a promo code, for information: it is already deducted from Gross. |
| Net | What you receive: Gross minus the Stripe fees and refunds. |
| Status | Succeeded, or Refunded as soon as part of it has been refunded. |
At the top of the page, the totals (Gross volume, Stripe fees, Promotions,
Refunds, Net volume) cover the chosen filters. The
Net volume is the Gross volume minus fees and refunds; the
Promotions are not subtracted a second time, since they are already deducted from
gross. The
CSV button exports the filtered list; amounts are in cents, and the
net_to_center column gives what you receive for each payment.
Refund a customer
In Transactions, find the payment, for example by typing the customer's email in the search.
Click Refund. The window shows the Gross amount, the amount Already refunded and the Refundable remaining.
In Amount to refund, leave the amount offered for a full refund, or enter a smaller amount for a partial refund. The window shows what will happen to the customer's QR code. Click Confirm.
Result
The payment changes to the Refunded status and the Refunded column shows the amount. Stripe credits the customer's payment method.
- Full refund: the customer's QR code is disabled automatically. At the simulator, it is refused with "This QR code has been disabled.". To make a goodwill gesture, reactivate it in QR Codes › Tickets with the Active switch: its remaining credit is intact.
- Partial refund: the QR code stays active.
You can refund the same payment several times, up to its total amount.
Good to know
- Stripe fees are not returned on a refund.
- A maximum refund delay can be set in Settings, Refunds block (Max refund delay). Beyond it, NEXUS refuses the refund.
- A refund made directly from your Stripe dashboard is also taken into account by NEXUS, and a full refund there also disables the QR code.
The customer did not receive their QR code
NEXUS retries sending automatically for 24 hours. If the ticket stays in Email failed:
In QR Codes › Tickets, find the ticket by the customer's email or username. Check the address: a typo is the most frequent cause.
Click the View QR code icon, then Download, and send the image to the customer by your own means.
Troubleshooting
| Message | Cause | Solution |
|---|---|---|
| "Refund blocked: the … day limit has passed" | The payment is older than the delay set in Settings. | Extend the delay, or refund from your Stripe dashboard. |
| "Invalid amount" | The amount is zero or exceeds the Refundable remaining. | Correct the amount. |
| The Refund button does not appear | The payment has already been fully refunded. | — |