Open the payment from the player's Purchases tab or from Insights → Transactions. The side panel shows the payment status, the details and a Stripe activity card with every step of the payment.
How to find a payment
Go to Players → Player List.
Click the player.
Open the Purchases tab.
Click the payment to open the side panel.
You can also go to Insights → Transactions and click a row.
What's in the side panel
The amount and status.
Details: the player's name and email.
Payment detail: status, date and time purchased, method, payment ID, individual amount, who created it and the Stripe Payment ID (click it to open the payment in Stripe).
Discount Code, if one was used.
Stripe activity: each step of the payment with times.
Payment statuses in Nettla
Reserved – money is held on the card but not charged yet.
Captured – a pay your part lead booker was charged in full on day 6 and is waiting for the refund after the session.
Paid – the payment is complete.
Partially Refunded – part of a charged payment was refunded.
Refunded – the payment was refunded in full.
Cancelled – a hold was released without a charge, or an unpaid payment was cancelled.
Unpaid – an admin added the player as unpaid and they haven't paid yet.
Pending – the player started checkout but hasn't finished.
Failed – the payment didn't go through.
Paused and Grace Period – used for memberships.
Stripe activity lines
"Payment started"
"Payment held, to be charged later"
"Payment completed"
"Partially charged, remaining amount released"
"Full refund issued"
"Partial refund issued" (with the amount)
"Payment cancelled, no charges were made"
A card failure message, or "Payment failed, check provider for details"
How Nettla statuses match Stripe
Stripe Uncaptured = Nettla Reserved.
Stripe Succeeded = Nettla Paid, or Captured for a lead booker charged on day 6.
Stripe Canceled = Nettla Cancelled (nothing was charged).
Stripe Refunded and Partially refunded = the same in Nettla.
A partial refund on a reserved payment shows in Stripe as Succeeded for the smaller amount. In Nettla it shows as Refunded.
Good to know
A Succeeded payment in Stripe before the session is normal for bookings made more than 6 days ahead. The settlement refund follows after the session.
In lists, a pay your part lead booker whose settlement is complete shows as Paid. The side panel shows the full status, usually Partially Refunded.
Your club's income isn't reduced by the settlement refund. It only reduces what the lead booker paid.
When to contact Nettla
A payment is still Reserved more than 6 days after purchase.
A payment is Failed and you don't know why.
The amounts don't match the expected split.