Managing Payments, Refunds & Disputes
Review your transaction history, issue refunds, and respond to disputes from the Final Pay Payments area in the Merchant Hub.
Opening the Payments area
Select Payments from the Merchant Hub navigation. The page is a place to view and manage payment transactions, refunds, and disputes, and it shows the full history of payments processed through Final Pay.
Setup required first: Payments data only appears after you've completed Final Pay setup. If you see a setup prompt instead of your transactions, finish onboarding first — see "Getting Started with Final Pay."
Understanding the transaction list
Each entry in the list represents a single payment. At a glance you can see the amount, the date and time, the payment method, and the current status. Common statuses you may encounter include:
Succeeded — the payment was captured successfully and the funds are on the way to your balance.
Pending — the payment is still processing and hasn't fully cleared yet.
Refunded — you returned all of the payment amount to the customer.
Partially refunded — you returned part of the payment amount to the customer.
Failed — the payment did not go through (for example, the card was declined).
Disputed — the customer's bank has opened a dispute (chargeback) on the payment.
Find a payment fast: Use the search and filter controls to narrow the list by date, amount, or status. This is the quickest way to locate a specific order when a customer calls about a charge.
Viewing payment details
Select a payment from the list to open its detail view.
Review the amount, the date and time, the payment method, and the status.
Look for related information such as fees, the net amount added to your balance, and any refunds or disputes tied to the payment.
The detail view is also where you start a refund or open dispute information for that specific transaction.
How do I issue a refund?
You can return all or part of a payment to the customer. Refunds are sent back to the original payment method.
Open the payment you want to refund from the transaction list.
Choose to refund and enter the amount — the full amount for a complete refund, or a smaller amount for a partial refund.
Confirm the refund. The payment's status updates to Refunded or Partially refunded.
About tips on refunds: If a tip was collected on the original payment, refunding can return the tip as well. Your reporting separates "Tips refunded" and shows "Net Tips" (tips collected minus tips refunded) so your totals stay accurate.
Refunds can take a few days to appear: Once you issue a refund, it may take several business days for the amount to show on the customer's statement, depending on their bank. The refund is processed immediately on your side even though the customer sees it later.
How do I respond to a dispute (chargeback)?
A dispute — also called a chargeback — happens when a cardholder questions a charge with their bank. When a payment is disputed, it appears with a Disputed status, and you may be asked to submit evidence that the charge was legitimate.
Open the disputed payment from the Payments area.
Review the reason given for the dispute and the response deadline.
Submit supporting evidence — for example, receipts, order details, proof of delivery, or a customer signature captured at checkout.
Submit your response before the deadline. The cardholder's bank then decides the outcome.
Signatures help you win disputes: Turning on Request Cardholder Signature in Payment Setup stores a signature with each order on supported cloud terminals. That signature is useful evidence when responding to a dispute. See "Configuring Tips & Cardholder Signatures."
Tips & best practices
Reconcile regularly — match your Payments list against your daily sales to catch anything unexpected early.
Respond to disputes quickly — deadlines are firm; gather your evidence as soon as a dispute appears.
Keep records — clear order details, receipts, and signatures make refunds and dispute responses far easier.
Communicate with customers — a quick conversation and a voluntary refund can often resolve an issue before it becomes a dispute.
Frequently asked questions
Can I refund only part of a payment? Yes. When issuing a refund, enter a partial amount instead of the full total. The status becomes Partially refunded.
Where does a refund go? Refunds are returned to the customer's original payment method. The customer may take a few business days to see it on their statement.
What's the difference between a refund and a dispute? A refund is something you choose to issue. A dispute is initiated by the customer's bank, and you respond with evidence. Issuing a refund proactively can sometimes prevent a dispute.
Will I be charged for a dispute? Dispute handling and any associated fees follow Stripe's standard processing terms. Review your dispute details and your processing agreement for specifics.
Frequently asked questions
Can I refund only part of a payment?
Yes. When issuing a refund, enter a partial amount instead of the full total. The status becomes Partially refunded.
Where does a refund go?
Refunds are returned to the customer's original payment method. The customer may take a few business days to see it on their statement.
What's the difference between a refund and a dispute?
A refund is something you choose to issue. A dispute is initiated by the customer's bank, and you respond with evidence. Issuing a refund proactively can sometimes prevent a dispute.
Will I be charged for a dispute?
Dispute handling and any associated fees follow Stripe's standard processing terms. Review your dispute details and your processing agreement for specifics.