Payouts and refunds

Two pages, one job: understanding the money that moves after a sale. Payouts is what your payment provider sent to your bank and why. Refunds is everything you gave back.

Payouts

Go to Finance then Payouts.

Each payout your payment provider sends to your bank appears as its own card, newest first. On the front of the card you see:

• The amount, in the currency it was paid out in.
• A status badge: paid, in transit, pending, failed or canceled.
• The payout's reference and, when known, the date it arrives.
• The period it covers and how many transactions fall in that window.

Click a card to expand it.

Reconciling a deposit

Expanding a payout gives you the four numbers that explain it, all in your main currency:

• Gross charges taken in that window
• Tax collected
• Refunds, in red
• Processor fees, in amber

Underneath is a line saying what the window's activity nets to, next to the actual payout amount, and then the full list of transactions in the window with their type, source, amount and time.

This is the page you open when your bank statement and your sales figures disagree. The transaction list is the answer: the deposit is what was left after tax, refunds and fees came out of gross sales.

A Collapse button sits at the bottom of an expanded card. If you have never taken a payment, the page simply says payouts will appear as your provider transfers funds. You never have to create one.

Refunds

Go to Finance then Refunds for every refund you have issued, across orders, donations, tickets, bookings, invoices, payment links, memberships and film rentals.

The four numbers at the top

• Refund rate: refunds as a percentage of gross revenue. The single best health check on this page.
• Total refunded, shown against the gross it came out of.
• Refunds issued, split into how many your provider handled automatically and how many you recorded by hand.
• Attention: how many are pending or failed. This one you act on. Anything sitting here is a customer who has been promised money they may not have received.

Finding a refund

Five filters run across the page:

• Source: order, donation, event tickets, course booking, coaching booking, invoice, payment link, membership or film rental.
• Status: pending, succeeded, failed or canceled.
• Method: refunds your provider processed automatically, or manual ones you recorded yourself.
• From and To dates.

A Clear button appears once any filter is set.

What each row tells you

• Date it was started.
• Source, with its reference.
• Amount, and underneath it the tax reversed as part of the refund when there was any.
• Method, plus the reference you entered if it was a manual one.
• Status, with a note underneath if access was revoked as part of it.
• Reason and your internal note.
• A View button that takes you to the thing that was refunded.

Issuing a refund

You do not issue refunds from the refunds page. That page is the record. You refund from the thing being refunded: an order, a donation payment, an invoice, a booking, a ticket order, a membership payment. Look for Refund in the row menu or on the detail screen.

Wherever you start, the same dialog opens.

What the dialog shows you first

Three figures across the top: Captured, Already refunded and Refundable. The refundable figure is the ceiling. The amount field is prefilled with all of it, and you can lower it for a partial refund. Type more than the remaining balance and it tells you so and refuses to submit.

Underneath, if there have been earlier refunds against the same payment, they are listed with their dates, amounts and statuses.

Automatic or manual

The dialog tells you which one applies before you do anything.

• Automatic: TribeNest asks your payment provider to return the money to the customer's card. You do nothing else. If the provider is still processing it, the refund is created as pending and confirmed shortly after.
• Manual: your provider does not support refunds through TribeNest, so you refund the person yourself, in your provider's own dashboard or by bank transfer, and record it here. You must enter a Manual refund reference and tick the box confirming you have actually sent the money. Without both, the button stays disabled.

Reason and note

Pick a Reason: requested by customer, duplicate charge, fraudulent, goodwill or other. Add an optional Note, which is internal and stays on the record.

The extra choices

Depending on what you are refunding, extra checkboxes appear. They exist because giving money back and taking something away are two separate decisions, and TribeNest never assumes the second follows the first.

On a full refund you may be offered:

• Restock the items on a store order. Untick it for damaged or unreturned goods.
• Release the seats on an event ticket order, putting them back on sale.
• Free the session slot on a coaching booking, which cancels the session and returns the hour to your calendar. Untick it to refund the money and let the client keep the session.

And separately:

• Invalidate digital downloads on an order, blocking future download resends. Physical returns are still handled by you.
• Revoke course access, so the student loses the content.
• Void tickets, so they no longer admit entry.
• Also cancel the membership on a membership refund. Refunding one payment never ends a membership on its own, so if you want the plan to stop, this is the box that stops it.

If you forgot one of these at the time, reopen the dialog on a payment that has already been refunded. It offers you the same revocation again, with a button to do it now.

Warnings you might see

• Not refundable. The dialog says why and there is nothing to submit.
• Older than the usual refund window. Charges past roughly six months can be rejected by the provider. You can still try, but it may not go through.

Memberships

Refunding a member starts by picking which Subscription payment you mean, listed by date and amount, defaulting to the most recent. Refunding it does not cancel the membership, which is a separate tick box in the same dialog.

After the refund

• The refund appears on the Refunds page and in the transactions ledger as a Refund row.
• It comes off your revenue on the overview, so net profit reflects it.
• The refund chip on the original order, invoice or payment updates to Refunded or Partially refunded.
• Any tax you had collected on that sale is reversed with it.

Keeping an eye on things

• Watch the Attention tile. Pending and failed refunds are the ones that turn into support tickets.
• Check your refund rate by source. A rate that is fine overall can hide one product doing all the damage.
• Always write the note. Six months later, "goodwill" without a note is a mystery.
• Reconcile monthly, not annually. Expand the payouts covering last month and confirm they make sense while you still remember the sales.

Where to go next

• The full ledger behind every figure here → overview
• Refunding an invoice → invoices
• Refunding a donation → donations
• Refunding a store order → orders
• Where payouts are routed → payment setup