Recording payments & refunds

Open the correct invoice or order under Sales, then check its payment history and balance. Choose the action that matches what has actually happened to the money:

Action	What it does
Record payment	Records money already collected outside cartonium, such as cash or a bank transfer. It updates the record's payment history and balance.
Record refund	Records money already returned outside cartonium. It does not send a card refund.
Refund to original card	Requests a real refund through Stripe to the card used for an eligible payment. Check the result after submitting it.

Quotes do not take payments. Follow Quotes & invoices to prepare the appropriate payable document first. For returned goods, use Returns & refunds; a payment entry is not a record of goods arriving or stock being restored.

Find the payment history

Open Sales → All sales, find the invoice or order, and open its number. Confirm the selected store and mode, customer, currency and existing payments before recording anything. Review Amount Paid, Balance Due, and the payment/refund history. Use Load more for older transactions.

For transactions across the store, open Sales → Payments & refunds. Filter by Transaction type, Status, Method, Record type, From (UTC) or Through (UTC), then choose Apply filters. Use Reset to clear applied filters. Open the linked Sales record to take an action; the cross-record list is for reading and navigation.

If the transaction history could not be loaded, refresh before recording a replacement entry.

Check eligibility and access

Manual payments are offered on issued Sent or Accepted invoices and orders with an outstanding balance. Refunds can also be offered on Voided documents, provided money remains refundable. Drafts and quotes are not eligible for these entries. These are commercial document states; an order's processing status is separate.

The saved state, source workflow, earlier refunds and in-flight requests can further restrict an action or reduce its amount. Follow the displayed explanation or contact support when the expected control is unavailable.

Owners and Admins can record payments and refunds. Staff need Manual payments plus the record's own permission group:

Invoices for an invoice.
Orders and fulfillment for an order.

The original-card refund action uses the same combination. Read access alone, or Manual payments without the matching record permission, does not grant these actions. See Team & permissions.

Record money already collected

Confirm that the money was collected outside cartonium and that it has not already been recorded.
Choose Record payment. Review Amount carefully: the dialog starts with the outstanding balance, which may be more than you received.
Select Method: Cash, Check, Bank transfer, Store credit or Other. Card payments are not a manual method.
Add an optional Reference, such as a check number or transfer reference. Set Date received if needed; leaving it blank uses the current time.
Enter the required Reason, then choose Record payment.
Check the refreshed history, Amount Paid, Balance Due and payment status against the amount you actually received.

The amount must be above zero and cannot exceed the remaining balance. A partial payment leaves a balance due. Recording money does not collect it from a bank account or card, and choosing Store credit does not issue credit to a customer.

Record money already returned

Confirm the money has already been returned outside cartonium and is not already represented by a refund in the history.
Choose Record refund. Enter Amount for the money actually returned; the dialog starts with the net amount paid, not a recommendation to refund that much.
Choose the actual Method and add a Reference where useful. The optional date field is labelled Date received in this dialog too.
Enter the required Reason, then choose Record refund.
Check the new refund row and payment status.

A manual refund must be above zero and within the remaining refundable amount. Earlier refunds and amounts reserved for a refund still in progress can reduce that capacity. Recording a refund does not reopen Balance Due; see Sales records & statuses.

Use this action only for money returned outside cartonium. A Stripe refund already requested or recorded through another workflow should not be entered again as a manual refund.

Request a refund to the original card

Use Refund to original card when the record has a completed card payment and offers this action. If the payment is older than the loaded history, use Load more first. The server rechecks the payment, record and remaining refundable capacity when you submit.

Choose Refund to original card and select the correct Card payment.
Enter Amount, within the displayed refundable limit. Earlier partial refunds and other refund requests can reduce what remains available.
Under Allocation, assign the refund to the displayed components. You can use Distribute amount to fill a split, then review each amount and its limit. The allocations must add up to the refund amount.
Enter the required Reason and review the customer, original payment, total and allocation before choosing Issue refund.
Check the refreshed payment history and recorded refunded amount. A successful submission or confirmation message does not by itself establish that Stripe has completed the refund.

A refund can remain pending or require reconciliation before it appears as a completed transaction. If the outcome is uncertain or the expected completed refund is missing, contact cartonium support before issuing another refund or adding a manual entry. Do not return the same money twice to work around a pending result.

When the result needs attention

Captured-payment reconciliation: investigate the displayed capture before collecting the same payment again. Follow the offered reconciliation action or contact support; a manual entry is not a substitute for resolving that captured payment.
Refund reversal or a return-refund exception: follow the Returns & refunds exception workflow or contact support. Check the existing outcome before returning more money.
Uncertain manual submission: refresh the record and inspect its history before starting a new entry. If you cannot determine whether it was recorded, ask support to help reconcile it.