Transactions overview
The Transactions tab consolidates all sales processed through the HoopAI Platform — including invoices, payment links, order forms, stores, Apple Pay, Google Pay, and Stripe integrations.| Column | Description |
|---|---|
| Customer | The contact associated with the transaction |
| Provider | The payment integration used (Stripe, PayPal, Square, etc.) |
| Source | The funnel, store, calendar, or tool from which the transaction originated |
| Transaction date | Date and time the status was last updated (account timezone) |
| Amount | Cost of the products purchased |
| Status | Succeeded, failed, refunded, partially refunded, or pending |
Filters and tools
- Date range — filter by a custom date range
- Search — find a transaction by customer name or email
- Filters — filter by Status, Payment Mode (live or test), or Source Type
- Export — download a CSV of the current filtered list; the file link is emailed to you
- Import as CSV — record offline transactions by importing them
Actions menu
Click the three-dot icon on any transaction to:- View — open full transaction details
- Refund — issue a full or partial refund
Processing refunds
Find the transaction
Go to Payments → Transactions and search for the transaction by customer name, email, or date.
Initiate a refund
Click the three-dot menu on the transaction and select Refund. A dialog will appear.
Choose full or partial refund
- Full refund: Leave the amount as-is and click Refund.
- Partial refund: Edit the amount to the portion you want to refund.
Add a note (recommended)
Use the comments/notes field to document the reason for the refund for your records.
Refund FAQs
How long does it take for a refund to reach the customer?
How long does it take for a refund to reach the customer?
Refunds generally take 4–6 business days to appear in the customer’s account, depending on their bank and payment provider.
Can I process multiple partial refunds on one transaction?
Can I process multiple partial refunds on one transaction?
Yes, as long as the cumulative refund amount does not exceed the original transaction total.
Are Apple Pay and Google Pay transactions refundable?
Are Apple Pay and Google Pay transactions refundable?
Yes. These refunds are returned to the bank account associated with the customer’s Apple or Google Pay wallet.
Is there a limit to daily refunds?
Is there a limit to daily refunds?
There is typically no fixed limit within the platform. Check your payment provider’s policies for any provider-specific limits.
Tracking membership transactions
Membership and community payments are visible alongside all other transactions in the Transactions tab. You can filter by Type → Membership to isolate membership-related charges. This is useful for:- Auditing which contacts have active vs. lapsed membership payments
- Identifying failed membership renewal charges
- Cross-referencing with your membership roster in Memberships & Communities
Importing transactions
If you have historical transaction data from another payment system, import it to keep a complete financial record in the HoopAI Platform.
Prepare your CSV
Format your CSV with the required columns: contact name, email, amount, currency, payment date, type, and status.
Upload and map
Upload your CSV file. Map each column in your file to the corresponding transaction field in the platform.
Frequently asked questions
Can I refund a transaction made through PayPal?
Can I refund a transaction made through PayPal?
Yes, as long as PayPal is still connected to your account. The refund is processed through PayPal and the funds are returned to the customer’s PayPal account or original payment method.
How do I find all transactions for a specific contact?
How do I find all transactions for a specific contact?
Go to Contacts, open the contact’s profile, and scroll to the Payments section. All transactions linked to that contact are listed there.
Can I export transactions to a CSV?
Can I export transactions to a CSV?
Yes. In the Transactions tab, use the Export button to download a CSV of the currently filtered transaction list.
What does a 'failed' transaction mean?
What does a 'failed' transaction mean?
A failed transaction means the payment was declined by the customer’s card issuer or the payment gateway. The customer has not been charged. Common causes include insufficient funds, incorrect card details, or a block from the issuer.
How do I see all subscription charges for a contact?
How do I see all subscription charges for a contact?
Open the contact’s record in Contacts, scroll to the Payments section, and all transactions — including subscription charges — are listed there. You can also filter by Source Type → Subscription in the main Transactions tab.
Can I import past transactions from another system?
Can I import past transactions from another system?
Yes. Go to Payments → Transactions and click Import as CSV. Prepare your file with the required columns (contact name, email, amount, currency, payment date, type, status), upload it, and map each column. Imported records appear with a source label of “Imported.”
What does 'partially refunded' mean?
What does 'partially refunded' mean?
A partially refunded transaction is one where only a portion of the original payment amount was returned to the customer. The transaction record shows both the original amount and the refunded amount. Additional partial refunds can be issued as long as the cumulative total does not exceed the original charge.