Take booking payments
Paid resources can be settled three ways in HqO: with credits you allocate to tenants, by card through Stripe, or on account for you to invoice later. A building can run one, two or all three. This guide answers the questions property teams actually ask about each — where's the money, how do I charge someone, how do I let someone off, how do I bill.
Before you start
Which payment models your building uses, which resources cost what, and the cancellation and refund rules are all setup — see Payments in Resource Booking or ask your Customer Success Manager. This guide assumes they're in place.
| Model | The tenant… | You… | Money lands in |
|---|---|---|---|
| Credits | spends from a balance you gave them | allocate and top up balances, and read the usage report | nowhere — credits are a building currency you define |
| Card (Stripe) | pays at booking time, card saved for next time | see the record in HqO; refunds are automatic, payouts and fees are in Stripe | your Stripe account |
| Account (invoice) | chooses Invoice at checkout and pays nothing in the app | export the transactions and bill through your own process | your own accounts, when the tenant pays your invoice |
If Commerce → Credits or Commerce → Transactions isn't in your menu, your role or your building's setup doesn't include it yet — ask your Customer Success Manager.
Credits
Tenants see their balance in the app in real time and choose credits at checkout. You manage balances from Commerce → Credits.
How do I give a tenant credits, or top them up?
- Commerce → Credits, Credits management tab, Assign credits.
- Pick the Tenant and Building, then Add allocation and enter the number of Credits — for all resources or only specific ones.
- Optionally add a Description ("Q3 amenity credits") — it shows on the row later and saves you guessing — and an End date for when the credits expire. The Start date defaults to today.
- Assign. With today's start date, the balance updates immediately.
Credits can also renew on their own: in the Schedule section, switch on Enable recurring credits, pick a Frequency (weekly, monthly, quarterly or yearly), and tick Allow credit rollover if unused credits should carry over to the next cycle.
Where do I see the credits a tenant paid for a booking? On the booking: Operations → Resource Booking → Requests tab, Price and Paid by columns. Across bookings: Commerce → Credits → Usage report, filtered by tenant and date.
How do I book for a tenant and charge their credits? Book on their behalf and choose Credits as the payment method. It reads Credits (not available) if the tenant has no credits they can use on that resource or the resource has no credit price, and Credits (not enough credits – N available) if their balance doesn't cover it.
How do I book for a tenant and not charge them? Same booking panel, choose Waive payment. The booking is confirmed free. Use it for VIPs, goodwill after an issue, or your own team's use.
How do I track how credits are being used? The cards at the top of Commerce → Credits — Credits (used out of everything assigned, and what's left), Transactions and Active users in the last 30 days, Total tenants and Top tenant. The Usage report tab is booking-by-booking, filterable, and downloads as a report.
How do I show a tenant their usage? They see their balance in the app. For a statement, filter the Usage report to their company and date range and download it.
Can I take credits back? Yes — on Credits management, click the tenant's name to open Edit credits, lower the amount and Save, or use Delete in the row's ⋮ menu to remove that credit entirely. Expired credits can't be spent and stay in the table with the status Expired.
Card payments (Stripe)
The tenant enters a card in the app at booking time; it's charged immediately and saved for next time. The money goes to your building's Stripe account.
Where do I see what a tenant paid? The HqO record is on the Requests tab — Price and Paid by columns. The payment itself, the payout and any fees are in your Stripe dashboard.
Can I book for a tenant and take their card? No. When you book on someone's behalf the payment method offers exactly three choices — Credits, Invoice, or Waive payment — and they only become selectable once you've picked the tenant and set a date and time. There's no card entry on the admin side. If the tenant needs to pay by card, they book it themselves in the app; if that's not possible, waive it or invoice it.
How do refunds work? Automatically. If the tenant cancels before the resource's late-cancellation window, the card is refunded in full; inside the window (if the resource allows late cancellations), they get back the refund percentage set in its cancellation policy. Either way they're emailed with what was refunded. If you cancel for them inside the window, you choose whether to charge the cancellation fee or waive it, which refunds them in full. A booking released because nobody checked in (No show) isn't refunded. The window and refund rules are set per resource — see Cancellation policy to check what a resource allows.
How do I reconcile card bookings? Export the Requests tab for the period and match it against Stripe. Card-paid bookings don't appear on Commerce → Transactions: for resource bookings, that page lists only bookings paid on account.
Account-based payments (invoice)
Eligible tenants — you decide which — see Invoice as a payment option at checkout. Nothing is charged in the app; HqO records the transaction for you to bill.
Where do I see what a tenant owes? Commerce → Transactions, with Type set to Resource Booking. A booking paid on account appears there once it has ended; each row shows the resource, who booked it, building, tenant, date and price.
How do I bill at the end of the month?
- Filter by Tenant, set Type to Resource Booking, and set the Date range to your billing period.
- Click the download icon to export the CSV.
- Bill through your normal process — rent statement, invoice, whatever your building does.
The Exported column then shows the date and who exported each row, so the next person can see what's already been picked up.
How do I book for a tenant on account? Book on their behalf and choose Invoice. It reads Invoice (not available) if that tenant isn't enabled for account-based payments, or if the resource only has a credit price — enabling tenants is setup.
How do I waive a charge? Waive payment when booking, or cancel the booking and waive the penalty. Either way nothing lands on Transactions.
How do I share a statement with a tenant? The filtered export from Transactions is the statement.
FAQ
Why does a payment method say "not available"? For Credits: the tenant has no credits they can use on that resource, the resource has no credit price, or credits aren't switched on for your building. For Invoice: the tenant isn't on the list of companies allowed to pay on account, or the resource is priced in credits only. Both are configuration, not a fault — see who set up payments for your building.
A tenant used credits and paid by card for the same booking? Not in one booking — a booking is settled one way. Check the Paid by column on the Requests tab for which.
Can I run credits for meeting rooms and card for the rooftop? Yes. Payment models are enabled at building level, prices are set per resource, and a resource can have a credit price, a cash price, or both.
Where are service request payments? Not in this guide — quotes and payments for chargeable service requests are handled on the request itself; see Handle service requests. Paid ones also show on Commerce → Transactions under the Service Requests type.
Where to find the analytics
- Credits — the dashboard cards and Usage report on Commerce → Credits.
- Card — Stripe for money; the Requests tab export for the HqO side.
- Account — Commerce → Transactions, exported per period.
- All of it — the Revenue column on the Events list covers paid events. Intelligence → My Portfolio Analytics → Features → Resource Booking shows net revenue by resource type and the credits each tenant has redeemed, and the Commerce tab under Portfolio Analytics covers payments and credits across your portfolio.
Related
- Manage bookings — the booking loop this sits inside
- Credits — dashboard, use cases, expiry
- Transactions — the account-based ledger
- Resource Booking — Payments — enabling card and account-based payments, and cancellation policies