What is this?
Payments keeps one record for every payment a customer makes to you. Money from store orders, payment links, WhatsApp Pay, cash on delivery and amounts you record by hand all land in the same place, on the contact who paid. You see them in the Payments tab of the contact’s profile and in the contact info panel of the Inbox.This is money your customers pay you. Your own plan, wallet and subscription charges are separate and live under billing.
What can I do here?
- See every payment for a contact, with its status and how much was received
- Request payment — create a payment link or send an in-chat WhatsApp Pay request
- Add payment — record money you received outside the platform, such as cash, UPI or a bank transfer
- Copy a payment link, send it to the customer again, or cancel a request
- Search and filter payments by status and payment method
- Start an automation when a payment is paid, fails or expires — see Payment status changed
Where payments come from
Payment accounts (Stripe, Razorpay and WhatsApp Pay) are saved once in Integrations. The storefront, Request payment and the Send Payment step all pick from the same saved accounts, so you never type keys in more than one place.
Statuses
A payment that failed, expired or was cancelled can still turn Paid if the payment provider later confirms the money arrived. These are flagged Needs attention so you can check them.
How to use it
Request a payment
1
Open the Payments tab
Open a contact (or the contact info panel in the Inbox) and go to Payments.
2
Click Request payment
Choose the Payment account, enter the Amount and Currency, and optionally What it is for — this is shown to the customer on the payment page.
3
Choose when it expires
Pick Expires in. After this time an unpaid request is closed automatically.
4
Send it
Click Request payment. What happens next depends on the account:
- Stripe or Razorpay — a payment link is created. Leave Send the link to the customer in their conversation ticked to send it with a Pay now button, or copy the link and share it yourself.
- WhatsApp Pay — the request is sent inside the chat and the customer pays without leaving WhatsApp. It needs an open 24-hour chat, and only INR works.
If you see “Payment confirmations are off for this account”, a paid link will not update the record. Turn confirmations on in the account’s page under Integrations.
Record a payment you received yourself
1
Click Add payment
In the contact’s Payments tab.
2
Fill in the details
Enter the Amount and Currency, choose the Status, and optionally a Payment method, Transaction ID and a Note (for example a receipt number or who collected it).
3
Partial payments
For Partially paid, enter Amount received — it must be more than 0 and less than the total.
Work with an existing payment
Open the More actions menu on a payment to Copy link, Send link to customer, Cancel request or Edit (hand-recorded payments).Payments waiting for a contact
Sometimes a payment account receives money that nothing in the platform asked for — for example a payment link you made in the provider’s own dashboard. These payments have no contact yet. Open the account in Integrations to see Payments waiting for a contact. For each one, choose Attach to contact (search by name, phone or email) or Set aside to ignore it.Troubleshooting / Technical Notes
- A payment stayed Pending after the customer paid. Check the account’s Payment confirmations are on and that its webhook is registered. See Stripe or Razorpay.
- “No payment account is connected for this channel yet.” Connect Stripe, Razorpay or WhatsApp Pay in Integrations.
- The link was not sent. The reason is shown under the request. A common cause is the 24-hour chat window being closed — copy the link and share it another way.
- A WhatsApp Pay request fails. It only works for INR and for an open 24-hour chat. See WhatsApp Pay.
- A refund isn’t reflected on the order. A refund updates the payment record only; the order itself is not changed automatically.
- Bookings and events don’t take payments yet.