Request payments and refunds
Record what a fan has paid for a content request, mark refunds, and record when a locked message was unlocked.
What it's for
A custom can be paid in two parts, like on the customs sheet: a tip the fan pays up front, and a locked message the fan pays for when they open it ("$900 + sent locked for $150"). The request keeps them apart:
- The tip: the amount agreed at the sale and how much of it is paid. The payment status is only about the tip.
- The locked message: its price (Sent locked for) and whether the fan unlocked it.
Price at the top of the request shows both, for example "$900.00 tip + $150.00 locked = $1,050.00". Only administrators can change payments, mark refunds and record an unlock.
The payment statuses
| Payment status | When |
|---|---|
| Unpaid | Nothing paid yet ($0.00). |
| Partially paid | Something paid, but less than the tip. |
| Paid | The full tip is paid. |
| Refunded | The Refunded box is ticked. This wins over the amounts. |
A locked message waiting to be opened never makes a request Partially paid.
The locked message
| Locked message shows | When |
|---|---|
| (not shown) | There is no locked price. |
| Not sent yet | There is a locked price, but the request isn't Sent yet. |
| Sent, waiting for unlock | The request is Sent; the fan hasn't opened it yet. |
| Unlocked | An administrator recorded the day the fan opened it. The date shows after it. |
Before you start
- You're signed in as an Administrator.
- There is a TEST request to work on.
Steps
Open the request
Click Operations → Requests, open the request and scroll to the Update (admin) card. Tip paid at the top of the page shows the current amount and status, for example "$50.00 · Partially paid".
Type the total paid so far
In Paid (USD), type the total of the tip the fan has paid until now, not only the latest payment. If the fan paid $50 and then $30, type 80.
Mark a refund
If the fan got their money back, tick Refunded.
Save
Add a Note if it helps (for example "second payment received") and click Save update.
Record that the locked message was unlocked
On a Sent request whose Locked message says Sent, waiting for unlock, find the card Locked message unlocked: "Sent locked for $150.00 and waiting for the fan. Record the day they unlocked it." Unlocked on shows today: change it to the day the fan opened it, then click Save unlock.
What you should see
- A message at the bottom right says Request updated.
- Tip paid at the top of the page shows the new amount and status.
- History adds a line such as "In progress · partially paid ($80.00 paid) · assignee Jane Example".
- After Save unlock: the message Unlock recorded., Locked message shows Unlocked and the date, the card is gone, and History adds "Locked message unlocked on 2026-10-27 ($150.00)."
A worked example for a custom video with a $150.00 tip:
| What happened | Paid (USD) | Refunded | Payment status |
|---|---|---|---|
| Sold, nothing paid yet | 0 | no | Unpaid |
| Fan paid $50 | 50 | no | Partially paid |
| Fan paid the remaining $100 | 150 | no | Paid |
| Fan was refunded | 150 | yes | Refunded |
Test checklist
Good to know
Refunds after Declined or Cancelled
On a Declined or Cancelled request you can still change Paid and tick Refunded, for example when a cancelled sale is refunded later. The status and the assignee stay as they are.
The tip can't be changed after the request is submitted. The locked price can: the person who clicks Mark sent can type the price it was really sent for. Refunded can be ticked at any status, even on a request that is still Submitted. In History, the payment status is written in small letters ("partially paid").