Once Understory Pay is activated, you can manage all payment-related activity directly in your Understory back office.
Payment settings are available under the Payments tab, which is found under Company Settings --> Payment. https://backoffice.understory.io/admin/payments The Payments tab itself covers your payout schedule, Understory Pay management and payment-method toggles; individual transactions are listed on the Account statement sub-page.
Viewing transactions
On the Account statement page, you can:
View all completed payments
See transaction details
Check payment status
The transaction list does not include a direct link to the corresponding booking.
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 Adyen account. Understory does not hold your funds.
On the Account statement page, you can see:
Total incoming
Total outgoing
Reserved balance
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.
In the Edit payout schedule dialog you can set:
Frequency – Daily, Weekly or Monthly
Day – for example the 28th every month
Buffer amount (DKK)
Click Save to apply your changes.
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:
Navigate to Marketing → Insights → Reports (top-right) to open the Reports page, then click Report to create a new report.
Select “Transactions” as the report Type and click Generate report. The report appears in the list with the status Generating… and can be downloaded once it is Ready. Date filtering is available on the reports list via **Period**, which offers a fixed set of preset ranges: *Full period*, *This month*, *Last month*, *This year* and *Last year*. It lists all transactions along with Understory Pay fees and amounts adjusted to your VAT configuration.
Match this against your payout overview under the Payout tab on the Payments → Reports page, which lists payout reports by date range, 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 the Payout tab on the Payments → Reports page to view your payouts; the overview lists payout reports by date range. Balance figures — total incoming, total outgoing and reserved balance — are shown on the Account statement page, where you can also:
Export transaction reports
Filter by date range
Track refunds and chargebacks
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:
Invite them to your Understory back office from the Users tab
Ask them to create an account
Assign them a role when inviting them – Admin, Manager, Guide or a custom role
Finance-related access, such as payment reports and transaction data, is configured as View/Edit permissions under Edit roles → Set permissions.
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 from the Chargebacks tab on the Account statement page