Manage payments

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, a subscription record will be created and will be associated to the contact and deal record.

Manage payments

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 icon settings 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 Payments or Payout.
  • In the dialog box, click the File format dropdown menu and select a format, then click Export.
• To access more information about the payment, issue a refund, or resend the receipt, hover over the payment and click View details. 

• • 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.

• • • In the dialog box, enter the refund amount, then click the Reason dropdown menu and select a reason for the refund.
    • Click Refund. 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 then click Send.
• To return to theTransaction history tab, click Close.

View subscriptions on a record

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 will be associated to the contact and deal record.

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.
  • 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.

• In the right panel, you can access the subscription's details and edit the subscription name or associated contact.
• To cancel a subscription, you can either wait until the end of the billing term to cancel the subscription, or cancel the subscription immediately and issue a refund. ​​Keep in mind that the subscription will be cancelled immediately, so if you do not have refund policy, it is recommended to cancel closer to the billing date. If you do have a refund policy in place, you can cancel at any time and then process the refund. To start the cancellation process:
  
  • In the top right of the panel, click Cancel subscription.

• • In the dialog box, select the I understand the customer won't be charged again checkbox.
  • Click Cancel subscription.
• Click Save after making any changes.

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.