Event totals and payments
An event's total is its line-item subtotal minus discount plus tax. Deposit required is the requested upfront amount, not proof of payment. Deposit Paid (completed payments) reflects completed payment amounts applied to the event. Legacy/manual deposit values are separate historical fields. The Payments tab shows gross charged, processing fee, tip, applied amount, payment status, and remaining balance.
Payment fees and balances
For a card payment, gross charged can include the event payment, processing fee, and tip. Those are not all applied to the booking balance. Pending, failed, deleted, or refunded payment records must not be treated as newly completed payments. A displayed discrepancy needs the event number and the amounts/statuses shown, not the client's card details. Support chat cannot charge a card, refund, alter payments, or verify processor settlement.
Contracts, invoice documents, and e-signature
On an event, Messages / Forms can generate documents from templates and show generated forms and message history. The Contracts and Invoices pages are separate record lists. The E-Signature page (/e-signature) supports uploaded PDFs, recipients, and placed signing fields. These workflows are distinct; do not claim a template is a DocuSign integration or that every generated invoice requires signing.
Voiding and history
Where an individual generated contract has a Void action, use that specific record rather than deleting the event. Explain the action before the user performs it. Support chat cannot void, delete, resend, or sign documents. Historical document snapshots may differ from the current event. Do not propose regenerating signed or historical content to make it match today's event fields.
Message templates and discounts
Review the event's saved discount and total before inserting pricing into an email. A wrong prefilled amount can be a merge-tag or stale saved-data issue, not a payment failure. Ask for the tag/template name and the expected versus displayed amount. Never claim an email was sent or a document saved unless a tool explicitly confirms it.