Use Unmark Payment to reverse a payment that was marked as paid by hand, such as a check or cash payment recorded by mistake, so the invoice goes back to being owed. Both Owners and Org Admins can do this from Balances > Payment Dashboard.
Before you start: Unmark Payment only applies to payments that were manually marked paid (checks, cash, etc.) and show a Status of Marked. It is not available for payments made through the online payment processor. Unmarking voids the manual payment record, and the invoice reverts to unpaid.
When would you use this?
- A check that was marked as paid later bounces.
- A payment was marked paid by mistake, and the invoice needs to go back to being owed.
Steps
- Go to
Balances > Payment Dashboard. - Find the row for the manual payment (its Status shows Marked), open its Actions menu, and choose
Unmark Payment.
- A confirmation dialog appears: "Are you sure you want to unmark the manual payment for Invoice #[number]? This will void the manual payment record." It includes an optional Notes field, for recording why (e.g. "check bounced"), and a Send email notification checkbox, checked by default — tells the member the payment no longer counts. Uncheck it if the member shouldn't be notified yet, for example while a bounced check is still being confirmed.
- Click
Unmark Paymentto confirm, or Cancel to back out.
What happens after unmarking: Unmarking voids the manual payment record — the invoice reverts to unpaid, so it will show up as owed again in Balances > Invoice Dashboard. Its Status in Payment Dashboard changes from Marked to Unmarked.
What about payments made online?
For payments made through the online payment processor, the row's Actions menu in Payment Dashboard shows Refund Payment or Cancel Refund instead of Unmark Payment, since those payments need to be reversed through the payment processor rather than simply unmarked.
Choosing Refund Payment opens a confirmation asking "Are you sure you want to refund this payment?" It requires selecting a Payable Account (the GL account the refunded amount should come out of) and includes an optional Notes field. Confirming shows "Refund initiated successfully. The status will update once Stripe confirms the refund" — refunds aren't instant, since they're processed through the payment processor rather than the platform itself.
While a refund is processing (shown as Refund Pending in the Status column), the row's Actions menu offers Cancel Refund instead, in case the refund was started by mistake.
Note: Unmarking a payment does not move money — it only changes what the platform's records say happened. Refunding an online payment through Refund Payment does move money back to the payer through the payment processor, so use it only when a real refund is intended.