Online payments: fixing problems and getting help
Most card payments go through without a hitch. When something does go wrong, this guide tells you what it means and where to sort it.
A payment failed
Open the Problems tab on Money, Online Payments. The reason is shown in plain words, usually insufficient funds, a card declined by the bank, or an expired card.
Nothing has been taken and the invoice is still unpaid. Ask the client to try again with the same link, or with another card.
A payment is stuck as pending
Some banks ask the cardholder to approve the payment in their banking app. Until they do, it stays pending. Give it a few minutes, then use Recheck or Refresh. If it never completes, the client should try again.
Refunding a client
Refunds are issued from your payment portal. Open the payment under Payments and choose to refund it, in full or in part.
Once it has processed, the payment moves to the Refunded tab in PawLoop with the refunded amount shown. If the refund means the client no longer owes what the invoice says, adjust the invoice in PawLoop or add a credit to their account.
A client disputes a payment
A dispute, or chargeback, is where the cardholder challenges the payment with their bank. It appears in the Problems tab and in your portal with a deadline to respond.
Respond in the portal with your evidence: the invoice, the bookings it covers and any messages agreeing the work. Get in touch with the client too, since most disputes are a misunderstanding and can be withdrawn.
A payout has not arrived
Check the balance and upcoming payout on your portal Home screen, and check Tasks in case Stripe is waiting on something from you. Payouts generally take three working days and can take five.
Who to contact
Contact PawLoop for anything in PawLoop: invoices, which clients can pay by card, the payments list or the setup page. Use the help button in the app or email hello@pawloophq.com.
Contact Stripe for anything about the money itself: verification, payouts, bank details, refunds that will not process and disputes. There is a help link inside your payment portal, and their support pages are at support.stripe.com.
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