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:
Go to the relevant booking
Select the payment
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 Stripe 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 Stripe account first, and then to your bank account based on your Stripe payout settings.
Financial reporting
Reconciling Payouts
To reconcile payouts with your bank statement and include VAT information:
In Stripe:
Go to Payouts, open a payout, and scroll down to see the included transactions.
Export these transactions to a spreadsheet.
In Understory:
Navigate to Grow → Insights → Report (top-right).
Download the “Transactions” report, which lists Stripe fees and Understory fees adjusted to your VAT configuration.
Combine the Stripe payout export with the Understory report to match totals to your bank statement while retaining VAT/fee breakdowns.
Understory Pay provides built-in reporting tools to help with accounting and reconciliation.
Obtaining Documentation and Receipts
Receipts for Payouts: Understory does not process payouts directly, so receipts cannot be sent from the platform. To obtain receipts:
Log in to your Stripe dashboard.
Refer to Stripe’s guide for detailed instructions on downloading receipts.
Documentation of Payments: To download documentation for payouts in Stripe:
Log in to your Stripe dashboard.
Open Payouts.
Click a specific payout to view its details.
Export the data (e.g., as an Excel file) or view the summary of what was paid out.
You can:
Export transaction reports
Filter by date range
Track refunds and chargebacks
Share access with your finance team
Giving access to your bookkeeper or finance team
If your accountant needs access:
Invite them to your Understory back office
Ask them to create an account
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