If a credit card payment was refunded or failed outside of your payment provider, you may want to update its status in OfficeRnD Flex to reflect this change. Marking a payment as Failed ensures the invoice returns to an unpaid state and can be charged again if needed.
This action is especially useful when handling refunds, resolving disputes, or manually retrying failed payments.
Requirements
The instructions in this article are applicable only if the following are true:
You use the Stripe integration.
The payment was made with a credit card.
The payment was made more than 72 hours ago.
When to mark a payment as failed
Use this option in the following cases:
You issued a refund in Stripe, but would like the invoice in Flex to return to an unpaid status.
A charge was reversed or disputed outside of Flex.
You need to retry the charge manually using stored payment details.
The member's payment failed due to a processing issue, but the invoice still shows as paid.
Mark a payment as failed
If a payment was made with a credit card via Stripe, you can update its status after 72 hours.
To update the payment status:
Go to Billing > Invoices in the Flex Admin Portal.
Open the invoice that includes the payment.
In the Payments section, click the recorded card payment.
If 72 hours have passed since the original payment, the status becomes editable.
Set the payment status to Failed.
Confirm the change.
The invoice will now show as unpaid and can be charged again if needed.
Marking the payment as failed does not update the payment status in Stripe; it only updates the status in Flex.