Bookwell integrates with Stripe for secure payment processing. This guide covers managing payments, refunds, and financial settings.
Payment Settings
Connecting Stripe
Before accepting payments:
Go to Settings
Navigate to Settings > Payments.
Connect Stripe
Click Connect with Stripe and follow the Stripe onboarding flow.
Verify Connection
Once connected, you'll see your Stripe account status.
Test Mode
New accounts start in test mode. Complete Stripe verification to accept real payments.
Payment Options
Configure how you accept payments:
| Option | Description |
|---|---|
| Pay Now | Require full payment at booking |
| Deposit | Require partial payment upfront |
| Pay Later | Allow payment at appointment time |
| Prepaid Only | Only allow confirmed payments |
Deposit Settings
If using deposits:
- Deposit Amount - Fixed amount or percentage
- When to Collect - At booking or before appointment
- Refund Policy - How deposits are handled for cancellations
Processing Payments
At Booking
When customers book online:
- Customer selects service and time
- Enters payment information
- Payment is authorized
- Booking is confirmed
- Receipt sent via email
Manual Payment
For in-person or phone bookings:
Create Appointment
Book the appointment without payment.
Add Payment
From the appointment, click Add Payment.
Enter Details
Choose method:
- Process card (enter card details or use saved)
- Cash
- Check
- External payment
- Gift card
Confirm
Process and record the payment.
Send Payment Link
Request payment via email:
- Open the appointment
- Click Send Payment Link
- Customer receives secure link
- They enter payment details
- You're notified when paid
Viewing Payments
Payment List
View all payments at Payments from the main menu:
- Filter by date, status, customer
- See amount, method, and status
- Click for full details
Payment Details
Each payment shows:
- Transaction ID
- Amount and currency
- Payment method
- Customer information
- Associated appointment
- Processing fees
- Net amount
Refunds
Issuing a Refund
Find the Payment
Navigate to the payment or appointment.
Click Refund
Click Refund or Issue Refund.
Choose Amount
Select:
- Full refund
- Partial refund (enter amount)
Select Reason
Choose a reason for tracking:
- Customer request
- Service not provided
- Quality issue
- Policy exception
Process
Confirm and process the refund.
Refunds typically take 5-10 business days to appear on the customer's statement.
Refund Policies
Configure automatic refund handling:
| Scenario | Configurable Action |
|---|---|
| Customer cancels early | Auto-refund full amount |
| Customer cancels late | Apply cancellation fee |
| Business cancels | Auto-refund full amount |
| No-show | No refund (or configurable) |
Gift Card Payments
When customers pay with gift cards:
- Select Gift Card as payment method
- Enter or scan the gift card code
- System validates balance
- Applies available amount
- Collect remaining balance via other method
See Gift Cards for managing gift cards.
Invoicing
Creating Invoices
For customers who need invoices:
- Go to Payments > Invoices
- Click Create Invoice
- Add line items
- Set due date
- Send to customer
Invoice Settings
Configure invoices in Settings > Invoices:
- Invoice number format
- Payment terms
- Your business details
- Custom notes
- Tax information
Taxes
Tax Configuration
Set up tax rates:
- Go to Settings > Taxes
- Add tax rates:
- Tax name (e.g., "Sales Tax")
- Rate percentage
- Which services it applies to
- Enable automatic calculation
Tax Reports
Generate tax reports:
- Go to Reports > Tax
- Select date range
- View or export tax collected
Financial Reports
Revenue Reports
Track your income:
- Daily/Weekly/Monthly Revenue - Trends over time
- Revenue by Service - Which services earn most
- Revenue by Therapist - Performance tracking
- Revenue by Payment Method - How customers pay
Payout Reports
Track Stripe payouts:
- When money transfers to your bank
- Fees deducted
- Net amounts received
Export for Accounting
Export financial data:
- Transaction list (CSV)
- Payment summary
- Tax reports
- Customer statements
Security
PCI Compliance
Bookwell is PCI compliant:
- Card data never touches our servers
- All processing through Stripe
- Encrypted connections
- Regular security audits
Fraud Prevention
Built-in fraud protection:
- Address verification (AVS)
- Card verification code (CVC)
- Stripe Radar for suspicious activity
- Declined payment handling
Troubleshooting
Payment Failed
Common reasons:
- Insufficient funds - Customer needs different card
- Card declined - Bank declined the transaction
- Invalid details - Card number or expiration incorrect
- Fraud prevention - Triggered security rules
Refund Issues
If refund doesn't process:
- Verify original payment status
- Check refund amount doesn't exceed original
- Ensure Stripe account is in good standing
- Contact Stripe support for blocked refunds
Payout Delays
Payouts may be delayed if:
- New Stripe account (initial verification)
- Large volume increase
- Stripe account issues
- Bank account verification needed
Best Practices
Security
- Never store card details outside Stripe
- Use strong admin passwords
- Enable two-factor authentication
- Review transactions regularly
Customer Experience
- Clearly display prices
- Send receipts promptly
- Make refund process easy
- Offer multiple payment options
Record Keeping
- Export data regularly
- Reconcile with bank statements
- Keep refund records
- Document policy exceptions