Payment Processing

Payment issues usually fall into one of three buckets:

1. the customer payment never completed
2. the payment completed but the invoice status has not caught up yet
3. the payment happened outside Eclipse and needs to be recorded manually

Invoice still shows unpaid

Check these in order:

• confirm the customer actually completed the payment flow
• refresh the invoice detail screen and activity log
• look for a pending, failed, or abandoned payment attempt
• if the payment was collected outside Eclipse, record it manually instead of waiting for an automatic update

Payment Not Received

If the invoice is open but no payment has arrived:

• verify the due date and payment terms
• resend the invoice or reminder
• confirm the customer is using the correct payment link
• review overdue follow-up from the invoice workspace

Failed Payments

If a payment fails:

• Check card details
• Verify billing address
• Try alternative payment method
• Ask the customer to retry the payment from the invoice link

Refunds, credits, or adjustments

Refund or adjustment workflows should be handled from the invoice detail so the receivable and customer history stay accurate. A Stripe refund does not change the books until Stripe reports it succeeded. Eclipse then adjusts the original pending receipt or posts a reversing entry against the original payment; a commit problem remains visible for review and retry. If you are unsure whether a credit, refund, or manual adjustment is the right move, contact support before forcing the invoice status.

Caution

Do not mark an invoice paid just to clear the queue if the customer payment did not actually settle.

Getting Help

Contact our support team for:

• Payment processing questions
• Refund assistance
• Technical payment issues