Managing subscriptions: who has paid, recording, chargebacks and refunds

The Subscriptions workspace is the daily place for membership fees. At the top is a KPI strip (Open contributions, Overdue, Collected, Season budget, Recovery rate) and a season selector. Below it you pick a lens.

Where to find it

Sidebar → Finance → Finance → Subscriptions. Permission Manage billing; Stripe must be connected.

The three lenses

• Attention — what needs action, in buckets: Mandate / card issue, Overdue subscription, Overdue one-time, Authorization not completed, Starts within 14 days, Review discount and Resolved today. Per bucket: Remind all or Reassign.
• Members — the list with filters, column picker and bulk actions. Switch between Amounts and Member payment overview (a red/green month grid per member). Badges show "Covered by co-parent", "Partially covered" and "Possible duplicate"; you can sort by family.
• Money — figures and trends over the season.

Top right: Export (CSV, Excel, PDF) and quick actions (⌘K / Ctrl+K).

A member's panel

Click a member. The panel has the tabs Subscriptions (with the payment status per month), One-time, History, Reminders and Actions. Clicking an open month lets you record that installment directly. Parents have a "Family & co-parents" block. Under Reminders you also find the Payment messages the member received, with per channel (in-app, push, email) whether it arrived.

Step by step: record, credit or refund a payment

1. Open the member → Actions tab → Administration.
2. Record manual payment — for money received outside Stripe (cash, bank transfer, iDEAL link). Choose subscription, installment, amount, payment method and date. If someone overpays, choose: Cover upcoming installments, Keep as balance or Record as donation. On an automatic Stripe subscription this only works if manual booking is allowed for that subscription.
3. Credit month or year — waive an installment or the whole academic year. A negative entry is made; the amount leaves the outstanding total.
4. Process refund — choose the payment and amount. A Stripe payment goes back to the member through Stripe (SEPA takes a few business days). A payment outside Stripe only gets a counter-entry; you return the money yourself. With Record administratively only no money goes back through Stripe.
5. Collect again — after a chargeback. A chargeback is final; a new collection is created for the same installment. Talk to the member first: an account without funds often fails again, and that costs fees again.

Step by step: pause, cancel or delete

1. Member → Actions → Lifecycle management.
2. Choose the subscription and an action: Cancel, Pause, Resume, New authorization link (if the member did not complete the authorization) or Permanently delete (only for a cancelled subscription).

Several members at once: lens Members, tick the members and click End… in the bar at the bottom. Choose End or Delete permanently (only subscriptions that have already ended), optionally one Plan, tick I understand this cannot be undone and confirm. A running Stripe direct debit stops immediately and authorization links already sent stop working; nothing is refunded automatically and payments are kept. You see per subscription what succeeded and what failed. This requires Manage billing.

Step by step: send a payment message

A payment message sends one or more parents or members your own text by email and in the app, optionally with a payment link or a catch-up payment — for example when a plan was assigned from October while September also had to be paid. It is separate from the automatic reminders.

1. Open it in one of three places: member → Actions → Send message; the Members lens, tick members → Message in the bar at the bottom; or the Attention lens → Message to all on a bucket.
2. Check the Recipients: per person what is open, overdue months, months before billing starts, whether the authorization is still open and whether someone can be reached. Include linked parents also sends it to the co-parents; their text shows the family's amounts.
3. Under Start with… pick a standard text (Catch-up payment, Overdue membership fee, General message) or a template and edit the text. Save as template keeps it in the category Finance (payment messages); the subject becomes the name.
4. If recipients read another language, it appears under Languages. Translate automatically uses Aqlemy's own translation server; you can edit every translation afterwards. If you change the main text, you can only send after Translate again or Translation is still correct. Without a translation they get the main language.
5. Optionally fill in a Payment link (optional), https only. Recipients always see the domain, for example "Pay here (tikkie.me)". You get a warning for an unknown payment domain, a domain with xn--, an IP address and a Stripe payment page (it expires).
6. Optionally turn on Also create a payment in the app (catch-up payment): description, amount (up to € 10,000) and due date (default in 14 days). The chosen people — not the linked parents — get a one-time payment with a Pay button in the app.
7. Choose Email and/or App (notification + push), check Preview or send Test to myself, and click Send. You see per person whether app, push and email succeeded.

The subject also appears in the push notification on the lock screen. That is why the subject can only contain the payment title, due date and organisation name; names and amounts belong in the text.

Payment authorization not completed

If someone with an automatic subscription has not yet given permission (SEPA direct debit, iDEAL or card), that member's Actions tab shows the block Payment authorization not completed.

• Send authorization request — in-app notification, push and email to the holder and the linked parents, with a fixed authorization link. It does not expire: on every click the platform creates a fresh Stripe payment page. Once per 10 minutes per subscription.
• Copy link — the fixed link, to forward yourself.
• Several members at once — lens Members → filter Authorization open, select the members and click Authorization request (n) (the first click asks for confirmation). Or in lens Attention the bucket Authorization not completed → Authorization request to all. Only members with an open authorization receive it. That bucket sits next to Overdue subscription: someone who never completed the authorization is usually also behind.
• When was it sent? Below the name you see authorization request with the date of the last request (manual or automatic) and how often, or authorization request not sent yet.
• Automatically: in Reminder settings under Scope turn on Payment authorization not completed (day 3, 7 and 14) (off by default). The request then goes out on day 3, 7 and 14 after the assignment, up to the configured maximum; no email during quiet hours.
• Lifecycle management → New authorization link creates a new Stripe payment page (previously opened ones stop working) and shows the fixed link with the Send authorization request button.

In the app the parent taps Give permission under Payments; that also creates a fresh payment page.

Member chooses the number of installments: if you chose Member chooses when assigning, the member first chooses the number of installments — in the app under Payments or on the page behind the authorization link — and only then gives the authorization. Without a choice no authorization can be given. Only numbers that fit in the remaining season are offered, with the amount per installment. Until the authorization is given the member can still change the choice.

Reminding

Use Send reminder on a member, or Remind all in the Attention lens. You remind per obligation; by default only overdue ones are ticked. If the maximum is reached or the member has paid meanwhile, nothing is sent and the result says so.

I can't see it / it doesn't work

• "Manual payment" is greyed out. The subscription is collected automatically through Stripe; those payments come in via Stripe.
• Resume or Permanently delete is greyed out. Resume only works on a paused subscription, delete only on a cancelled one.
• "Send message" or "Message to all" is missing. Besides Manage billing you need the permission Send payment messages; an admin with Manage admins grants it.
• "Send" is greyed out in the message. A subject, text or channel is missing, the payment link is not an https link, or a translation is out of date (see Languages).
• "Cash received" and "Account numbers" are missing from the panel. They exist only for members (member role) with an administrative subscription; see Member bank matching and cash.

Frequently asked questions

Where do I see which months a member has paid? In the member's panel (Payment status per month) or in the Members lens via Member payment overview.

Can I delete a payment? No; you correct it with a credit or a refund, so the history stays correct.

Does the authorization link expire? No. The link in email and app points to the platform; only after the click on the button does the platform create a Stripe payment page. A Stripe payment page itself expires after 24 hours — so never forward one.

Can I recall a payment message? No. A catch-up payment you created with it is managed afterwards as a one-time payment (Manage → One-time payments).