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In the dashboard: open a Confirmed inspection, then Fees and Payments. In the mobile app: open the inspection, then Fees & Payments.

Every confirmed inspection has a Fees and Payments card. From it you can:
  • get paid online with a Stripe payment link;
  • record money you received another way, such as cash, a check or Zelle;
  • fix or clear a payment;
  • refund;
  • ask the client for a balance, or bill an agent for part of the fee;
  • open the invoice.
This page walks through each one. It also covers the same tools in the mobile app.
To take card, bank or Affirm payments online, connect Stripe first. See Set up payments and Stripe. Recording cash, checks and other payments by hand works without Stripe.

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Where to find it

Open the inspection from the Inspections page. The Fees and Payments card sits below Quick Actions. The Inspection Order Page of a confirmed inspection at 1420 Maple Avenue, Springfield. Below the header, the progress line reads Agreements Signed, Payment Pending, Reports Pending. Under Quick Actions is the Fees and Payments card with Order #1042, Service Total 706.56 dollars, Service Paid 0 dollars and Service Due 706.56 dollars, and the buttons Show Invoice INV-2026-001042, a refresh button, Record Payment, Request balance from customer and Add Invoice (split payment with another contact) The card shows only on inspections that are Confirmed or Canceled. Draft, Review and Waiting inspections don’t have it yet, because there’s nothing to collect until the job is booked. Hive creates the invoice when the inspection is confirmed. See Inspection statuses. On a canceled inspection the card stays, so you can still refund or correct a payment.

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Read the card

The Fees and Payments card: Order #1042 and a three-dot menu at the top right; three boxes, Service Total 706.56 dollars, Service Paid 0.00 dollars and Service Due 706.56 dollars in amber; then Show Invoice with the invoice number INV-2026-001042, a refresh button and a green Record Payment button; below, Request balance from customer (706.56 dollars) and Add Invoice (split payment with another contact)

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Payment status and buttons

The buttons change with the payment status. The card for a partly paid inspection: Service Paid 300.00 dollars, Service Due 406.56 dollars, Edit Payment and Record Additional Payment buttons, Request balance from customer (406.56 dollars) with the line Last requested Oct 20, 12:05 PM, jordan.taylor@example.com, opened, then Add Invoice, a Refund Payment button and an amber box Partial Payment - 406.56 dollars remaining, Last payment of 300.00 dollars on Oct 20, 2026 Request balance from customer and Add Invoice (split payment with another contact) show while money is still owed. Refund Payment shows once something has been paid, to team members with Financial Data Access. The payment link opens your client’s payment page. There they can pay by card, bank transfer, Affirm or Pay at Close, or see your instructions to pay another way, depending on what you turned on in payment settings.
1

Click Record Payment

On a partly paid inspection, click Record Additional Payment instead.The Record Payment dialog: a summary with Service Total 706.56 dollars, Service Paid 0.00 dollars and Service Due 706.56 dollars; a blue Get Payment via CC, ACH, etc. button with a copy button next to it; the divider Or record manual payment; Payment Type set to Check; Payment Amount 706.56; Payment Date 10/19/2026; Internal Notes; and Cancel and Record Payment buttons
3

The client pays

They see the amount due, a View Invoice button and the ways you accept payment.The client payment page. At the top, Amount Due 520.00 dollars with a View Invoice button, and Home Inspection, 123 Main Street. Below, five options: Pay by Card, Bank Transfer with a 4% discount, Buy Now, Pay Later with Affirm, Pay at Closing, and Pay Another Way with a 4% discount
When the payment goes through, Hive does the rest:
  • The inspection is marked Paid, or Partial if they paid less than the full amount.
  • The invoice is rebuilt to show the payment.
  • Your Payment Received automations run once the inspection is fully paid.
  • The report unlocks for the client, if it’s published and all agreements are signed. See When clients can see the report.
A bank (ACH) payment can show as processing for a few days, depending on your ACH setting.
The copied link holds the amount due at the moment you copy it. If you change the price afterwards, copy a new link. Request balance from customer sends a link that always shows the current balance. So does the {{{payment_link}}} placeholder in your automations.
Hive doesn’t email the client a receipt. Stripe can send its own card receipts if you turn them on in your Stripe Dashboard. To send your own thank-you, use a Payment Received automation.

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Record a payment you received

Use this for money that didn’t go through Hive’s payment page: cash, a check, Zelle, Venmo, Cash App, an e-Transfer, a wire, or a card you charged on your own terminal.
1

Click Record Payment

On a partly paid inspection, click Record Additional Payment.
2

Choose the Payment Type

Pick one: Cash, Check, Credit Card, Debit Card, Wire Transfer, Venmo, Zelle, Cash App, E-Transfer or Other.The Payment Type list open in the Record Payment dialog: Cash, Check (selected), Credit Card, Debit Card, Wire Transfer, Venmo, Zelle, Cash App, E-Transfer and Other
3

Check the amount and date

Payment Amount starts at the amount still due. Change it if the client paid part. Payment Date starts at today.
4

Add a note (optional)

Internal Notes is for your team, for example a check number. Clients never see it.
5

Click Record Payment

A message confirms the payment. If money is still owed, the message shows the remaining balance.
What happens next:
  • The amount is added to what was already paid. Recording never replaces an earlier payment.
  • The status changes to Partial, or to Paid when nothing is left to pay. When the status changes to Paid:
    • Payment Received automations run;
    • the report unlocks, if it’s published and the agreements are signed.
  • The invoice is rebuilt with the payment listed.
  • Nothing is sent to the client.
A payment you record by hand doesn’t include the 4% Technology Fee. It counts at the amount you type, even if you choose Credit Card.
To take a deposit, record the part the client paid. The inspection stays Partial and the card shows what’s left. When they pay the rest, click Record Additional Payment. Its amount box starts at the remaining balance, and the help text says how much it will be added to.
The Record Additional Payment dialog: Service Total 706.56 dollars, Service Paid 300.00 dollars, Service Due 406.56 dollars, the payment link button, Payment Type Check, Additional Payment Amount with the note This amount will be added to the existing 300.00 dollars already paid, Payment Date and Internal Notes Don’t record a payment you haven’t received just to unlock a report. Use Manual Lock Override for Reports in Quick Actions instead. See Unlock or lock one report by hand.

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Edit a payment

Edit Payment corrects a payment you recorded by hand, such as a wrong amount, date or payment type. It replaces the payment: the amount you enter becomes the total paid, not an extra payment.
1

Click Edit Payment

The dialog opens with the current payment filled in.The Edit Payment dialog: the note Replace the existing payment details. This will overwrite the previous payment amount. The summary, the payment link button, the divider Or edit manual payment, Payment Status Override set to Auto (based on amount), Payment Type Check, Total Amount Paid 300 with the note This amount will replace the existing payment total (not add to it), Payment Date 10/20/2026, Internal Notes Check #1182, a red Clear Payment and Reset to Pending button, and Cancel and Update Payment buttons
2

Change the details

Enter the full amount the client has paid in total in Total Amount Paid. Change Payment Type, Payment Date or Internal Notes if needed.
3

Leave the status on Auto, or override it

Payment Status Override is normally Auto (based on amount): Hive sets Pending, Partial or Paid from the amount. To force a status, pick Pending, Partial, Paid or Pay at Close.The Payment Status Override list open: Auto (based on amount), Pending, Partial, Paid and Pay at Close
4

Click Update Payment

The invoice is rebuilt. If the inspection becomes Paid, your Payment Received automations run.
Use Edit Payment only for payments you recorded by hand. It replaces the whole payment history with one manual entry. If the client paid online through Stripe, editing removes the link to that card payment, and a later refund can no longer return money to the card from Hive. To give money back, use Refund Payment.
Setting the status to Pay at Close here doesn’t unlock the report, because the balance is still due. If the client should see it now, use Manual Lock Override for Reports. For real Pay at Close financing, see Pay at Close.

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Clear a payment

Clear a payment you recorded by mistake, or a check that bounced.
1

Click Edit Payment

It’s on the card of any inspection that has a payment on it.
2

Click Clear Payment & Reset to Pending

The button is at the bottom of the dialog.
3

Confirm with Yes, Clear Payment

The Clear Payment? confirmation: This will reset the payment status to Pending and clear all payment data (amount paid, payment history, and payment metadata). The invoice will be regenerated as unpaid. This action cannot be undone. Cancel and a red Yes, Clear Payment button
Hive sets Service Paid to $0.00 and erases the payment history, including any refunds listed on it. It rebuilds the invoice as unpaid, so the client can pay again from their portal. If someone you billed with Add Invoice has already paid their share, the status becomes Partial instead of Pending.
Clearing doesn’t move any money. If the client paid by card through Stripe, the money stays in your account. To return it, use Refund Payment before you clear anything. You can’t undo a clear: to put a payment back, record it again.

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Refund a payment

1

Click Refund Payment

It’s on the Fully Paid banner, or below the buttons on a partly paid inspection.The card for an inspection paid in full by card: Service Total 706.56 dollars, Service Paid 734.82 dollars, Service Due 0.00 dollars, Show Invoice and Edit Payment buttons, and a green Fully Paid banner, Last payment on Oct 22, 2026 via Card, with a red Refund Payment button
2

Choose what to refund

  • Refund a service: tick the services or add-ons you’re refunding. Hive works out the amount, including the matching share of the 4% Technology Fee if the client paid by card.
  • Custom amount: type any amount up to what was paid, or click Refund full amount.
Add a reason in Reason / notes if you like.The Refund Payment dialog for a card payment: Issue a refund to the customer through Stripe, a Stripe refund (live) badge, Refundable (net amount paid, includes the 4% technology fee) 734.82 dollars, Refund a service selected, and a list of services each with its price plus the fee, such as Home Inspection 416.00 dollars (400.00 dollars plus fee) and Radon Testing 182.00 dollars (175.00 dollars plus fee) ticked. Below: Service value 175.00 dollars, Technology fee (4%) 7.00 dollars, Returned to the card 182.00 dollars, a note to remove the service from the inspection afterwards, Reason / notes Radon test canceled at the client's request, and a Refund 182.00 dollars via Stripe button
3

Confirm

Click the refund button, then Yes, refund.The confirmation: Refund 182.00 dollars? This issues a real refund of 182.00 dollars to the customer's original payment method via Stripe. This cannot be undone from Hive. Service value credited: 175.00 dollars plus 7.00 dollars technology fee for Radon Testing. Cancel and Yes, refund buttons
What kind of refund it is depends on how the client paid: The Refund Payment dialog for a hand-recorded payment: Record a refund for this manually-recorded payment (tracking only, no Stripe transaction), an External refund (tracking only) badge, Refundable (net amount paid) 706.56 dollars, Custom amount selected, Refund amount 706.56 with Max 706.56 dollars and a Refund full amount link, Reason / notes, and a Record Refund 706.56 dollars button The badge shows which one you’re about to make.

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Refund details

  • The most recent payment decides. If the client paid more than once, for example a check deposit and then the rest by card, Hive refunds through the most recent payment: through Stripe if it was paid online, or as a tracking-only refund if you recorded it by hand. A Stripe refund can’t be more than that card payment. To give back more, return the rest yourself and ask us in the chat bubble in your dashboard to update the records.
  • Fees aren’t returned. On a Stripe refund, the client gets back what they paid, but the processing fees on the original payment aren’t returned to you. Stripe keeps its fee and Hive keeps its platform fee.
  • Earlier refunds show at the bottom of the dialog under Previous refunds. You can refund again until the full amount paid has been returned.
  • Refunds made in your Stripe Dashboard show up in Hive on their own when they’re for the inspection’s most recent payment. If one doesn’t show, don’t refund it again with Refund Payment, because that could return the money twice. Ask us in the chat bubble in your dashboard to update the records.
  • A share paid through Add Invoice (an agent or other contact) can’t be refunded in Hive. Refund it from your Stripe Dashboard. Hive’s records for that share don’t change. See Split the bill.
  • If a Stripe refund fails, Hive shows the error and nothing changes. Refund it from your Stripe Dashboard instead.
After a refund:
  • Service Paid goes down, and the invoice shows the refund.
  • A full refund sets the status to Refunded. A partial refund usually leaves it Partial.
  • The refund doesn’t change the services on the inspection. If you refunded a service, remove it in the services section so the invoice total matches. Otherwise the client still owes it, and the report can stay locked. See Remove a line.
  • Nothing is emailed to the client, and no automation runs.
If the card shows Customer overpaid by $X, the invoice holds more money than it bills. This usually happens after you refund a service at its price and then remove it, which leaves the fee on that service unreturned. Click Refund $X in that box to return the difference. Refunds need the Financial Data Access permission. Owners and admins always have it. Hive never refunds on its own, even when you cancel or delete an inspection. See the Technology Fee and refunds.

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Ask the client for the balance

Use Request balance from customer when the client still owes money, for example after you add a service on site.
1

Click Request balance from customer

The button shows the amount, such as Request balance from customer ($406.56).
2

Choose who gets it

Under Send to, every client on the inspection with an email address is ticked. Untick anyone who shouldn’t get it.
3

Add a note (optional)

For example, “Radon testing was added during the inspection.” The Preview shows the email.The Request balance from customer dialog: Emails the customer their current balance with the standard payment link. The link always shows the live amount, and nothing is moved off their invoice. Service Total, Service Paid and Balance Due 706.56 dollars; Send to with Jordan Taylor ticked; a note Radon testing was added during the inspection; and a preview: Hi Jordan, A balance remains on your inspection at 1420 Maple Avenue, Springfield, IL 62704 on October 22, 2026. Balance due 706.56 dollars. You can pay online here. The link always shows the current balance. Cancel and Send request buttons
4

Click Send request

The email goes out right away, from your company name, with replies going to your business email.
The link in the email always shows the current balance, so it stays correct if the price changes again. Under the button, the card shows when you last sent a request, to whom, and opened once they open it. The button doesn’t show when the client has no email address, or only a placeholder one. Add their email to the contact first.

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Split the bill with an agent or another contact

Add Invoice (split payment with another contact) bills someone other than the client for part of the fee: an agent, seller, employer or relative. Their share moves off the client’s balance, and they pay it through their own link.
1

Add the person to the inspection

For example, as the buyer’s agent, the listing agent or an additional contact. They need a real email address. The client can’t be billed this way; the list shows everyone on the inspection except the client.
2

Click Add Invoice (split payment with another contact)

It shows while the client still owes money.
3

Pick the contact and the amount

Choose them in Send invoice to and enter Amount to bill this contact. It can’t be more than the remaining balance.The Add Invoice dialog: Bill a different contact (agent, seller, employer) for part of this inspection. Their share moves off the customer's invoice and is paid through a separate link. Service Total and Remaining Balance 706.56 dollars; an amber note saying to use Request balance from customer to ask the customer for what they owe; Send invoice to Morgan Lee, Buyer Agent (morgan.lee@example.com); Amount to bill this contact; Max 706.56 dollars. The primary customer's balance drops by this amount. Cancel and Preview Email buttons
4

Click Preview Email, then Send Now

The Preview and Send step: To morgan.lee@example.com, Subject Payment request for 1420 Maple Avenue, Springfield, IL 62704. Hi Morgan, A payment has been requested from you for Jordan Taylor's inspection on October 22, 2026. You can pay your invoice here, with the payment link. Billing 200.00 dollars to Morgan. Back and Send Now buttons
The card now lists them under Invoiced Parties: The card after billing Morgan Lee 200 dollars: Service Paid 300.00 dollars, Due from customer 206.56 dollars with plus 200.00 dollars pending from Morgan Lee, and an Invoiced Parties list with Morgan Lee, 200.00 dollars, a Pending badge and three buttons: copy link, resend and cancel. At the bottom: Partial Payment - 406.56 dollars remaining (includes 200.00 dollars invoiced to Morgan Lee)
  • Pending, Processing or Paid shows where their share stands.
  • The copy button copies their payment link. The send button emails the request again.
  • The trash button cancels their invoice and puts the amount back on the client’s balance. You can’t cancel a share that’s already paid.

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How the agent pays

The email links to the same payment page your client uses, showing only the agent’s share. They can pay by card, bank transfer or Affirm, whichever you accept. A card payment adds the 4% Technology Fee if you pass it on. When they pay:
  • their line under Invoiced Parties changes to Paid, or Processing while a bank transfer clears;
  • the invoice is rebuilt and lists the payment as “Paid by” with their name.
If they pay you another way, such as a check, cancel their invoice with the trash button first. That puts the amount back on the client’s balance. Then record the check with Record Additional Payment.

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What to expect while a share is unpaid

  • Balances: the client’s own link asks only for the client’s part.
  • Status: the inspection isn’t Paid until everyone has paid. The card shows Due from customer, plus ”+ $X pending from” the agent.
  • Report: it stays locked until every share is paid. To release it sooner, use Manual Lock Override for Reports.
  • Price changes: if the price changes after you split the bill, the agent’s share stays the same. The difference goes on the client’s balance.
  • Refunds: a share the agent paid can’t be refunded in Hive. Refund it from your Stripe Dashboard.
Don’t use Add Invoice to chase the client. It lowers the client’s own balance, so their pay link would show less than they owe, or nothing due. Use Request balance from customer for the client.

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Invoices

Hive creates the invoice when an inspection is confirmed. It also creates one when a client books online or accepts a quote. You don’t need to make it yourself.
  • Show Invoice opens the PDF in a new tab. If your browser blocks it, allow pop-ups for the dashboard.
  • Generate Invoice appears instead if the inspection has no invoice yet. Click it to create one.
  • The invoice number is INV-, the year, then the order number padded to six digits, for example INV-2026-001042.

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What the invoice shows

  • Your company name and email, the client (Bill To), the property and the inspection date.
  • One line for the main service and one for each add-on, plus every discount, urgent fee, custom item and tax.
  • Price modifiers, such as a square-footage charge, aren’t listed on their own. Their amount is added to the service or add-on they belong to. See What goes on the invoice.
  • TOTAL, every payment with its method and date, AMOUNT PAID and BALANCE DUE.
  • A PARTIAL PAYMENT or PAID stamp. Refunds are listed in red.
  • Your Invoice Business Text at the bottom. Set it in payment settings.

Partly paid

An invoice from Maple Leaf Home Inspections to Jordan Taylor for 1420 Maple Avenue: Home Inspection 525.00 dollars, Radon Testing 175.00 dollars, Discount SPRING10 (10%) minus 70.00 dollars, Trip Fee 35.00 dollars, Sales Tax 6.25% 41.56 dollars, TOTAL 706.56 dollars, Payment (Check) 10/20/2026 300.00 dollars, AMOUNT PAID 300.00 dollars, BALANCE DUE 406.56 dollars, and an orange PARTIAL PAYMENT stamp

Paid

The same invoice paid in full: Paid (Check) 10/20/2026 300.00 dollars, Paid (Zelle) 10/22/2026 406.56 dollars, AMOUNT PAID 706.56 dollars, BALANCE DUE 0.00 dollars, and a green PAID stamp
If you pass the card fee on to clients, the invoice also shows a Technology Fee line under a subtotal. Clients who pay another way get a matching discount line. See Technology Fee.

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Regenerate the invoice

The invoice updates on its own when the price or a payment changes. The refresh button next to Show Invoice rebuilds it straight away from the current client contact, prices and payments. Use it after you fix the client’s name or email. Regenerating sends nothing. The invoice number stays the same, and the invoice date becomes today’s date.

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Send the invoice

There’s no Send Invoice button. Your client finds the invoice:
  • in the Payments section of their client portal;
  • with View Invoice on the payment page;
  • in any automation email that uses the {{{invoice_link}}} placeholder.
To send it to an agent or lender, add {{{invoice_link}}} to an automation, or download the PDF and forward it.

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Credit card fee for one inspection

The ⋮ menu has Credit card fee…. Use it to absorb the 4% fee on one inspection, or pass it on, without changing your company default. The three-dot menu next to Order #1042 open, with one item: Credit card fee The Credit card fee dialog: Who pays the technology fee when this customer pays by card. Applies to this inspection only, your company default is unchanged. Three options: Use company default (Your company currently passes the fee to the customer), Pass the fee to the customer, and Absorb the fee (The customer pays the service total only; the fee comes out of your payout). Cancel and Save buttons The menu shows only when you accept cards through Stripe and have Financial Data Access. See Technology Fee: for a single inspection.

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In the mobile app

The mobile app has the same basics on the inspection’s summary screen: the payment link, the invoice and recording a payment.
1

Open the inspection

Tap the inspection on your home screen or in your inspection list. The summary screen opens.
2

Tap Fees & Payments

It’s next to Agreements and Status. Its subtitle shows the payment status: Pending, Partially Paid or Paid.It works only on Confirmed inspections. Otherwise it’s greyed out and reads Not Available. A $0 inspection shows N/A.
3

Use the Fees and Payments screen

The screen shows the payment status at the top right and a Payment Management card with the Total Amount:
  • Pay via Credit Card shows the amount due. It reads Pay Remaining Balance after a partial payment. Tap it to open the payment page in your browser, where you or the client enter a card. Tap the copy icon on the button to copy the link and text it to the client. While a bank transfer is clearing, the button is replaced by Payment Processing – ACH transfer in progress. It disappears once the inspection is paid.
  • Show Invoice opens the invoice PDF. If there isn’t one yet, Hive creates it.
  • Record Payment opens the Record Payment screen.
4

Record a payment

  • Amount: tap Use next to Balance due to fill in the full balance.
  • Payment type: tap one: Cash, Check, Credit Card, Debit Card, Wire Transfer, Venmo, Zelle, Cash App, E-Transfer or Other.
  • Payment date
  • Internal notes (“Only visible to your team”)
Tap Record Payment. The app goes back to Fees and Payments, which now shows a Payment Summary: Service Total, Amount Paid, Amount Due, and the Last Payment with its type, amount, date and notes.
Like Record Payment on the web, a payment recorded in the app is added to what’s already paid. The invoice is rebuilt.

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Edit a payment in the app

On a Paid inspection, the button reads Edit Payment and opens Edit Payment Details. It works like Edit Payment on the web: it replaces the payment instead of adding to it.
  • Total amount paid starts at what’s recorded now, with the payment type, date and notes filled in.
  • The note under it says what you’re replacing, for example “Replaces the 2 payments recorded so far ($706.56) with one payment.”
  • To fix only the payment type or date, change it and tap Update Payment. The total stays the same.
The app won’t edit these payments. It shows This payment can’t be edited in the app instead:
  • payments made online through Stripe (card, bank transfer or Affirm);
  • payments with a refund on them;
  • inspections where another contact paid part of the bill.
Use the web dashboard for those. These are web-only: Clear Payment, Refund Payment, Request balance from customer, Add Invoice, regenerating the invoice, and the credit card fee setting. On the summary screen, tap Edit Inspection Order to open the inspection in your browser.

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Who can do what

See Team permissions.

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Common questions

The client says they paid, but the inspection still shows Pending. Check your Stripe Dashboard first. It’s the record of what was actually charged. If the payment isn’t there, it didn’t go through. A bank transfer shows as processing until it clears. Also check that the client didn’t pay on another inspection for the same address. If they paid you outside Hive, record it with Record Payment. Why is Service Paid higher than Service Total? The client paid by card, and you pass the 4% Technology Fee on. Service Paid includes the fee they paid. Service Due is still $0.00. I added a service after the client paid. How do they pay the difference? Click Request balance from customer. The email links to a payment page that shows only the new balance. Can I take a deposit? Yes. Record the amount the client paid now, or let them pay part through the link. The inspection stays Partial until the rest is paid. Does Hive send the client a receipt? No. Stripe can send its own card receipts. For a Hive email, set up a Payment Received automation. It runs when the inspection becomes fully paid, including payments you record by hand. I recorded a payment on the wrong inspection. On that inspection, click Edit Payment, then Clear Payment & Reset to Pending. Record it again on the right one. A check bounced. Clear the payment, or use Edit Payment to set the amount the client has really paid. Then click Request balance from customer. Why don’t I see Fees and Payments? The inspection isn’t Confirmed or Canceled yet. Confirm it first. Why can’t I see Refund Payment? You need the Financial Data Access permission, and the inspection needs a payment on it. Does canceling or deleting an inspection refund the client? No. Refund first with Refund Payment, then cancel or delete. Can I change what’s on the invoice? The lines come from the inspection’s Pricing Summary: change a price, rename a line or add one there, and the invoice follows. See Services and prices on an inspection. For text on every invoice, such as your license number, use Invoice Business Text.

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Where to go next

Last modified on October 20, 2026