Service Request Quotes & Payments
For service types that carry a charge, Service Requests includes a full quoting and payment flow: staff build a quote from line items, the tenant approves and pays it in the HqO app, and the payment status is tracked right on the request.
Overview
Not every service request involves money. The quote and payment flow applies when:
- The service type has chargeable catalog items configured.
- Stripe is connected for your building. Paid service types require this — if you're ready for first-time setup, reach out to appsupport@hqo.co and the HqO team will configure it with you.
When both are true, a Billing panel appears in the request detail view. If neither applies, the request is treated as free and no billing steps are needed — handle it as described in Service Requests.
⚠️ Note: The Billing panel is only available on some plans and configurations. If you expect to charge for a service type but don't see the Billing panel, contact your HqO account team.
Create and send a quote
- Open the chargeable request from the Service Requests list.
- In the Billing panel, click + Add item and select an item from the service type's product list.
- Adjust the Qty and Unit price for each line item as needed, and remove any line you don't want to quote.
- Review the totals — Subtotal, Tax (computed from your building's tax rules), and Total.
- Click Send quote.
The tenant is notified by email and sees the quote in the HqO app, where they can approve and pay it, or reject it.
⚠️ Note: A quote total must be either exactly zero or at least the minimum chargeable amount for the currency. A quote with no line items cannot be sent. If the service type requires approval, the request must be approved before a quote can be sent. If Stripe isn't configured, the Send quote button is disabled until it is.
đź’ˇ Tip: A total of zero is valid. Send a $0 quote to confirm with the tenant that there is no charge before work begins.
Quote and payment statuses
The Billing panel badge and the quote status column in the request list show where each request is in the billing lifecycle:
| Status | Description |
|---|---|
| Quote required | The request is waiting for staff to build and send a quote |
| Quote under review | The quote has been sent; the tenant can approve and pay, or reject it |
| Quote rejected | The tenant rejected the quote. Update the line items and send a new quote |
| Payment failing | The tenant's payment is failing but can still be retried |
| Payment failed | Payment failed, expired, or was cancelled; the request is cancelled |
| Paid | Payment completed — shows the payment date and card used |
| Refunded | Payment was refunded to the tenant's card |
What the tenant sees
When a quote is sent, the tenant sees a Pending approval billing card on the request in the HqO app, showing the total, the expiry date of the payment window, and a collapsible price breakdown of Subtotal, Tax, and Total.
- Approve and Pay — opens the secure payment dialog (card entry via Stripe) and charges the quoted total. The request moves to Paid.
- Reject — asks the tenant to confirm the rejection. The request moves back to Quote rejected so staff can revise and resubmit.
Only the tenant who submitted the request can approve, pay, or reject a quote.
After payment
Once payment completes, the Billing panel shows the amount, the payment date, and the card used, and the request's status can be updated as normal.
Refund a payment
If a paid request is cancelled, a Refund payment button appears in the Billing panel:
- Click Refund payment.
- Enter the Refund amount — full or partial.
- Click Refund to confirm.
The request's billing status updates to Refunded, and the tenant is notified.
Payment failures
If a payment fails, the tenant can retry it from the request in the HqO app. If payment ultimately fails, expires, or is cancelled, the request is automatically cancelled — check the Payment failed badge and follow up with the tenant as needed.
FAQ
Why is the Send quote button disabled? One of three reasons: the request still requires approval (approve it first), Stripe isn't configured for the building, or the quote has no line items or a total below the minimum chargeable amount.
Can I change a quote after sending it? Not directly. Quotes are only editable in the Quote required and Quote rejected states. If the tenant rejects the quote, the line items become editable again and you can resubmit.
Can the tenant reject a quote after paying? No. Rejection is only available while the quote is awaiting the tenant's decision. After payment, the path is a refund.
Where do I see payments across all requests? The quote status column in the Service Requests list shows each request's billing state. There is no separate transactions report for service requests.
Does a $0 quote still need sending? Yes, if the service type is chargeable. Sending a $0 quote closes the billing loop and confirms to the tenant that nothing is owed.
Need help?
Contact your HqO account team or email appsupport@hqo.co.
Related
- Service Requests — Receive, track, and resolve tenant service requests
- Commerce Transactions — Payments and transactions for marketplace and amenity bookings