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Payments

Manage payments

Last updated: January 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 and start collecting payments, you can manage your existing payments in HubSpot. You can issue a refund, resend a receipt, or download a report of your payments and payouts.

If you created a payment link to collect recurring payments or added recurring line items to your quote, when a contact makes a purchase using the link or quote, a subscription record will be created and will be associated to the contact and deal record.

View and download payments and payouts

You can access a list of recent payments and download a report of your payments and payouts. This includes payments made using a payment link or a quote. For card payments, the payments dashboard will show the status immediately after the payment is completed. ACH payments will initially appear as pending, and it can take up to five business days for the status to be updated in case the payment fails.

  • In your HubSpot account, click the settings settings icon in the main navigation bar.
  • In the left sidebar menu, navigate to Payments.
  • On theTransaction history tab, you can access a list of recent payment activity in your account. 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: access all customer transactions, such as one-time and recurring payments, refunds, transactional fee, and disputes.
    • Payout report: access all 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.

Issue refunds or send receipts

On the Transaction history tab, you can issue a refund or resend a receipt to the buyer.

  • In your HubSpot account, click the settings settings icon in the main navigation bar.
  • In the left sidebar menu, navigate to Payments.
  • Hover over the payment and click View details. view-payment-details-1
  • To issue a refund, in the Payment details panel, click the Actions dropdown menu and select Refund. Issuing a refund does not impact the active subscription and billing will continue as scheduled.

issue-refund-1

    • 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 resend an ACH transaction authorization, click the Actions dropdown menu and select Send ACH authorization. This will send an email with ACH authorization details included in the email body.
  • To return to theTransaction history tab, click Close.

Manage subscriptions

If you created a payment link to collect recurring payments, or added recurring line items to your quote, a subscription record will be created and associated to the contact and deal record when a customer makes a purchase using the link or quote.

Please note: the subscriptions created for a recurring payments are different from the email subscription types that represent the lawful basis to communicate with your contacts. Learn more about managing email subscription types.

  • In your HubSpot account, navigate to Contacts > Contacts.
  • Click the name of the record associated with the subscription.
  • In the right sidebar, in the Subscriptions card, you can access the subscription created for the customer. A subscription will be in one of the following states:
    • Active: all scheduled payments have been processed successfully.
    • Past due: the scheduled payment for the current billing cycle failed. Learn how to send an email to the buyer to update their payment method.
    • Unpaid: all payment retries on the subscription failed.
    • Canceled: the subscription has been canceled before term. Customers will not be charged for canceled subscriptions.
    • Expired: the customer has been charged as per the initial billing term and no further charges are expected. Customers will not be charged for expired subscriptions.
  • Hover over the subscription and click Preview.

subscription-on-record-1

  • In the right panel, you can access the subscription's details and edit the subscription name or associated contact.
  • If a buyer reaches out and needs to update their payment method, you can send them an email with a link to update their payment method. In the top right of the panel, click the Actions dropdown menu then select Update payment method.

cancel-subscription-on-record

Keep in mind that subscriptions cannot be created manually from a record and must be created via a payment link or quote with recurring line items.

Please note: if you need to pause or update a subscription, you must cancel the subscription first, then create a new payment link or quote for the updated or resumed subscription.

Cancel subscriptions

When you cancel a subscription, keep in mind that it will be cancelled immediately. Therefore, you can either wait until the end of the billing term, or cancel the subscription and issue a refund for the unused service days.

Please note: if you don't have refund policy, it is recommended to cancel closer to the billing date.

  • In your HubSpot account, navigate to Contacts > Contacts.
  • Click the name of the record associated with the subscription.
  • In the right sidebar, in the Subscriptions card, hover over the subscription and click Preview.
  • In the top right of the panel, click the Actions dropdown menu then select Cancel subscription.
  • In the dialog box, select the I understand the customer won't be charged again checkbox.
  • Click Cancel subscription.

The customer will receive a subscription cancellation email.

subscription-cancellation-email
If you canceled the subscription before the end of the billing term, learn how to issue a refund from your payments dashboard. You can also create a subscription-based workflow to send a notification to your team when a customer's next payment is due to remind them to cancel the subscription.