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Managing payments in Understory Pay

Learn more about managing payments in Understory

Once Understory Pay is activated, you can manage all payment-related activity directly in your Understory back office.

All payment controls are available under the Payments tab, which is found under Company Settings --> Payment.
​https://backoffice.understory.io/admin/payments

Viewing transactions

Under the Payment tab, you can:

  • View all completed payments

  • See transaction details

  • Check payment status

  • Identify linked bookings

Each payment is directly connected to its corresponding order for full transparency.

Processing refunds

Refunds can be processed directly from your back office.

To issue a refund:

  1. Go to the relevant booking

  2. Select the payment

  3. Click Refund

The refund will be processed automatically and linked to the original transaction. Refunded amounts are deducted in the next available payout period.

Please note that refunds are treated as transactions and standard transaction fees apply. For frequent payouts (e.g., weekly) with Understory Pay, there is a fee of DKK 0.25 per payout. Aside from this per-payout fee, there are no additional fees for choosing a weekly or other frequent payout schedule.

Monitoring your balance

Immediate payouts

All transactions are paid out immediately to your connected Adyen account. Understory does not hold your funds.

In the Payment section, you can:

  • See your available balance

  • Track pending payouts

  • Monitor incoming payments in real time

This gives you a clear overview of your current cash position.

Managing payout schedules

You can configure how and when payouts are sent to your bank account.

Available options include:

  • Setting payout frequency

  • Choosing payout timing

  • Setting minimum balance thresholds

Payouts are transferred to your connected Adyen account first, and then to your bank account based on your payout settings.

Reconciliation and financial reporting

To reconcile payouts with your bank statement and include VAT information:

  1. Navigate to Marketing → Insights → Report (top-right).

  2. Download the “Transactions” report, which lists all transactions along with Understory Pay fees and amounts adjusted to your VAT configuration.

  3. Match this against your payout overview under Company Settings → Payment to reconcile totals to your bank statement while retaining VAT/fee breakdowns.

Understory Pay provides built-in reporting tools to help with accounting and reconciliation.

Payout documentation and receipts

Go to Company Settings → Payment to view your payouts, available balance and pending payouts. From here you can:

  • Export transaction reports

  • Filter by date range

  • Track refunds and chargebacks

  • Share access with your finance team

Because funds are settled through your connected Adyen account, Understory does not issue separate payout receipts from the platform.

Giving access to your bookkeeper or finance team

If your accountant needs access:

  1. Invite them to your Understory back office

  2. Ask them to create an account

  3. Assign them the Finance permission scope

They will then be able to access payment reports and transaction data.

Failed payments and disputes

If a payment fails:

  • The customer is not charged

  • The booking is not completed

If a customer initiates a dispute (chargeback):

  • You will be notified

  • The case can be managed through the payment section

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