Overview
When you reconcile Stripe payouts, the name on the payment is not always the student on the session. In Hovn, the customer on the order is who paid, and the student on the booking is who is registered for the class. Those can be different people.
Available for: Service Provider Admins
Quick mental model
Matching Stripe payment → Orders → Bookings → Session
Starting from a session or roster: Session or Booking → Go to Order → Ordered By
Common mistake
Searching Bookings with the payer's email when someone else paid for the student. Use Orders instead — Bookings search matches student name or email only.
When to search Orders vs Bookings
Orders — You have a payer's name or email from Stripe. Search: order number, name, email, or coupon code.
Bookings — You know the student on the class. Search: reference number, student name, or email.
How to find an order from a Stripe payment
Step 1: Open Orders
Log in to your Hovn admin dashboard.
Click Orders in the left sidebar.
Step 2: Search by the payer's email
In the search box, type the email address from Stripe.
Press Enter or wait for results to load.
Step 3: Open the order
Click the order number in the results.
On the order page, check Ordered By — this is who paid.
Scroll to Bookings to see which student(s) are registered.
Tip
The order date may differ from the class date. If you filtered by session date in Bookings, switch to Orders and search by payer email instead.
How to see who paid for a booking
From a booking
Open the booking from Bookings or a session roster.
Click Go to Order.
The customer on the order page is who paid.
From a session
Open the session page.
Go to the Orders tab.
When someone other than the student paid, you'll see Ordered By: with the payer's name.
Example scenario
Stripe shows a payment from one person on April 11, but they do not appear on any session roster that day.
Go to Orders (not Bookings).
Search for the payer's email from Stripe.
Open the matching order.
Under Bookings, see the registered student — even when someone else paid.
Troubleshooting
I searched Bookings and found nothing
I searched Bookings and found nothing
Search Orders with the payer's email, not Bookings. Bookings only matches the student name or email.
I searched Orders and still cannot find the payment
I searched Orders and still cannot find the payment
Use the payer's full email exactly as it appears in Stripe.
Clear date filters — the order may not match the class date.
Confirm you are in the correct service provider account.
Stripe shows a payment but the order is not Paid
Stripe shows a payment but the order is not Paid
Open the order and review the Payments section. For refunds, see How do I issue refunds on orders?.