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Manage and reconcile charges

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Conversa Labs

Conversa Labs

Last updated on Aug 18, 2026

Overview

The Charges area is where you track and manage everything that has been billed. It has a searchable, paginated list (search, created period, status, gateway/connection, sorting and a toggle to show archived charges), per-row actions on each charge (view, edit, fix customer and links, send to conversation, refund, mark as paid, cancel, archive, restore, delete) and a floating bulk-action bar that appears when you select several charges at once.

The goal is reconciliation: keeping every charge's status consistent with reality — reflecting what the gateway confirmed as well as the payments you received outside the platform.

Prerequisites

  • The Payments module enabled and at least one connected gateway (see Connect a gateway).
  • Charges already created (see Create a charge and send it in the conversation).
  • To delete permanently and to use the financial bulk actions, you need admin permission.

Step by step

1. Filter and open a charge

  1. Open Payments → Charges.
  2. Search by description, gateway id/external reference, customer name/email or connection name. Combine it with status, connection, and the created period in the account timezone.
  3. Sort by created date, due date, amount, status or description; turn on archived to see the bin. Every active control appears as a removable chip, and the URL preserves the page, filters and sorting so you can return to or share the same view.
  4. Click a charge to open its details. The primary action follows the available artifact: hosted page, boleto or PIX copy-and-paste; a manual charge remains auditable even when it has no link.
  5. Use Export CSV to download the full filtered scope, not only the visible page. When charges are selected, the file contains only that selection. On small screens, dense controls move into the Filters panel and each charge becomes a readable card instead of a horizontal table.

2. View the status timeline (audit)

  1. In the charge details, open the timeline tab.
  2. Every event (created, paid, refunded, canceled, updated) is recorded immutably, with the responsible agent, the timestamp and the justification entered — it is the charge's auditable financial history.

3. Fix customer and links without editing financial facts

  1. From the row or details, use Fix the sale customer and links when the contact is missing or wrong, including on a paid charge whose financial fields can no longer be edited.
  2. Choose an existing contact or propose a new one with a name and at least an email, phone, or document. Also review the order, recovery event, organization, deal, and conversation reached by the same sale.
  3. Generate the preview and check conflicts, history, and any owner/affiliate impact. Credit or commission changes require explicit confirmation. Apply is transactional and audited.
  4. This action never changes amount, status, settlement, due date, or gateway ID. Use the corresponding financial operation or correct the source for those facts.

4. Mark as paid manually (and undo)

  1. For a payment received off-gateway (cash, direct PIX to the account), use Mark as paid.
  2. Enter the justification (required) — it is stored on the audit event.
  3. The charge becomes paid. Available only for charges that are still open (pending, awaiting payment or overdue) and on gateways that support manual settlement.
  4. To reverse it, use Undo manual settlement — it only works on a charge you settled manually; it goes back to pending/overdue.

5. Cancel (open) vs refund (paid)

  1. Use Cancel charge while the charge is still open (unpaid): the customer can no longer pay it.
  2. Use Refund once the charge is paid: choose full (returns everything) or partial (enter the amount). You can refund partially more than once, up to the full amount.
  3. In both cases you can record a reason, which is kept in the audit trail.

6. Resend in the conversation

  1. Use Send to conversation and pick the target conversation.
  2. The payment card reappears for the customer inside the conversation window.

7. Archive → restore → delete permanently

  1. Archive removes the charge from the default list without deleting it (it goes to the archived bin).
  2. Restore brings an archived charge back to the active list.
  3. Delete permanently removes it for good — only allowed for charges that are archived and not settled; paid/refunded charges are kept for audit and can never be deleted.

8. Bulk actions

  1. Select several charges; the floating bar appears with the count.
  2. In the active list (admin): mark as paid, cancel and refund (full only), plus archive.
  3. In the archived list: restore and delete permanently (admin).
  4. Every bulk action is best-effort: the result says how many were processed and lists the ids that failed. Only failures remain selected for review or retry; no requested item silently disappears from the result.

Settings & options

  • Per-row vs bulk action: the same operation exists individually on each charge and in bulk over the selection.
  • Permissions: delete permanently and the financial bulk actions (mark as paid, refund, cancel) and the bulk delete are restricted to admins.
  • Bulk refund = full only: a partial refund exists only as a per-row action.
  • Delete requires archiving first: a permanent delete is always a deliberate two-step (archive, then delete).
  • Export: honors search, date window, filters and the current selection; text cells are protected from being interpreted as formulas by spreadsheet software.
  • Edit vs fix links: editing remains subject to charge status and gateway rules. Fixing links is a separate association-only operation, including for settled charges.

Use cases

  • Reconcile a PIX paid off-platform: mark the charge as paid with the justification, keeping the history consistent.
  • Clean up test charges: bulk-archive them, then permanently delete the archived ones.
  • Refund in bulk: select the paid charges and refund them in bulk (full).

Tips, limits & best practices

  • Cancel only applies to open charges; for a paid charge, the path is a refund.
  • A refund depends on the gateway — the type (full/partial) and the time to return the money follow the provider's and payment method's rules.
  • The webhook remains the source of truth: manual settlement is for what was paid off-gateway; the gateway's own payments arrive and update the status on their own.
  • Undo manual settlement only works on what you settled manually — it is not the way to reverse a real gateway payment (use a refund for that).
  • When the amount is correct but the customer, order, or recovery event is wrong, use Fix customer and links; do not cancel or refund merely to repair an association.

Troubleshooting

  • "I can't delete it": the charge must be archived first; and paid/refunded charges are never deleted (kept for audit). Archive it instead of trying to delete.
  • "Undo unavailable": a manual settlement can only be undone the same way — only a charge you marked as paid manually (on a compatible gateway) can be reverted.
  • "Mark as paid unavailable": the charge is not open, or the gateway does not support manual settlement.
  • "Edit is unavailable on a paid charge": settled financial facts are immutable. To change only the customer, organization, deal, or conversation, use Fix the sale customer and links.
  • A bulk action skipped some charges: that is expected — ineligible ones (incompatible status or a gateway without the capability), missing ids and items outside the permitted view appear as not processed and remain selected for review.
  • The list did not load: use Try again; if it keeps failing, check connectivity to the server.

See also