How to verify why a payment is not going through.
- Pull up the account in Stripe using the client’s email, customer ID or any
invoice number.
- Go to the Payments section.
- Tap on the invoice in question and you will know why the payment did not
push.
- You may also scroll down to logs to see payment errors.
Voiding Open Invoices.
- Pull up the account in Stripe using the client’s email, customer ID or any
invoice number.
- Go To the Invoices Section.
- Tap on the invoice and you will see an option Retry Charge option.
- Select “Void”, leave a note and submit.
How to remove a card on file.
- Pull up the account in Stripe using the client’s email, customer ID, or any
invoice number.
- Go to the Payment Methods section.
- Across the card in question, click on the three dots.
- Select delete.
How to switch Default Card.
- Pull up the account in Stripe using the client’s email, customer ID, or any
invoice number.
- Go to the Payment Methods section.
- Across the card in question, click on the three dots.
- Click on Set As Default.
How to check if a payment is in dispute.
- Pull up the account in Stripe using the client’s email, customer ID, or any
invoice number.
- Go to the Payment Methods section and tap on the invoice.
How to change the billing email.
- Pull up the account in Stripe using the client’s email, customer ID, or any
invoice number.
- Tap on the pencil icon on Details on the right-hand side.
- Uncheck “Same As Account Email” if the account email is different.
- Scroll down and key in the email.
- Bottom right, click on Update Customer.
How to process partial refunds.
- Pull up the account in Stripe using the client’s email, customer ID or any
invoice number.
- Go to the Payments section.
- Tap on the three dots.
- Click on Refund.
- Key in the amount of refund.
- Select a reason.
- Leave a reason.
- Click on Refund.
How to turn off auto-renewal in Stripe if auto-renewal in Mantis cannot be
turned off due to a glitch.
- Pull up the account in Stripe using the client’s email, customer ID or any
invoice number.
- Go to Subscriptions.
- Tap on the Subscription in question.
- Tap on Actions and click the dropdown.
- Click on End Of The Current Period.
- Click on Cancel Subscription.
How to verify how much was refunded if a rep encountered an error in
Mantis yet the refund pushed.
- Pull up the account in Stripe using the client’s email, customer ID or any
invoice number.
- Go to the Payments section.
- Tap on the invoice in question and you will know how much was refunded.
How to process the refund for an invoice with an upgrade fee which you
cannot process in Mantis.
- Pull up the account in Stripe using the client’s email, customer ID, or any
invoice number.
- Go to the Payments section.
- Tap on the three dots across the invoice in question.
- Click on Refund.
- Key in the amount of refund.
- Select a reason.
- Leave a reason.
- Click on Refund.
How to process the refund for Duplicate Charges?
- Pull up the account in Stripe using the client’s email, customer ID, or any
invoice number.
- Go to the Payments section.
- Tap on the three dots.
- Click on Refund.
- Select a reason.
- Leave a reason.
- Click on Refund.
How to create an invoice for special cases. For example, the client wants
to use 40 spydollars and $80 using a credit card. SPLIT PAYMENT
NOTE: The first response should always be a No We Cannot Do This unless it is a
BBB, Legal, Management case or the client threatens to leave us. This action is
really seldom to never used.
- Pull up the account in Stripe using the client’s email, customer ID, or any
invoice number.
- Tap on the three dots on the top right-hand side.
- Select Create Subscription.
- Select Add Product (Insiders Club, Monthly Plan, Annual Plan)
- Tap on the Pencil Icon to edit the amount of payment.
- Tap on Create Subscription.
How to process the refund for Duplicate Charges if the duplicate charge is
on a duplicate account?
- Pull up the account in Stripe using the client’s email and it shall show all
accounts linked to it.
- Tap on the Duplicate account.
- Go to the Payments section.
- Tap on the three dots.
- Click on Refund.
- Select a reason.
- Leave a reason.
- Click on Refund.
- Delete all cards on file.
How to check if the charge is not showing in the client’s account.
- Ask for all possible emails the client may have used.
- Use the phone number to pull up all other accounts.
- Ask if the client shared their card with anyone.
- Ask if there is any other hunter in the household.
- Pull up the account in Stripe using the client’s email, customer ID, or any
invoice number.
- Ask for the last 4 digits of the card, the expiration date, type of card (Visa
or MasterCard), date of charge, and amount of charge:
- In the search field, type last4: followed by the last 4 digits of the card in
question. For example, last4:1234.
- All charges made under the same last 4 digits will display.
- Tap on the filter and select date.
- Select “is-between” and give it a 2-day window. For example, if the charge
was made on the 10th, select the 8th on the first window and the 12th on
the other, then hit done.
- Tap on the charge that matches the type of card, date of charge, and
amount of charge.
- Check if the expiration date matches the information you have to confirm
the charge.
- Verify if the last name of the account owner matches the owner of the
account where you found the charge, as the one who made the charge
could be a family member.
- Verify if the address of the account owner matches the address of the
owner of the account where you found the charge, as the one who made
the charge could be a family member.
- If the client insists, they did not share their card details, refer the client to
the bank.
- If the client insists, process the refund but set proper expectations.
How to refund charges for HD photos if the plan did not reflect?
- Pull up the account in Stripe using the client’s email, customer ID, or any
invoice number.
- Go to the Payments section.
- Tap on the three dots.
- Click on Refund.
- Select a reason.
- Leave a reason.
- Click on Refund.
For example, the client paid $10 for 100 HD photos.
But the 100 HD photos did not reflect.
If you cancel the charges from Mantis, you will get this error, hence, the refund must
be done in Stripe.
