Payments Overview

This guide covers how payments work on MemberZone and what you see on your Payments dashboard. For specific topics, see the detailed guides:

• Failed Payments and Retries - What happens when a payment fails, failure categories, and retry options
• Issuing Refunds - The refund sidebar, partial refunds, restocking, and edge cases
• Payouts - Payout schedules, statuses, and Stripe integration

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Getting to Payments

Navigate to Dashboard → Payments in the sidebar (under the Business section). The page header shows Payments with the description "Manage your payment history and payout settings" and a Business-wide badge.

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Payments Page Tabs

The Payments page has two tabs below the header:

• Payouts - Revenue overview, balance information, and payout history
• Transactions - Searchable, filterable list of all payment transactions

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Transactions Tab

Navigate to Dashboard → Payments → Transactions.

Search and Filters

At the top of the tab, a filter bar contains:

• Search field - Search by description, customer name, or email
• Status chips - Filter pills: All, Succeeded, Failed, Refunded, Pending (each with a count)
• Type filter - Dropdown: All Types, Memberships, Other
• Export button - Download filtered transactions as a file
• Refresh button - Re-fetches the latest transaction data from Stripe

Transactions Table

The table shows all payment transactions with sortable columns:

Column	Description
Status icon	A colored circle indicating the payment status
Transaction	Description of the charge (e.g., membership name, order type)
Customer	Member name and email
Related to	The club, membership or program the payment belongs to (blank when none)
Amount	Dollar amount

Click any row to open the Transaction Detail Sidebar, showing the full breakdown (subtotal, customer fee, platform fee, net payout).

The platform fee in the breakdown (and in the export) is the fee actually collected on that charge, so it matches your Stripe payouts. If your MemberZone rate has changed over time, each charge shows the rate that applied when it was charged, not today's rate. A charge that hasn't been collected yet shows an estimate until it is.

A failed charge shows the bill it belongs to. While that bill is still unpaid, the sidebar footer has a Retry payment button (needs the Manage Billing permission): it opens the same Retry payment sidebar as the member sidebar, where you charge a saved card or enter a new one. Once the bill is paid, the button goes away. See Failed Payments and Retries.

When the transaction history exceeds 10,000 records, an amber banner appears noting the limit.

Exporting Transactions

Export opens the Export transactions sidebar ("Reconciled to your Stripe payouts"). Pick Excel or CSV, a Date range, and optionally programs, tiers, status and type, then start the export. For Excel, choose an Accounting basis: Accrual (filter by sale date; refunds recognized when issued, including refunds of older sales), Cash - bank deposits (filter by payout date; ties to each deposit) or Cash - transaction window (filter by charge date; refunds stamped to the deposit they settled in). It runs in the background and downloads when it's ready.

Dates follow your business's calendar:

• The Date range covers whole days in your business's time zone: from 12:00 AM on the first day to 11:59 PM on the last.
• Sale, charge and refund dates and times in the file read on your business's clock, wherever the person exporting is.
• Payout arrival dates are the day Stripe reports for the deposit, and the Cash - bank deposits basis filters by those days.

See Time Zones.

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How Payments Work

MemberZone uses Stripe Connect for all payment processing. Every payment from your members flows through your own connected Stripe account - MemberZone never holds your money directly.

Your Stripe account is created the first time you click through to connect Stripe (Continue to Stripe in your launch plan's Turn on payouts step, or Connect with Stripe on the Payments page), not when you sign up. It's opened in your business's country, and you finish Stripe's own setup from there. Any program you published before connecting gets its Stripe prices automatically once the account exists.

Once your Stripe account is connected and charges are enabled, you can accept payments. If charges are not enabled (for example, if Stripe needs additional verification), payments cannot be processed until that is resolved in your Stripe dashboard.

Your Currency

Your members are charged in your business's currency, which follows your business's country:

• United States - US dollars (USD)
• Canada - Canadian dollars (CAD)

That covers everything members pay you: membership dues and signup fees, release and store charges, invoices and payment links, gift cards, and the amounts in their emails and receipts (CAD shows as CA$). MemberZone's own bill to your business (your platform subscription and any MemberZone invoices) is always in USD.

Your country comes from your primary location's address when your account is created. Only MemberZone staff can change it, and only before your business has taken any payments, because charges, saved cards, subscriptions and gift card balances can't move to another currency. If your country is wrong, contact MemberZone support before you connect Stripe or take a payment.

Payouts Activation

Receiving payouts requires two things:

1. Your Stripe Connect account must be verified and have payouts enabled in Stripe.
2. MemberZone must have payouts enabled for your business group. This is enabled by MemberZone staff after your Stripe account is fully verified. Until then, transactions are processed normally and accumulate on your Stripe balance, but no payouts are scheduled.

If you've completed Stripe verification but still don't see payouts being scheduled, contact hello@thememberzone.com.

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Payment Types

MemberZone processes several types of payments:

• Subscription payments - Recurring charges on a schedule for subscription club members
• Release payments - Charges triggered when you create a release
• Ecommerce payments - One-off purchases through your online store
• Enrollment payments - Initial charge when a member first joins
• Enrollment fees - Optional one-time fee charged when a member joins
• Checkin payments - Charges associated with member check-ins at locations
• Refunds - Money returned to a member for a previous charge (see Issuing Refunds)

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Custom Charges and Promo Codes

To bill someone a one-off amount that isn't a catalog product (a private event, a balance, a special order), click Create order on the Orders page and choose Custom charge. You can also start one from a contact's sidebar on the People page, with the customer already filled in. Add line items, choose the location (it sets the tax), then Charge now with a saved or new card, or Send payment link.

A custom charge can take a Promo code:

1. Type the code in the Promo code field and apply it.
2. The code is checked for this customer: its start and end dates, total uses, uses per customer, minimum spend, and any item restrictions. If it doesn't apply, the field says why and nothing is taken off.
3. When it applies, the totals show a Promo (CODE) line with the discount. Tax and fees are worked out on the discounted amount.

Only codes that work on store orders can be used (codes set to apply to Store orders or Store & programs on the Discounts page). A per-item code discounts the most expensive eligible items first, up to its maximum uses per order. A percentage code with a Max discount amount never takes off more than that amount, spent on the most expensive items first; this is the same rule a reward's Maximum discount follows (see Rewards and Discounts). A code that would bring the charge to $0.00 is refused, since there would be nothing to collect. Prepaid credit top-ups can't take a promo code.

A sent invoice holds its use of the code while it is unpaid, so a once-per-customer code can't also be used somewhere else in the meantime. The use is recorded once, when the invoice is paid.

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Fee Structure

MemberZone offers two pricing models depending on your program's size:

• Starter and Growth (volume-based) - No monthly fee; a small percentage is taken from each transaction, and the rate drops as your volume grows
• Enterprise (flat monthly rate) - The highest-volume programs pay one predictable flat monthly rate based on revenue and member count, instead of a per-transaction percentage
• No add-on modules - Every feature is included from day one on every plan

For specific rate details, contact hello@thememberzone.com.

Customer Processing Fee

You can optionally pass a processing fee on to your members. This is added on top of the subtotal. You decide how much (if any) to pass along. Fee settings are configured at the business group level. Members see this fee clearly at checkout and on invoices when it applies.

Card on File for the Rewards Program

If you run a loyalty program, its customers can save a card on file for POS pay-on-file transactions at your locations. This is separate from the card used for club, membership or program billing. See Loyalty Program for details.

State Sales Tax

Sales tax is configured separately on the Taxes & Fees page - every charge runs through your per-state tax profiles before reaching Stripe. See Taxes & Fees for setup.

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Charged Subtotal, Current Total, and Fulfillment Adjustments

Each order that has been charged tracks two dollar figures:

• Charged Subtotal - The dollar amount the member was actually charged when the order moved to Charged. This is an immutable snapshot taken at charge time and never changes after the fact.
• Current Total - The live total based on the order's current items, taxes, and shipping. If items are added, removed, or the fulfillment method is switched after the charge, the current total moves but the charged subtotal does not.

The difference between current total and charged subtotal is the Fulfillment Adjustment - the amount that would be reconciled at fulfillment time (additional charge if the order grew, refund if it shrank). The Reconciliation Preview banner in the fulfillment sidebar shows this delta before staff confirms Mark Fulfilled, so there are no surprise charges at the till.

Staff can waive a fulfillment adjustment when the delta is immaterial, the member is being given a verbal credit, or the order should be closed with the original charge intact.

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Release Charge Run History

For release-club charges, every bulk charge run is recorded with a status (Running, Completed, Failed, Interrupted), aggregate counts (successful, failed, skipped), and now a run-level error message when a run terminates unexpectedly (Stripe outage, server restart mid-run). You'll see the error message in the Charge Progress modal and in the Charging History expander on a release - distinct from per-member error messages - so it's clear whether a run died for infrastructure reasons or simply finished with some declined cards.

See Releases for the Charge Progress modal details.

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Payment Retry Routing

Every failed payment is tagged with a retry action so the dashboard and member portal know exactly how to recover it (subscription invoice, release charge, selection upgrade, or not retryable). See Failed Payments and Retries for the full breakdown and which retries are member-only vs staff-runnable.

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Cross-Business Member Payment History

When a member belongs to clubs at multiple business groups (e.g., an owner who runs two distinct brands), each business group only sees the payments associated with their own Stripe Connect account. MemberZone's member portal pulls the same data scoped per business group so members can see all their payments without cross-business leakage.