How to Manage Stripe Information in the BoldDesk Mobile App
Use the Stripe app in the BoldDesk mobile app to view a requester’s Stripe information directly from the Tickets, Chats, or Contacts modules. Access key details such as customer information, subscriptions, invoices, payments, and refunds without leaving BoldDesk.
To use this feature, the Stripe integration must be installed and configured in the BoldDesk web app, and the requester must have an existing Stripe customer account. For more details, explore How to Setup Stripe Integration With BoldDesk.
This article provides an overview of the Stripe integration in the mobile app, including the available information and supported actions.
Prerequisites
- BoldDesk Access
Admin rights to Admin → Marketplace and Admin → My Apps (required to install/configure Stripe in the web app). - Stripe Access:
Permission to view Developers → API keys and copy the Secret key. - Environment Selection:
Use the correct Stripe Test or Live key (do not mix environments). - Security:
Treat the Stripe Secret key as sensitive; rotate keys regularly and use least-privilege access.
Stripe Account Limits by Plan
| Feature | Scale (Legacy) | Momentum (Legacy) | Enterprise |
|---|---|---|---|
| Account limit | 0 | 1 | 5 |
- Stripe API store only lists one customer’s details because only a single customer account/record is connected to Stripe via API. However, in using the Stripe store, you can create multiple customer details which will allow you to choose between multiple customer details.
- Stripe details appear under Ticket Apps only when the ticket requester has an existing Stripe customer account.
- If the requester does not have a Stripe customer account:
- Stripe appears under Apps but no Stripe customer information is shown.
- A note icon indicates No customer found.
How to Open Stripe From a Ticket
- Open the BoldDesk mobile app.
- Open the required ticket.
- Tap the More options icon.
- Tap Apps.
- Tap Stripe.
Stores and Customer Selection
For requesters with Stripe data, the Stripe screen includes:
- Stores:
A dropdown listing available stores (for example, Stripe or API) to switch between connected stores. - Customer:
A dropdown to switch between customer names (when multiple customer names exist). This only appears if the store selected is Stripe. If you choose the store as API, this dropdown will not appear and only one customer will be listed under the Customers tab.
Customers Tab Overview
The Customers tab provides a concise overview of all users, focusing on identity, contact details, customer history, and financial standing. It helps administrators quickly manage and monitor customer information.
| Field | Explanation |
|---|---|
| Name | The full name of the customer. It helps identify and distinguish users in the system. |
| The customer’s email address used for communication, login, and notifications. | |
| Phone Number | The contact number of the customer, useful for direct communication or verification. |
| Customer Since Date | The date when the customer first registered or started using the service. It helps track customer tenure. |
| Account Balance | The amount of money available or owed on the customer’s account. It may indicate credits, pending payments, or outstanding balances. |
Subscription Tab Overview
Lists all active subscriptions (if available). The subscription is shown with the subscription ID. If you open the subscription, it displays the following information. If none exists, it shows: No subscription found
| Item | Explanation |
|---|---|
| Order Status | Indicates the current condition of the subscription (for instance, Active, Pending, Cancelled, Expired). |
| Start Date | The date when the subscription becomes active and services begin. |
| End Date | The date when the subscription is scheduled to expire if not renewed. |
| Created Date | The date when the subscription was initially created in the system. |
| Next Billing Date | The date on which the next payment will be charged for recurring subscriptions. |
| Invoice Details | A dropdown section showing all invoices related to the subscription, including billing history and charges. |
| Payment Details | Displays payment-related information such as payment method, transaction status, and history. |
| Download Receipt | Provides an option to download a receipt as proof of payment. |
| Download Invoice | Allows downloading official invoices for record-keeping and accounting purposes. |
| Refund Payment | Option to request or process a refund for a payment made. |
| Pause Payment | Temporarily suspends billing while keeping the subscription intact. |
| Cancel Subscription | Permanently stops the subscription and prevents future billing. |
Invoices Tab Overview
The Invoices tab provides a comprehensive view of all billing records. It allows users to:
- Track invoice status and payment deadlines
- Review detailed cost breakdowns
- Access and download financial documents (invoices and receipts)
Invoice Dropdown Details
| Item | Explanation |
|---|---|
| Invoice ID / Invoice Number | Unique codes used to identify and distinguish each invoice record. |
| Status | Indicates the current state of the invoice (for example, Paid, Unpaid, Pending, Overdue). |
| Due Date | The deadline by which payment for the invoice is expected. |
| Amount | The total amount charged before any breakdown (may reflect subtotal or billed amount). |
| Items | A list of products or services included in the invoice. |
| Subtotal | The total cost of all items before applying taxes or discounts. |
| Discounts | Any reductions applied to the subtotal (for example, promotional or loyalty discounts). |
| Totals | The calculated amounts after adjustments, often combining subtotal, discounts, and taxes. |
| Tax Details | Includes tax calculations such as amount excluding tax and total amount including tax. |
| Grand Total | The final payable amount after all calculations (subtotal + tax − discounts). |
| Download Receipt | Option to download proof of payment for the invoice. |
| Download Invoice | Option to download the full invoice document for record-keeping or sharing. |
How to Pause / Resume Payment
- Open the ticket → More options → Apps → Stripe.
- Open the Subscription tab.
- Click on the subscription you want to pause.
- Choose pause payment.
- You will be redirected to the pause payment collection page which displays the following information. Choose the pause duration and invoice behavior.
- Subscription ID (this is fixed; once chosen, it cannot be changed)
- Pause duration (choose from indefinite or until a custom date)
- Invoice behavior:
- Keep invoices as draft: For businesses currently offering services for free.
- Mark invoice uncollectible: For businesses currently offering services for free.
- Void invoice: For businesses not currently offering services.
- Once done, click on Pause Payment. The payment collection will then be paused. You can use the cancel button to navigate to the previous screen if you don’t want to pause payment.
- To resume payment, click on Resume Payment and confirm by clicking on Resume on the Resume Payment collection popup.
How to Cancel Subscription
- Open the ticket → More options → Apps → Stripe.
- Open the Subscription tab.
- Click on the subscription you want to cancel.
- Choose cancel subscription.
- You will be redirected to the cancel subscription page which displays the following information.
- Subscription ID (this is fixed; once chosen, it cannot be changed)
- Cancel period:
- Immediately
- At the end of the current period
- On a custom date
- Refund: You can only choose refund if you choose the cancel period as immediately.
- Once done, click on Cancel Subscription. You can use the cancel button to navigate to the previous screen if you don’t want to pause payment.
How to Download an Invoice or Receipt
Invoices can be downloaded only when the invoice status is Paid or Open. If you have an active subscription, you can also download the invoice and receipt under the subscription tab.
- Open the ticket → More options → Apps → Stripe.
- Open the Invoices tab.
- Locate the required invoice and open the invoice dropdown.
- Tap Download invoice or Download receipt. Download invoice downloads a PDF invoice and Download receipt downloads the receipt (when available).
How to View Payment Details for a Paid Invoice
If an invoice is paid, an additional Payment details dropdown appears with: Payment ID, Payment status, and Payment amount. If you have an active subscription, you can also view payment details under the subscription tab.
- Open the ticket → Apps → Stripe.
- Open the Invoices tab and open Invoice details.
- Expand Payment details (shown only for paid invoices).
Payment Details Overview
| Item | Explanation |
|---|---|
| Payment ID | A unique identifier assigned to each payment transaction. It helps track and reference specific payments associated with an invoice. |
| Payment Status | Indicates the current state of the payment (for example, Completed, Pending, Failed). For paid invoices, this is typically marked as Completed or Successful. |
| Payment Amount | The total amount that was paid for the invoice. This should match the invoice’s grand total (unless partial payments are supported). |
How to Process a Refund for a Paid Invoice
Refund payment section is only available for paid invoices. If you have an active subscription, you can also process a refund from the subscription tab.
- Open the ticket → Apps → Stripe.
- Open the Invoices tab and open Invoice details for a paid invoice.
- Click on Refund payment.
- In Refund payment, enter the refund amount.
- Select a reason (for example: Duplicate, Fraudulent, Requested by customer).
- Tap Refund payment.
- The refund amount cannot be more than the paid amount.
- After submission, you receive a refund notification.
- Refund timing and fees:
- Refunds take 5–10 days to appear on the customer’s statement.
- Stripe fees from the original payment are not returned.
- There are no additional fees for the refund.
- Stripe information from both the contact and chat modules is accessible under the apps section for each module. It functions in the same manner as it does in the ticket module except for the accessibility.
Use Cases
- Billing verification during support
An agent opens Stripe from a ticket to confirm whether the requester has active subscriptions and recent invoices. - Invoice re-send workflow
An agent downloads the invoice PDF or receipt from the Invoices tab and shares it with the requester. - Refund request handling
An agent verifies payment status, checks payment details, and submits a full or partial refund with the appropriate reason.
Troubleshooting Common Errors
Stripe app shows but no customer information is displayed
- Cause: The ticket requester does not have an existing Stripe customer account.
- Resolution: Confirm the requester’s email/identity matches a Stripe customer. If not, Stripe will show No customer found.
I can’t use Stripe in the mobile app
- Cause: Stripe is not installed/configured in the BoldDesk web application.
- Resolution: Ask an admin to install/configure Stripe from Admin → Marketplace and manage it under Admin → My Apps.
Download invoice / Download receipt is unavailable
- Cause: The invoice is not in an eligible state.
- Resolution: Confirm the invoice status is Paid or Open before attempting a download.
Refund fails due to amount
- Cause: The refund amount entered is greater than the paid amount.
- Resolution: Enter an amount less than or equal to the paid amount and resubmit.
Frequently Asked Questions
-
Why don’t I see Stripe under Ticket Apps for some tickets?
Stripe information appears under Ticket Apps only when the requester has an existing Stripe customer account. Otherwise, the app may show with no customer data. -
Can I switch between multiple Stripe stores in the mobile app?
Yes. Use the Stores dropdown to switch between available stores (for example, Stripe or API). -
What does “No customer found” mean in Stripe on mobile?
It means BoldDesk could not find an existing Stripe customer for the ticket requester in the selected store. -
Can I download invoices and receipts from the mobile app?
Yes. From Invoices, use the invoice dropdown to select Download invoice or Download receipt (available only for Paid or Open invoices). -
Where do I see payment information for an invoice?
Open the invoice’s Invoice details. For paid invoices, expand Payment details to view payment ID, status, and amount. -
Can I issue a partial refund from the mobile app?
Yes, if the invoice is paid. The refund amount must be less than or equal to the paid amount.
