## Overview

The **Charges** area is where you track and manage everything that has been billed. It has a
**searchable, paginated list** (search, created period, **status**, **gateway/connection**, sorting and
a toggle to show **archived** charges), **per-row actions** on each charge (view, edit, fix customer and links, send to conversation, refund, mark as paid,
cancel, archive, restore, delete) and a **floating bulk-action bar** that appears when you select
several charges at once.

The goal is **reconciliation**: keeping every charge's status consistent with reality — reflecting
what the gateway confirmed as well as the payments you received outside the platform.

## Prerequisites

- The **Payments** module enabled and at least one **connected gateway** (see *Connect a gateway*).
- Charges already created (see *Create a charge and send it in the conversation*).
- To **delete permanently** and to use the financial **bulk actions**, you need **admin** permission.

## Step by step

**1. Filter and open a charge**

1. Open **Payments → Charges**.
2. Search by description, gateway id/external reference, customer name/email or connection name.
   Combine it with **status**, **connection**, and the created period in the account timezone.
3. Sort by created date, due date, amount, status or description; turn on **archived** to see the
   bin. Every active control appears as a removable chip, and the URL preserves the page, filters
   and sorting so you can return to or share the same view.
4. Click a charge to open its details. The primary action follows the available artifact: hosted
   page, boleto or PIX copy-and-paste; a manual charge remains auditable even when it has no link.
   The address now includes the open charge: you can arrive through an Order or Commission shortcut,
   reload or share the details, and keep the previous filters when you close it.
5. Use **Export CSV** to download the full filtered scope, not only the visible page. When charges
   are selected, the file contains only that selection. On small screens, dense controls move into
   the **Filters** panel and each charge becomes a readable card instead of a horizontal table.

**2. View the status timeline (audit)**

1. In the charge details, open the **timeline** tab.
2. Every event (created, paid, refunded, canceled, updated) is recorded **immutably**, with the
   responsible agent, the timestamp and the justification entered — it is the charge's auditable
   financial history.

**3. Fix customer and links without editing financial facts**

1. From the row or details, use **Fix the sale customer and links** when the contact is missing or wrong,
   including on a paid charge whose financial fields can no longer be edited.
2. Choose an existing contact or propose a new one with a name and at least an email, phone, or document.
   Also review the order, recovery event, organization, deal, and conversation reached by the same sale.
3. Generate the preview and check conflicts, history, and any owner/affiliate impact. Credit or commission
   changes require explicit confirmation. Apply is transactional and audited.
4. This action never changes amount, status, settlement, due date, or gateway ID. Use the corresponding
   financial operation or correct the source for those facts.

**4. Mark as paid manually (and undo)**

1. For a payment received **off-gateway** (cash, direct PIX to the account), use **Mark as paid**.
2. Enter the **justification** (required) — it is stored on the audit event.
3. The charge becomes **paid**. Available only for charges that are still **open** (pending, awaiting
   payment or overdue) and on gateways that support manual settlement.
4. To reverse it, use **Undo manual settlement** — it only works on a charge **you** settled manually;
   it goes back to pending/overdue. A justification is required here too.
5. When the orders registry is enabled, the charge automatically updates its linked order. A gateway-backed
   order preserves the audit trail and must be managed through its source charge. For card payments, the
   charge may remain **confirmed** while the order already appears **paid**: the customer completed payment,
   while the gateway has not made the balance available yet.

**5. Cancel (open) vs refund (paid)**

1. Use **Cancel charge** while the charge is still **open** (unpaid): the customer can no longer pay it.
2. Use **Refund** once the charge is **paid**: choose **full** (returns everything) or **partial**
   (enter the amount). You can refund partially more than once, up to the full amount.
3. A partial refund keeps only the remaining net revenue in the order and reports; a full refund reverses
   all revenue. In both cases you can record a **reason**, which is kept in the audit trail.

**6. Resend in the conversation**

1. Use **Send to conversation** and pick the target conversation.
2. The payment card reappears for the customer inside the conversation window.

**7. Archive → restore → delete permanently**

1. **Archive** removes the charge from the default list without deleting it (it goes to the archived
   bin).
2. **Restore** brings an archived charge back to the active list.
3. **Delete permanently** removes it for good — only allowed for charges that are **archived** and
   **not settled**; paid/refunded charges are kept for audit and can never be deleted.

**8. Bulk actions**

1. Select several charges; the **floating bar** appears with the count.
2. In the active list (admin): **mark as paid**, **cancel** and **refund** (full only), plus
   **archive**.
3. In the archived list: **restore** and **delete permanently** (admin).
4. Every bulk action is **best-effort**: the result says how many were processed and lists the ids
   that failed. Only failures remain selected for review or retry; no requested item silently
   disappears from the result.

## Settings & options

### Charge plans and payment books

A charge plan groups the installments of one sale. The contracted total and the amount received are different: paying one installment does not settle the whole plan. Each installment keeps its own due date, payment and history.


- **Per-row vs bulk action**: the same operation exists individually on each charge and in bulk over
  the selection.
- **Permissions**: **delete permanently** and the financial **bulk actions** (mark as paid, refund,
  cancel) and the **bulk delete** are restricted to **admins**.
- **Bulk refund = full only**: a **partial** refund exists only as a per-row action.
- **Delete requires archiving first**: a permanent delete is always a deliberate two-step (archive,
  then delete).
- **Export**: honors search, date window, filters and the current selection; text cells are
  protected from being interpreted as formulas by spreadsheet software.
- **Edit vs fix links**: editing remains subject to charge status and gateway rules. Fixing links is a
  separate association-only operation, including for settled charges.

### Local scheduling and payment-book state

Local scheduling is a foundation capability available only in the fictitious-processor laboratory in this release. It is not enabled for Asaas or Mercado Pago. Its schedule separates projections from issued installments: only an installment with a confirmed identifier becomes a charge. The payment book includes existing instruments and identifies projected installments.

The document can be **pending**, **ready**, **failed** (retry available) or **unavailable** for the connection. Failure does not indicate a receipt and should not trigger a duplicate charge. The public page shows the instruments of an available charge; its status may lag until the next platform update.

## Use cases

- **Reconcile a PIX paid off-platform**: mark the charge as paid with the justification, keeping the
  history consistent.
- **Clean up test charges**: bulk-archive them, then permanently delete the archived ones.
- **Refund in bulk**: select the paid charges and refund them in bulk (full).

## Tips, limits & best practices

- **Cancel** only applies to open charges; for a paid charge, the path is a **refund**.
- **Installments are set when the charge is created.** On an issued charge you can change the payment method, the due date, the amount through the discount, the description and the payment terms; you cannot switch between single payment and installments, or change the number of installments. That is a gateway limit: Asaas' charge update does not accept the installment count and has no endpoint to re-shape an existing plan, and Mercado Pago does not edit a charge at all. To change installments, cancel it and create a new one.
- **On an installment of a plan**, editing changes only the late fee, interest and early-payment discount, and it applies to the plan's open installments.
- A **refund depends on the gateway** — the type (full/partial) and the time to return the money
  follow the provider's and payment method's rules.
- The **webhook remains the source of truth**: manual settlement is for what was paid off-gateway; the
  gateway's own payments arrive and update the status on their own.
- **Undo manual settlement** only works on what **you** settled manually — it is not the way to
  reverse a real gateway payment (use a refund for that).
- When the amount is correct but the customer, order, or recovery event is wrong, use **Fix customer and
  links**; do not cancel or refund merely to repair an association.

## Troubleshooting

- **"I can't delete it"**: the charge must be **archived** first; and **paid/refunded** charges are
  never deleted (kept for audit). Archive it instead of trying to delete.
- **"Undo unavailable"**: a manual settlement can only be undone the same way — only a charge **you**
  marked as paid manually (on a compatible gateway) can be reverted.
- **"Mark as paid unavailable"**: the charge is not open, or the gateway does not support manual
  settlement.
- **"Edit is unavailable on a paid charge"**: settled financial facts are immutable. To change only the
  customer, organization, deal, or conversation, use **Fix the sale customer and links**.
- **A bulk action skipped some charges**: that is expected — ineligible ones (incompatible status or a
  gateway without the capability), missing ids and items outside the permitted view appear as not
  processed and remain selected for review.
- **The list did not load**: use **Try again**; if it keeps failing, check connectivity to the server.
- **The shortcut opened the list but not the details**: confirm the charge belongs to the same account and
  your role can read it. The address parameter never expands permissions.

### Digitable line after editing a bank slip

When an Asaas bank slip amount or due date changes, the platform reads the current digitable line before presenting it again. If that read fails, the previous code becomes unavailable. Wait for the provider read and generate the payment book again when needed; do not reuse a code from an old message or PDF. Refreshing document fields does not change the charge amount or financial status.

## See also

- [Payments overview](/hc/ajuda/articles/payments-overview-en)
- [Create a charge and send it in the conversation](/hc/ajuda/articles/payments-criar-cobranca-enviar-na-conversa-en)
- [Refunds, webhooks and reports](/hc/ajuda/articles/payments-reembolsos-webhooks-relatorios-en)
- [Connect a gateway: Asaas and Mercado Pago](/hc/ajuda/articles/payments-conectar-gateway-en)

- [Charge plans and payment books](/hc/ajuda/articles/payments-planos-de-cobranca-en)

- [Public payment page](/hc/ajuda/articles/payments-pagina-publica-de-cobranca-en)