Manage payments

After you set up HubSpot payments (HubSpot's native payment processing option) or connect your Stripe account for payment processing, you can start collecting payments in HubSpot using invoices, payment links, and quotes directly within your unified customer platform. It's also possible to record manual payments on invoices without needing to connect a payment processor, whilst integrations, such as QuickBooks Online, will also record payments where applicable.

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, the following will occur: 

• You'll 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.

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.

Please note: notifications and receipts are only sent for payments collected via HubSpot Payments or Stripe payment processing, not other integration sources, such as QuickBooks Online.

• If the payment was against an invoice, the invoice will be attached as a PDF to the payment receipt.
• If the setting to create invoices is turned on in settings, an invoice will be created in your account for payments on payment links, quotes, or subscriptions that collect recurring payments, and the buyer will receive a copy of the receipt in their inbox, with the invoice attached as a PDF. 
• A payment record will be created and associated with the relevant contact, company, subscription, invoice, 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.
  • If your subscription includes marketing contacts, new contacts will automatically be set as marketing contacts. You can create a workflow to set existing contacts as marketing contacts upon payment.
  • If you don't want contacts making payments to be set as marketing contacts, learn how to set contacts as non-marketing, including creating a workflow to automate that process. 

Please note: the payments tool is intended for use in standard online payment transactions, and does not support the collection of sensitive payment information from your buyers orally or by phone. If you’ve submitted a payment on behalf of a buyer, it can result in the payment being associated with the wrong contact. This is because you’ve filled out a HubSpot form previously and are submitting the payment using a non-private Browse window, which results in HubSpot using your existing cookies to associate the payment. To fix incorrectly associated payments, navigate to the payment record and update the associated contact record.

• 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.
• When a buyer purchases recurring line items using a payment link or quote:
  • HubSpot will create one subscription record when recurring line items share the same payment frequency and term length. For example, if a buyer purchases two monthly subscriptions with a one-year term length, HubSpot will group both recurring line items in the same subscription record. The subscription will be associated with the contact and deal record.
  • HubSpot will create separate subscription records when recurring line items have different payment frequencies or term lengths. For example, if a buyer purchases one monthly and one annual subscription with a one-year term length, HubSpot will create two subscription records. The subscriptions will be associated with the contact and deal record.
  • 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.
  • An invoice will be created for each recurring payment, if the setting to create invoices is turned on in settings.

• As payment activities occur, such as a payment being submitted or refunded, the activities will automatically appear on the payment's associated contact, deal, and company records.

Receive payouts

Payouts are the funds deposited in your bank account from your collected payments each day, minus any fees, refunds, or chargebacks. If you're using HubSpot payment processing, you can view payouts in HubSpot. If you've connected Stripe as a payment processing option, payout information won't appear in your HubSpot account, and instead you'll need to download and manage payment reports in Stripe.

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 direct debit payments. 

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.

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

Download payment reports

Please note: if you've connected Stripe as a payment processor, the Payouts tab will not appear in your HubSpot account. Instead, you'll need to download and manage payment reports in Stripe.

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

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Payments.
3. On the Payouts tab, you can view your payout history, including individual payments and their status. To view more details about a payout, click the payout date, then view the details in the right sidebar.
4. To download a report of your account's payments or payouts, in the upper 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 buyer transactions, such as one-time and recurring payments, refunds, transactional fee, and disputes.
   • Payout details: view all of the buyer payments that are included in your daily payout total.
5. In the dialog box, click the File format dropdown menu and select a format, then click Export.

View and export payment records

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

Please note: if there aren't any payment records (e.g., no completed transactions), you will be redirected to the payments settings to complete your payments set up when navigating to the payments index page.

1. In your HubSpot account, navigate to Commerce > Payments.
2. Your payment records will appear in the table on the index page. In the Status column, view the payment status:
   • Processing: payment processing time will depend on the payment method used. Once the payment is processed, the status will either change to Succeeded or Failed. Learn more about processing times.
   • 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 bank debit, such as 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 bank debit, such as ACH, can take five to ten business days to process.
     
     
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3. 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.
4. Click Export in the upper right to export the payment records. 
   • Enter a name for your export.
   • Click the File format dropdown menu and select a format.
   • Click the Language of column headers dropdown menu and select a language.
   • Click Customize to customize which properties and associations should be included in the export.
   • Click Export.
   • The payment export includes Record ID, Gross amount, Payment date, Status, Customer, Payment method, Associated Subscription, Total Taxes, and Associated Subscription IDs.
5. In the Gross amount column, click the payment amount.
6. The payment record will open in the right panel. It'll include a summary of the payment amount, payment date, buyer, and payment method.
7. The record also includes different sections for the payment history, line items, subscriptions, and record associations. To collapse or expand a section, click the name of the section.
   
   

• • If you're using Stripe as your payment processing option, and sell in multiple currencies, the related fees will be displayed along with the net amount received in your settlement currency, when it differs from the payment currency. For example, if your connected bank account in Stripe is in U.S. Dollars, but you collect a payment in Euros, you'll see both the gross amount, fees, and net amount in Euros, but the fees and net amount will also display in U.S. Dollars. The fx rate is applied by Stripe.

7. 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.
   
   
   
8. 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.

Issue refunds or send receipts

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

1. In your HubSpot account, navigate to Commerce > Payments.
2. Click the payment amount. The payment record will open in the right panel.
3. To issue a refund, click Actions, then 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. 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 buyer's statement.

4. To send a receipt to your buyer, click Actions, then select Send receipt.
5. In the dialog box, the buyer's email address will appear by default. To change or add another recipient, in the Email address field, enter another email address.
6. Click Send.
7. To retrieve a copy of an bank debit transaction authorization, such as ACH direct debit, click the Actions dropdown menu and select Get copy of authorization. You'll receive an email with the authorization details included in the email body.
   
   
   
8. 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 a particular payment method (e.g., ACH direct debit, or failed payments.

Customize receipts

You can customize the appearance of receipts in your account's branding settings, including the company name, logo, and the colored bar at the top of the email.

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.

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. 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, click the Branding tab, then learn how to upload a new logo or select a new primary color.
3. Click Save.

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

Disputed payments

If any payments are disputed by buyers, you can track the disputes from open to close. Learn more about the dispute resolution process in our chargeback and bank return FAQ.

How disputes are notified and tracked

• You'll be notified via email when a dispute is opened, won, or lost. These can be turned off in your payments notification settings. 

• The dispute status will be displayed on the payment status.

• The payment timeline will be updated with the dispute status throughout the dispute process.
  
  
• Dispute properties can be used to get more information on a particular dispute. 

View a list of payments with disputed statuses

• Disputed (action required): the dispute has been opened and needs to be countered or accepted.
• Disputed (awaiting decision): the dispute has been countered and is awaiting the bank's decision.
• Disputed (won): the bank ruled in the merchant's favor.
• Disputed (lost): the bank ruled in the cardholder's favor.

To view payments with disputed statuses:

1. In your HubSpot account, navigate to Commerce > Payments.
2. Click the Disputes tab.
3. The disputed payments will be displayed.

The columns shown are:

4. • Gross amount.
   • Payment date.
   • Associated contact of the payment.
   • Payment method (e.g., card, ACH).
   • Status.
   • Dispute created date.
   • Dispute reason (e.g., fraudulent, product not received).
   • Dispute amount.
   • Dispute deadline.
   • Dispute closed date.

4. If you want to filter another view, in the upper left, click Status, and select one or more of the dispute statuses and save the view.
   
   

Dispute properties

Dispute properties can be be added as columns to the payments index page, and used in other HubSpot tools such as lists, reports, and workflows. The dispute properties are:

• Dispute create date: the date the dispute was created.
• Dispute amount: the amount that was disputed.
• Dispute deadline: the deadline of a dispute decision.
• Dispute reason: the reason for the dispute.

Use payments in other HubSpot tools

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

1. 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. For example:
   • Use the Source or Source ID property to trigger a workflow when a payment is made using any payment link or a specific one.
     
     
   • Use the Status property to trigger a workflow when a payment has failed.
     
     
2. 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.