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Payments

Manage payments

Last updated: September 19, 2022

Applies to:

Marketing Hub Starter, Professional, Enterprise
Sales Hub Starter, Professional, Enterprise
Service Hub Starter, Professional, Enterprise
Operations Hub Starter, Professional, Enterprise
CMS Hub Starter, Professional, Enterprise

After you set up the payments tool, you can start collecting payments in HubSpot using payment links or quotes. When you collect a payment through any of those methods, the payment details are stored in a payment record. You can manage your collected payments in HubSpot by issuing refunds, resending receipts, and downloading reports of your payments and payouts.

To manage payments, you must be a user with super admin permissions or Manage payments and subscriptions access. Any user with Manage payments and subscriptions access can view transaction and payout history, download payment and payout reports, resend receipts, cancel subscriptions, and issue refunds.

To measure the performance of your payments, learn how to create a payments revenue dashboard.

Collect payments

When a payment is processed successfully using a payment link or quote that is connected to the payments tool, the following will occur:

  • You will receive a payment notification. If you don't want to receive a notification for a completed payment, you can turn off email notifications for payments in your notifications settings.

payment-notification2

Please note: for recurring payments, the buyer will receive a receipt each time they are charged, but you will only receive a notification for the first payment made. You can use workflows to send internal notifications for subsequent payments.

  • The buyer will receive a copy of their receipt in their email inbox. Learn more about the buyer checkout experience.
  • A payment record will be created and associated with the relevant contact, company, subscription, and deal record. You can also access your payment records on the payments index page.
  • A contact record will be created using the email address that the buyer entered on the checkout page, if a record with that email address doesn't exist already.

Please note: submitting a payment on behalf of a customer can result in the payment being associated with the wrong contact. This is because, if you've filled out a HubSpot form previously, HubSpot will use existing cookies to associate the payment. To fix incorrectly associated payments, navigate to the payment record and update the associated contact record. It's also recommended that you use a private browsing window if you need to manually submit customer payments in the future.

  • A deal record will be created in your HubSpot account and the deal amount will be updated to the payment total, including any applied discounts. For recurring payments, a new deal record will not be created every time recurring payments are processed, but those payments will appear on the subscription record.

payments-on-subscription-record

  • If the buyer made a purchase using either a payment link configured to collect recurring payments, or a quote connected to the payments tool that includes recurring line items, HubSpot will create a subscription record and associated it to the contact and deal record. Moving forward, the buyer will be charged every billing cycle per the terms set on the quote or payment link, and they will be notified each time they are charged. You can also turn on reminder emails to notify the buyer 14 days before their next subscription payment. The associated subscription properties will also be updated in HubSpot. Learn more about managing subscriptions.

Receive payouts

Payouts are the funds deposited in your bank account from your collected payments each day, minus any fees, refunds, or chargebacks.

HubSpot will send a daily payout notification email that includes the payout total. You can expect funds from payouts to be deposited in your bank account within two business days for card payments and within three business days for ACH payments.

payout-payment-email

If there are days where the daily payout total is less than the refunds or chargebacks processed that day, HubSpot will debit your bank account to cover the difference. On these days, you'll receive a payout email from HubSpot that includes the amount debited from your account.

debit-account-payout-email
Learn more about auto-debiting and paused payouts in Stripe's documentation, HubSpot's partner for processing payments.

Download payment reports

You can download reports that include your payment or payout details, as well as a payment reconciliation report.

  • In your HubSpot account, navigate to Sales > Payments.
  • In the top right, click Go to transactions and reports.
  • To download a report of your account's payments or payouts, in the top right, click Download reports, then select one of the following report types:
    • Payment reconciliation: view a list of payouts with itemized payment details. The report includes the transactions included in each payout, such as payments, refunds, and fees, in descending order. 
    • Payment details: view all customer transactions, such as one-time and recurring payments, refunds, transactional fee, and disputes.
    • Payout details: view all of the customer payments that are included in your daily payout total.
  • In the dialog box, click the File format dropdown menu and select a format, then click Export.

View payment records

When you collect a payment in HubSpot, the payment details are stored in a payment record on the payments index page

  • In your HubSpot account, navigate to Sales > Payments.
  • Your payment records will appear in the table on the index page. In the Status column, view the payment status:
    • Processing: it can take two to three days to debit a buyer's bank account for a payment made via ACH, during which time the status will appear as Processing. When the payment is processed, the status will either change to Succeeded or Failed
    • Succeeded: the payment was successfully collected from the buyer.
    • Failed: the buyer's payment method wasn't successfully charged. This status only applies payments made via ACH or subscription payments. 
    • Partially refunded: the payment was refunded for an amount less than what the buyer originally paid.
    • Refunded: the total amount of the original payment was refunded. 
    • Processing refund: a refund request was submitted. Refunds for payments made via ACH can take five to ten business days to process. 

payments-index-page

  • Use the filters at the top to segment your payment records by properties such as status, payment method, or amount. Learn more about viewing and filtering records on the index page.
  • In the Gross amount column, click the payment amount.
  • The payment record will open in the right panel. It will include a summary of the payment amount, payment date, customer, and payment method.
  • The record also includes different sections for the payment, line items, subscriptions, and record associations. To collapse or expand a section, click the name of the section.

    collapse-expand-payment-details

  • If an association already exists, to view the associated record's details, hover over the associated record and click Preview. Or, click the More dropdown menu and select Edit association labels or Remove association.

edit-associated-record

  • You can also edit the associations if needed. To associate the payment with an existing contact, company, or deal record, next to the relevant record type section, click Add.

Please note: if you make changes to the existing associations, the old association will be replaced with the updated association. You can only associate one subscription, contact, deal, and company record with a payment record, but a contact, company, deal, or subscription record can have multiple associated payment records.

You can use payment data in other tools, such as workflows and lists.

  • Create a payments-based workflow to automatically send a welcome email to buyers as soon as a successful payment is made, or create paid invoices using QuickBooks workflow actions
  • Create a list of contacts who made payments using a credit card, or a list of contacts who bought a product or service using a specific payment link. 

Issue refunds or send receipts

You can issue a refund or resend a receipt to the buyer from the payments index page. The payment must have been successfully processed before you can issue the refund.

  • In your HubSpot account, navigate to Sales > Payments.
  • Click the payment amount. The payment record will open in the right panel.
  • To issue a refund, click the Actions dropdown menu and select Refund. Issuing a refund does not impact the active subscription and billing will continue as scheduled.

issue-a-refund-from-payment-record

    • In the dialog box, enter the refund amount, then click the Reason dropdown menu and select a reason for the refund.
    • Click Refund. HubSpot will deduct the original transaction amount from your future payouts or debit it from your bank account. Keep in mind that it can take 5-10 business days for the refund to appear on a customer's statement.
  • To resend a receipt to your customer, click the Actions dropdown menu and select Send receipt.
    • In the dialog box, the customer's email address will appear by default. To change or add another recipient, in the Email address field, enter another email address.
    • Click Send.
  • To retrieve a copy of an ACH transaction authorization, click the Actions dropdown menu and select Get copy of authorization. You will receive an email with ACH authorization details included in the email body.

ach-authorization-on-payment-record

  • To return to the payments index page, click Close.

You can use the filters on the index page to segment your payments into custom views. For example, you can create a view of refunded payments, payments made via ACH, or failed payments.

Customize receipts

You can customize the appearance of receipts in your account's branding settings:

Please note: any changes you make to the company name, logo, or colors in your account's branding settings will apply to every payment link, regardless of which user created the link. These changes will also apply to all tools that uses the default branding, including scheduling pages, sales documents, quotes, and chatflows.

  • In your HubSpot account, click the settings settings icon in the main navigation bar.
  • In the left sidebar menu, select Account defaults.
    • To update the company name that appears on the receipt, in the Company information field, enter your company name.
    • To update the logo and colors that appear on the checkout page, click the Branding tab, then learn how to upload a new logo or select a new primary color.
  • Click Save.

Learn more about reporting on your payments using single object reports and custom reports.

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