> ## Documentation Index
> Fetch the complete documentation index at: https://docs.hiveinspect.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Fees and Payments: Record Payments, Send Payment Links, Invoices and Refunds
> Use the Fees and Payments card on an inspection in Hive Inspect to send a Stripe payment link, record cash, check or Zelle payments, edit or clear a payment, refund, request a balance, split the bill, and show or regenerate the invoice. Includes the mobile app.
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](/how-tos/payment-settings). Recording cash, checks and other payments by hand works without Stripe.
## Where to find it
Open the inspection from the **Inspections** page. The **Fees and Payments** card sits below **Quick Actions**.
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](/how-tos/inspection-statuses).
On a canceled inspection the card stays, so you can still refund or correct a payment.
## Read the card
| Part | What it shows |
| - | - |
| **Order #** | The inspection's order number. It's also the last part of the invoice number: Order #1042 is invoice **INV-2026-001042**. |
| **⋮** | **Credit card fee…**, to change who pays the card fee on this inspection only. See [Credit card fee for one inspection](#credit-card-fee-for-one-inspection). |
| **Service Total** | The inspection's price: the **Total** of the **Pricing Summary**, including tax. |
| **Service Paid** | What has been paid so far. A card payment includes the 4% Technology Fee when you pass the fee on, so this can be more than **Service Total**. For example, a \$706.56 inspection paid by card shows \$734.82. |
| **Service Due** | What the client still owes. It's amber while money is owed and green at \$0.00. It reads **Due from customer** when part of the bill is invoiced to someone else. |
| **Show Invoice** | Opens the invoice PDF. It reads **Generate Invoice** if the inspection has no invoice yet. |
| **Refresh button** | Rebuilds the invoice now. See [Regenerate the invoice](#regenerate-the-invoice). |
### Payment status and buttons
The buttons change with the payment status.
| Status | Buttons | What the card shows |
| - | - | - |
| **Pending** (nothing paid) | **Record Payment** | |
| **Partial** (some paid) | **Edit Payment**, **Record Additional Payment** | **Partial Payment - \$X remaining** and the date of the last payment |
| **Paid** | **Edit Payment** | **Fully Paid**, with the date and method of the last payment |
| **Pay at Close** | **Edit Payment** | **Payment Deferred to Closing** |
**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**.
## Get paid online with a payment link
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](/how-tos/payment-settings).
On a partly paid inspection, click **Record Additional Payment** instead.
* **Get Payment via CC, ACH, etc.** opens the payment page in a new tab. Use it to type the client's card in yourself, for example on site or over the phone.
* The **copy button** next to it copies the link. Paste it into a text or email to the client.
They see the amount due, a **View Invoice** button and the ways you accept payment.
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](/how-tos/payment-settings#when-clients-can-see-the-report).
A bank (ACH) payment can show as processing for a few days, depending on your [ACH setting](/how-tos/payment-settings#mark-payment-as-paid-only-when-ach-settles).
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.
## 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.
On a partly paid inspection, click **Record Additional Payment**.
Pick one: **Cash**, **Check**, **Credit Card**, **Debit Card**, **Wire Transfer**, **Venmo**, **Zelle**, **Cash App**, **E-Transfer** or **Other**.
**Payment Amount** starts at the amount still due. Change it if the client paid part. **Payment Date** starts at today.
**Internal Notes** is for your team, for example a check number. Clients never see it.
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.
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](/how-tos/payment-settings#unlock-or-lock-one-report-by-hand).
## 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.
The dialog opens with the current payment filled in.
Enter the full amount the client has paid in total in **Total Amount Paid**. Change **Payment Type**, **Payment Date** or **Internal Notes** if needed.
**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 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](#refund-a-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](/how-tos/pay-at-close).
## Clear a payment
Clear a payment you recorded by mistake, or a check that bounced.
It's on the card of any inspection that has a payment on it.
The button is at the bottom of the dialog.
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.
## Refund a payment
It's on the **Fully Paid** banner, or below the buttons on a partly paid inspection.
* **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.
Click the refund button, then **Yes, refund**.
What kind of refund it is depends on how the client paid:
| How the client paid | Badge | What happens |
| - | - | - |
| Card, bank transfer or Affirm through your payment page | **Stripe refund (live)** | Stripe returns the money to the client's card or account. Bank and Affirm refunds can take a few days. |
| A payment you recorded by hand (cash, check, Zelle…) | **External refund (tracking only)** | Hive only records it. **Return the money yourself.** |
The badge shows which one you're about to make.
### 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](#split-the-bill-with-an-agent-or-another-contact).
* **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](/how-tos/inspection-services#remove-a-line-from-the-price).
* 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](/how-tos/technology-fee#refunds).
## 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.
The button shows the amount, such as **Request balance from customer (\$406.56)**.
Under **Send to**, every client on the inspection with an email address is ticked. Untick anyone who shouldn't get it.
For example, "Radon testing was added during the inspection." The **Preview** shows the email.
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.
## 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.
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.
It shows while the client still owes money.
Choose them in **Send invoice to** and enter **Amount to bill this contact**. It can't be more than the remaining balance.
The card now lists them under **Invoiced Parties**:
* **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.
### 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**.
### 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.
## 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**.
### 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](/how-tos/inspection-services#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](/how-tos/payment-settings#step-5-add-your-invoice-business-text).
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](/how-tos/technology-fee).
### 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.
### 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.
## 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 menu shows only when you accept cards through Stripe and have **Financial Data Access**. See [Technology Fee: for a single inspection](/how-tos/technology-fee#for-a-single-inspection).
## 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.
Tap the inspection on your home screen or in your inspection list. The summary screen opens.
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**.
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.
* **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.
### 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.
## Who can do what
| Action | Who |
| - | - |
| Record, edit or clear a payment; send the payment link; request a balance; split the bill; show or regenerate the invoice | Anyone on your team who can open the inspection |
| Refund a payment | Team members with **Financial Data Access** (owners and admins always have it) |
| Change the credit card fee on one inspection | Team members with **Financial Data Access**, when you accept cards |
See [Team permissions](/business-tools/team-permissions).
## 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](/how-tos/inspection-services). For text on every invoice, such as your license number, use **Invoice Business Text**.
## Where to go next
* [Services and prices on an inspection](/how-tos/inspection-services)
* [Set up payments and Stripe](/how-tos/payment-settings)
* [Technology Fee](/how-tos/technology-fee)
* [Pay at Close](/how-tos/pay-at-close)
* [Payments FAQ](/faq/payments)
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