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Client says they paid but the invoice still shows Sent

If they paid by card through your connected Stripe account, Clarely marks the invoice paid automatically — give it a moment, and if it’s been more than a few minutes see Card payment problems. For any other method — Venmo, Cash App, Zelle, cash, or check — Clarely doesn’t detect the payment on its own. You need to mark the invoice paid manually.
  1. Open the invoice in Clarely
  2. Tap Mark as Paid
  3. Enter the amount received and the date
  4. Tap Save
The invoice moves to Paid status once you record the payment.

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Client can’t figure out how to pay

The invoice page shows your configured payment options with tap-to-copy buttons, plus a Pay by card button if you’ve connected Stripe. If a client is confused:
  • Make sure you have at least one payment option configured in Settings → Invoicing. If none are set up, the invoice page won’t show any payment options.
  • Confirm you’re using the correct Venmo username, Cash App cashtag, or Zelle contact. A single typo means payments go to the wrong place or fail.
  • If the client wants to pay by card and you haven’t set that up, see Connect Stripe.

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Client paid the wrong amount

Record the actual amount received. Open the invoice and tap Mark as Paid. Enter exactly what was received and save. Follow up with the client for the difference, then record the remaining payment when it arrives. This means the invoice’s public link isn’t resolving. A few things to check:
  1. Make sure the invoice was actually sent — it needs to be in Sent status. Open the invoice and check. If it’s still in Draft, tap Send Invoice.
  2. If the invoice was sent correctly and the link still fails, contact support@clarely.co with the invoice number.

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I need to issue a refund

If the client paid by card through your connected Stripe account, issue the refund from your Stripe dashboard — then go back to the invoice in Clarely and update its status yourself, since a Stripe refund doesn’t change the invoice automatically. For any other method, refunds happen through the same app the client used to pay:
  • Venmo — open the Venmo app and send them the refund amount
  • Cash App — open Cash App and send them the refund
  • Zelle — send a Zelle transfer back to their registered contact
Clarely doesn’t record these refunds automatically. Once an invoice is marked paid, update it yourself if you issue a refund outside Stripe.

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Still stuck?

Email support@clarely.co with your invoice number and a description of the issue.