How to
Handle a rental payment, failed charge, or missing card
One rental period is settled once, without silently skipping a balance or charging the customer twice.
- 1
Open the rental and read the card-on-file status, outstanding periods, and latest charge attempt before collecting anything.
Shop · rentals → open the contract
No card means the nightly runner skips automatic billing. Send or resend the card link from the contract; resending invalidates the earlier link but does not charge the customer.
- 2
When the customer paid outside the card on file, choose Record a payment, select the exact due period and method, and attach the paid payment-link record or another reference when available.
Shop · the rental → billing history → record a payment
Recording any positive amount settles the entire selected period. A short amount is not collected automatically later; correct the amount before saving unless you intentionally accept the shortfall.
- 3
For a failed charge, update the customer's card through a fresh card link and leave the failed period available for the normal retry path.
Shop
A manual payment settles only the selected period. It leaves the card, schedule, and open payment links in place, and automatic billing resumes with the next unsettled period.
- 4
If an attempt is still PENDING, wait until the manual-release control becomes available, then have a Shop admin search Stripe for the exact intent, rental number, amount, and due date.
Shop · the rental → charge attempts
Do not take a second payment while a provider result is unknown. After at least one hour, release the period for retry only after Stripe confirms no charge exists and record what was checked.
Worth knowing
- The billing history is the source of truth for which due dates are settled. A payment link existing or a card being present is not itself evidence of payment.