All categories
Help Center · 4 articles

Payments

Stripe payouts, statements, refunds, tips, fees.

014 min read

Understanding your Stripe payouts

How a card swipe in your dining room becomes a deposit in your bank account.

The flow

When a guest pays by card, Stripe holds the funds, deducts processing fees, and then transfers the net amount to the bank account you saved under Payment Details. Cash and Mobile payments never touch Stripe — they are recorded in your Statement for reporting only, and the money stays in your till.

Where payouts show up

  1. 01Open the sidebar and tap Payment Details
  2. 02Switch to the Payment History tab
  3. 03Use the All / Incoming / Outgoing / Revenue / Fees / Refunds filter pills to narrow the list
  4. 04Each row shows Date, Type, Category, Description, Amount, Status and Reference — these are the same columns you get when you export to CSV

Typical schedule

New Stripe accounts pay out on a rolling 7-day basis. Once your account has matured, payouts move to a 2-business-day cycle. Weekends and bank holidays push the deposit to the next working day.

Reading the status pill

  • Completed — the money has left Stripe and is on its way to your bank
  • A Stripe Processing Fee line is a separate Outgoing row, not a deduction inside the payout row
  • If you see Refunds in the type column, the amount has already been removed from the matching payout
Copy link
023 min read

Fix a failed or missing payout

Quick checks when a payout has not landed in your bank account.

First, reload the data

On the Payment Details screen, tap the orange refresh icon (Reload Data) in the top right, then the blue Refresh All Data icon next to it. Roughly nine out of ten "missing" payouts are just a stale screen.

Confirm your bank details are still valid

  1. 01Open Payment Details and stay on the first tab
  2. 02Check the bank fields for your country — IBAN/sort code in Europe, CLABE in Mexico, CBU in Argentina, NIT in Colombia, CPF/CNPJ in Brazil
  3. 03If anything has changed (new account, closed card), update the field and tap Save
  4. 04Stripe will retry the failed payout automatically within 24 hours of a successful update

Still nothing after 48 hours

  • Filter Payment History by Outgoing — a missing row means Stripe never released the funds, usually because of a verification request
  • Check the email address on your Hesett account; Stripe sends recovery links there, not into the dashboard
  • Contact support with the Reference number from the last successful payout — it speeds up the trace
Copy link
035 min read

Reading your Statement

A guided tour of the Statement screen, from the date picker to the tips breakdown.

Pick a range

  1. 01Open Statement from the sidebar
  2. 02In the Filters & Export card, set From and To dates
  3. 03Use the quick chips This Month, Year-To-Date or Total Tips to jump to common ranges

Export what you see

The Export CSV and Export PDF buttons sit next to the date pickers. Both honour the current From/To range and the active filters, so you can hand a clean file to your accountant without further editing. The Analytics button opens the chart view of the same data.

Order Ledger columns

  • Date — when the order was closed, not when it was opened
  • Total Price — the bill before tip
  • Tip — only shown when at least one order in the range carries a tip
  • Payment — the method used (Cash, Card or PayPal)
  • Paid? — a green check means the order is settled, a red cross means it is still open

Payment Methods card

This donut chart shows the split across Cash, Card and PayPal for the selected range. Tips are excluded so the totals tie back exactly to your Order Ledger.

Tips table

Scroll to the Tips section to see tips by staff member. Columns are Staff, Gross, Fee, Net and Count when tip-fee deduction is on; Staff, Tips and Count otherwise. The footer shows Hesett fee, Net tips and Tip count for the whole range.

Copy link
043 min read

Issue a refund

Refund a card order from the dashboard and confirm the reversal lands.

Before you refund

  • Cash and Mobile orders cannot be refunded through the dashboard — hand the money back from the till and void the order in Orders
  • Card refunds always go back to the original card; there is no way to redirect them
  • Partial refunds are allowed up to the order total

Run the refund

  1. 01Open Orders, find the order, and tap it to expand
  2. 02Hit Refund and confirm the amount
  3. 03The order moves to the cleared list and a new row appears in Payment History under the Refunds type
  4. 04Status stays at Completed once Stripe acknowledges the reversal — usually under a minute

What the guest sees

Most banks post the refund within 5–10 business days. Stripe sends the customer an automatic email if their card has an address on file. If the guest is worried, share the Reference number from the Refunds row — their bank can trace it instantly.

Copy link
24h · One business day

Did not find what you needed?

A real human from the Hesett team will reply within one business day. The faster you give us your restaurant name and the affected section, the faster we solve it.

Talk to usEmail support