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New An online payment is unallocated when your customer paid through Stripe but the payment couldn’t be recorded against the invoice: the invoice was deleted, its currency changed while the customer was paying, or a matching payment on it was deleted first. The money stays in your Stripe account, and the invoice can’t take another online payment until you decide what happens to it. A banner on Invoices, and on the invoice itself if it still exists, counts the payments waiting. Click Review payments to see each one with its amount, the date it arrived and why it wasn’t recorded. Owners and admins resolve them; other members see the list only.

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Apply it to the invoice

If the invoice still exists and is back in the payment’s currency, click Apply and confirm. The payment is recorded against the invoice as a Stripe payment and counts toward what the customer has paid. Like any online payment, only a refund can reduce it. If you already refunded any of the payment, for example from your Stripe Dashboard, Apply can’t record it. Keep it instead, with that as the reason.

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Refund it

Click Refund and confirm. Stripe returns the full amount to your customer. Fees charged on the original payment aren’t returned.
You can’t cancel a refund once you confirm it.
If Stripe doesn’t confirm the refund, the payment shows Refund pending. Click Retry refund to finish it; retrying completes the same refund and never refunds twice. If Stripe refuses the refund, for example because you already refunded the payment in your Stripe Dashboard, the payment stays on the list: keep it, with that as the reason. If Stripe accepts the refund and later reports it failed, the payment comes back to the list so you can decide again.

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Keep it

Click Keep, enter why you’re keeping the money, and click Keep payment. The payment leaves the list with your reason recorded, and the invoice can take online payments again.
Last modified on September 28, 2026