The Payments report contains data on individual payments in the platform, including donations.


In this article, you will learn how to:



Find a payment


To find a payment:


  1. Select Accounts > Payments in the Charity Checkout menu.

  2. Find the payment in the list.

  3. If you want to view more details about the payment, click the Pencil icon on the same row.




Refund a payment or donation


To refund a payment or donation:


  1. Select Accounts > Payments in the Charity Checkout menu.

  2. Find the payment you wish to refund in the list.

  3. Click the Pencil icon on the same row to open the Further Details pop up window.

  4. Click Refund in the pop up window.


Note: Refunds are only possible on payments where the payout process has not already happened or begun. In these cases, the Refund button won’t appear and you will need to find an alternative way to refund the payment, such as by bank transfer.




Download a Payments report


To download a Payments report:


  1. Select Accounts > Payments in the Charity Checkout menu.

  2. If you want to filter the payments that appear in the report, use the filters at the top to filter the list by payment type, status, and Gift Aid, and then click Search.

  3. Click Export.




Add custom codes to a Payments report


Custom codes are codes that you can add to reports to aid you in integrating our reports with your databases.


Note: You can add a maximum of four custom codes to each report.


To add a custom code to a Payments report:


  1. Select Accounts > Payments in the Charity Checkout menu.

  2. If you want to filter the payments that you wish to add the code to, use the filters at the top to filter the list by payment type, status, and Gift Aid, and then click Search.

  3. To select all of the payments in the list, click the tickbox in the top row. To select individual payments, click the tickbox on the corresponding rows.

  4. Click Edit custom codes.

  5. Select the custom code row you wish to add to from the dropdown.

  6. Enter the custom code in the field.

  7. Click Update.



Understand the payment statuses


Payments in the platform can have the following statuses:


  • Cancelled: the payment has been cancelled before processing by the donor (usually shown only for Direct Debits).

  • Chargedback: the payment has been reversed by request of the donor after it has been paid out to your organisation and the funds have been returned to their account.

  • Collected: the payment has been processed successfully and the funds are waiting to be paid out to your organisation in the next scheduled monthly payout.

  • Failed: the payment was not collected successfully (usually shown only for Direct Debits).

  • Paid: the funds have been paid out to you.

  • Pending: the payment has not been collected yet (usually shown only for Direct Debits). This can take up to 3-5 days for the status to change.

  • Refunded: the payment has been refunded to the donor before it has been paid out to your organisation.


Note: if your platform is using Stripe, all successful payments will show as 'Paid' by default. This may include payments which are successful but yet to be paid out by Stripe.