Payments

Payments is a read-only money in view, every receipt across your centre in one place: bookings, the shop and accommodation. It's where you review what's come in, not where you key most payments.

When you'd use this

Seeing everything that's come in over a day or a date range, and by what method.
Reconciling your takings: the total at the top matches the Cash in figure on the Finance Overview for the same dates.

Where the money comes from

This page pulls together money received from every part of the centre, each row tagged with a Source badge:

Booking · payments against a booking. Online card payments from your booking page land here automatically the moment the customer pays (shown as a Stripe badge); you take an in-person one with Take payment on the booking (bookings.md), or straight from this page with Take payment: pick the booking from the list of bookings that still owe (search by customer, booking reference or order reference), and the same payment window opens, for that booking, paid by the person who booked it. You can take part of what is owed, never more. If the customer is paying for that booking online at that moment, Take payment (cash, card reader or Tap to Pay) says so and asks you to try again shortly, so the booking is never paid twice.
Shop · POS counter sales (cash, card, etc.), plus a payment when someone settles a shop account / tab (shop tabs).
Accommodation · payments recorded against a room stay (bookable accommodation).
Refunds from any source show as red negative amounts with a Refund tag and net against the total. A refund you make in Stripe's or PayPal's own dashboard on a payment for one booking is recorded automatically against the payment it gave back, so that payment shows what is left to refund. On one card payment shared by several bookings you record it yourself: see One card payment for several bookings below.

If a payment method has its own Card surcharge (%) (set on the method in Settings → Tax & payments), picking it in the payment window adds it on top: the window shows a Card fee line and the total the customer pays. Methods without a surcharge add nothing, and a card refund returns the surcharge that was actually charged.

On-account / shop tabs: when something is put on a tab it is not money in yet, so it does not show here. It appears only once the tab is settled: you see the settlement, not the original sale. This keeps your takings honest. To see who owes what, use shop tabs.

Reviewing money in

Open Finance → Payments.
Filter by search, Source (Bookings, Shop, Accommodation, Rental, Servicing), method (Stripe, Cash, Card, Bank Transfer, Wise, PayPal, a local payment app, Other) and a From / To date range.
The list shows 50 entries a page, newest first; use Previous and Next at the bottom. Press Export CSV to download every matching entry, on every page (your filters and date range are applied) for spreadsheets or your accountant. The file's columns are Date, Source, Customer, Detail, Method, Reference, Order, Stripe payment ID, Amount and Currency. (Order and Stripe payment ID were added in October 2026, so Amount and Currency now sit two columns further right: update any spreadsheet that reads them by position.)
A card or PayPal payment taken online (a booking, or a shop tab paid by link) has a Refund button on its row: it sends money back the way it came, through the same refund window as on the booking. On the booking itself the button sits on the payment's row and reads Refund to card (Refund through Stripe for a Stripe payment not made by card) or Refund through PayPal, with what was already refunded beside it, or Refunded in full once nothing is left. Record refund at the top of a booking's payments is only for money taken at the desk (cash, bank transfer, a card machine not linked to DiveOps) and shows only while some of that money is left. If you gave back online money another way, for example in cash, choose Record a refund paid another way in that payment's ⋯ menu. A shop tab refund is owed on the tab again.
The count and total at the top cover every matching entry, on every page, in your centre's currency (entries in another currency are listed but left out of the total). The total is what customers paid for the things they bought: the Cash in figure on the Finance Overview also counts card surcharges and payments later voided, so it can be a little higher.

One card payment for several bookings

A customer can pay for several bookings with one card payment: a pay for everything link you sent, or, when your booking page takes several products in one checkout, a website order of several activities. Each booking still gets its own payment row, so each one shows what was paid for it.

The Order column shows the website order a booking belongs to, and Stripe ID shows the Stripe payment it came from (the same in Stripe's own dashboard). Rows that share a Stripe ID are one card payment split across bookings.
Refund on one of those bookings refunds that booking only, from its own share of the payment. Any booking fee the customer paid stays with the payment: it is only refunded when the whole payment is.
A refund made in Stripe's own dashboard on such a payment can't say which booking it was for, so DiveOps doesn't record it by itself. For a website order it puts an item on your bell ("Refund made in Stripe"). Record it on each booking it was for (see below). Until you do, the Stripe payout shows the gap.
While a refund made in Stripe on the payment isn't fully recorded, Refund on its bookings is refused ("record it first"), so the same money can't go back twice. If Stripe can't be reached, Refund asks you to try again in a minute.
A card reader bill or a pay for everything link can also pay a shop tab or a till sale with the same card payment. While a refund made in Stripe on that payment isn't fully recorded, Refund to their card on the tab payment or the till sale is refused in the same way ("record it first"). A payment that paid only a tab, or only a till sale, works as before.
If a customer manages to pay the same website order twice, DiveOps records the first payment only and puts "Charged twice" on your bell: refund the second payment in Stripe.

Recording a refund made in Stripe

Open a booking the refund was for and find the card payment in its Payments list.
Press ⋯ on the payment and choose Record a Stripe refund.
Choose the refund. Each one shows how much was refunded in Stripe and how much is still left to record.
If the same card payment also paid a shop tab or a till sale, choose what this part was for: This booking, the Shop tab, or the Till sale.
Enter how much of that refund was for it, add a note if you like, and press Record.
- This booking: up to what is left of the refund and of this booking's payment.
- Shop tab: the amount goes back on the customer's tab as owed. A tab takes one part of each refund, so record the tab's whole part at once.
- Till sale: the whole till sale is recorded as refunded to the card, the same as a card refund at the till. Recording it needs Counter (POS) edit access.
Repeat on each other booking (or the tab or till sale) the refund was for, until nothing is left to record.

No money moves: this only records what Stripe already sent back, the same way a refund made from DiveOps is recorded (books, receipts and credit notes included). DiveOps never lets one refund be recorded for more than Stripe refunded (its booking, tab and till parts added together), or a booking be refunded for more than it was paid. Every night DiveOps also checks for refunds made in Stripe that aren't fully recorded and tells us, so a gap doesn't sit unseen. You need Payments (edit) to record one.

One PayPal payment for several bookings

When your booking page takes PayPal and a customer pays a website order of several activities with PayPal, it works the same way as a card payment for several bookings:

Each booking gets its own payment row. Refund through PayPal on one of them refunds that booking only, from its own share.
A refund made on PayPal's own site on that payment can't say which booking it was for, so DiveOps doesn't record it by itself. It puts an item on your bell ("Refund made in PayPal"). Record it on each booking it was for (see below).
While a refund made in PayPal on the payment isn't fully recorded, Refund through PayPal on its bookings is refused ("record it first"), so the same money can't go back twice. If PayPal can't be reached, it asks you to try again in a minute.

Recording a refund made in PayPal

Open a booking the refund was for and find the PayPal payment in its Payments list.
Press ⋯ on the payment and choose Record a PayPal refund.
Choose the refund. Each one shows how much was refunded in PayPal and how much is still left to record.
Enter how much of that refund was for this booking (up to what is left of the refund and of this booking's payment), add a note if you like, and press Record.
Repeat on each other booking the refund was for, until nothing is left to record.

No money moves: this only records what PayPal already sent back, with the same books, receipts and credit notes as a refund made from DiveOps. DiveOps never lets one refund be recorded for more than PayPal refunded, and every night it checks for refunds made in PayPal that aren't fully recorded and tells us. You need Payments (edit) to record one. A refund made in PayPal on a payment for one booking is still recorded automatically.

Refund a whole order

On a booking made together with others on your booking site, the Part of order card has a Refund order button. It shows while the order still holds money (bookings you cancelled count) and you have Payments (edit). It opens one window for every payment in the order.

Card and PayPal money goes back the way it was paid. Each payment is listed under its booking with Up to what is left on it and an amount box. Change the amount to refund part of it. A payment with nothing left reads Refunded in full.
Cash and bank money is only recorded. It sits in its own group, Paid at the desk, and is never ticked for you: tick it once you have handed the money back, and choose how in Paid back by (cash, bank transfer, Wise or other). Money taken on a card machine not linked to DiveOps is recorded on its own booking page instead.
What is ticked for you. If any booking in the order is cancelled or a no-show, only their card and PayPal money is ticked. If none is, all of it is. A ticked booking that is still booked says what it will owe again.
Give one Reason (it goes on every refund), check the red box with the total being sent back, and type that amount to confirm. Then press the red button: it reads Refund with the amount and now (or Record with the amount and handed back when only desk money is ticked). Nothing moves until you do.
At most 10 card and PayPal payments go in one press. If there are more, do these first, then the rest.
Payments are sent one after another, then the desk money is recorded. If one fails, the others still go. If Stripe or PayPal refuses a whole payment (for example a refund made in their own dashboard that isn't recorded yet), its other bookings are left for later: record that refund first (see above).
The window then lists each payment: refunded, did not go and why, or not tried. Try the rest again reads the order again and ticks only the payments that did not go, at the amounts you chose (never more than is left). Pressing again never sends the same refund twice.
If the window loses the answer (a dropped connection), some refunds may have gone through: open the order again and check its payments before trying again.
Bookings keep their status: Refund order doesn't cancel anything. To cancel and refund, use Cancel whole order first, then Refund order.
Each refund has its own Refund receipt on its booking, and the Order receipt lists every refund. No email is sent to the customer by itself. A booking fee the customer paid comes back only when a whole card payment is refunded.

If a card refund fails

Now and then a refund to a card fails a few days after you made it: the card has expired or been cancelled, it was reported lost or stolen, or the customer's bank declined it. The money goes back into your Stripe balance and the customer has not been refunded.

DiveOps tells you on the bell: "A card refund failed", with the amount, the customer, why it failed and a link to the booking, customer or Shop sale. When you see it:

Refund the customer another way (cash or a bank transfer).
Tell your accountant, so the books match: DiveOps still shows the original card refund.

Fixing a wrong payment method

Took the money by card but keyed it as cash, or picked Credit Card when it went through another card method? Press Edit on the payment row, here on Payments, or on the payment inside the booking. Pick what the customer actually paid by (your own payment methods are listed), give a short reason, and save.

Your books are corrected for you: the amount, the date and the receipt stay exactly as they were. Only the method, and where the money is recorded (your cash till or your bank), change. If the payment carried a card surcharge and the real method doesn't charge one, the surcharge comes off too.

Remove a surcharge that shouldn't have been added. If a payment carries a card surcharge but its method no longer charges one (you've since set it to no surcharge), Edit offers the same method marked (remove card surcharge). Save, and the surcharge is taken out of your books. A surcharge is never added this way: money that wasn't taken can't be booked.

Every correction is logged with your name and your reason.

Some payments can't be corrected, and the screen tells you which and why:

Paid online (through your booking page): the payment provider is the record of how it was paid, so it can't be re-typed.
Already refunded, or the row is itself a refund: refund the rest and record a fresh payment instead.
A tax invoice has been issued: that's a numbered legal document showing the old method, so the same applies.
Shop sales put on a tab: "on account" isn't a payment method; the method is set when the tab is settled.

Voiding a payment entered by mistake

Keyed a payment that shouldn't be there at all, the wrong amount, a duplicate, or against the wrong booking, and no money actually changed hands? Don't add a refund to cancel it: a refund is real money going out, so it makes your income and your expenses look bigger than they really were, even though they cancel out. Use Void instead.

Open the booking, find the payment in its Payments list, and press Void. Give a short reason and confirm. The payment is removed from the booking's total cleanly: it no longer counts as money in, and nothing shows as refunded. The record isn't deleted: it stays on the booking, greyed out and marked Voided with your reason, so there's always a trail of what happened. It can't be undone: if you void one by mistake, just record the payment again.

Void is only for a mistake where no money moved. The screen will stop you and say why if it doesn't apply:

Paid online (through your booking page), or money was actually refunded to the customer: use Refund, because real money moved.
Already refunded: you can't tell a correction apart from a genuine refund once one exists, so sort the refund out first.
A tax invoice has been issued: that's a numbered legal document, so it needs a credit note rather than a void.

To change an amount or a date on a payment where the money was taken, void it and record it again with the right details.

A shop tab payment taken by mistake has a Void button right here in the list (and on the customer's Shop tab card): see voiding a tab payment.

Receipts and tax invoices

Every payment has a receipt. Each row (a booking, a shop sale, a tab payment, a room stay, a rental, a collected service job) has a Receipt button that opens a printable receipt in a new tab: what was paid, how, when and by whom. The same buttons sit wherever that payment is listed: a booking's payments, a stay's payments, a rental's Payments list (deposits too), a service job, the sale window on the till, and the customer's profile. On a phone they fold into one Documents button.

Email to customer. Next to the documents on every payment is Email to customer. It opens a small box: tick which documents to send (the receipt is ticked; tick the tax invoice too if they want it), check the address (the customer's email on file is filled in; change it to send somewhere else, for example their company's accounts) and press Send. The documents go as PDF attachments in one email from your centre, the same files you print, and replies come back to your centre's email. Invoices, credit notes and a customer's Statement have Email to customer too. The payment's own actions (Edit payment method, Void payment) are in the ⋯ menu at the end of the row; on a booking, a card or PayPal payment has its Refund to card or Refund through PayPal button on the row itself.

A receipt is proof of payment, not a tax invoice. When the payment carries VAT, the receipt says how much of the total it was.
One payment for several bookings of one website order sends the customer one receipt listing each booking it paid (see Emails). Each booking's payment row still has its own Receipt and Tax invoice buttons. For a receipt of the whole order (every booking, payment and refund so far), use Order receipt on the booking's Part of order card.
Money going back has its document too. A refund of a booking, a shop sale, a room stay or a rental has a Refund receipt (what went back, how, when and why). A voided payment has none: it was a mistake, not money.
VAT-registered centres: Credit notes. Once credit notes are switched on for your centre, a refund of a sale the customer was given a Tax invoice for gets a numbered Credit note (CN-2026-0001) the moment it is recorded, naming the tax invoice it corrects, with the original and corrected values, the VAT credited and the reason you gave. A refund of a sale that never had a tax invoice keeps its Refund receipt: a credit note only ever corrects a tax invoice, and DiveOps never creates one for you. In Germany it is titled Rechnungskorrektur. They are listed on Finance → Invoices under Credit notes. Credit notes are off until your accountant has checked the wording: ask DiveOps to switch them on. Until then, refunds get the Refund receipt.
You need See pricing & revenue to open a receipt, Payments (edit) to issue a tax invoice, and access to the Payments page to open a credit note. Without it, a refund still shows its Refund receipt.
If a document can't be made, the new tab explains why (for example, a service job that hasn't been collected yet).

Once your centre is VAT-registered, booking, shop, room stay, rental and servicing rows also have a Tax invoice button. It opens a printable TAX INVOICE PDF: your centre's address ("Payable to"), an invoice number, the customer's name, your Tax ID, the date and payment type, plus a line-item table and a VAT breakdown (VAT-inclusive: the VAT shown is the amount contained in the total).

The invoice number is issued the first time you print (e.g. TX-2026-0001) and never changes: printing again gives the identical document.
The Tax invoice button only appears once your Tax ID, Tax Name and Tax Rate are set in Settings → Centre Info → Finance. Refunds don't get tax invoices. A tab payment or a rental deposit never gets one: it has no VAT of its own.
Print carefully: a mistaken print still uses up a number in the sequence.
Every tax invoice you've issued is listed in the Tax invoices tab on Finance → Invoices: search, filter by date, reprint, and Export CSV for your accountant.

Tips

Whenever you void, refund or correct a payment, a row of quick reason buttons sits above the reason box: tap one (e.g. Duplicate entry, Overcharged) to fill it in a single press, then edit or add detail if you like, or tap Other to type your own. A reason is always required, including on refunds, so there's a clear record of why.
Stripe means a card the customer paid online through your booking page. Card means a card you took in person at reception. Filter by Stripe to reconcile against your Stripe payouts.
Invoices are billing records only. Revenue is recognised through Payments. See finance-invoices.md.
To email a receipt automatically every time you record a payment, turn on Email receipts automatically in Settings → Booking Page → Payments (it only sends when the customer has an email on file). You can always send one by hand from a booking's payment too.

bookings.md, finance-pos.md, finance-reports.md