When you record a shift payment as paid offline, it sits in your Payment History with a Needs Payment status until it's settled. Click that status to mark it Paid Offline (after confirming that it was paid outside of Groove), Pay on Groove (turn it into a Groove payment), or, for shifts you logged as off-platform, Void record (remove it entirely). This guide walks through each option.
WHEN YOU'LL SEE "NEEDS PAYMENT"
On your Billing & Payments page > Shift Payments, a shift shows Needs Payment when the payment has been recorded offline but isn't marked as settled yet. This usually happens when you:
Choose Finalize & Pay Offline on a shift booked through Groove, or
Log an off-platform shift (a shift that already happened) and record the payment as offline.
New to either of these? See How to Make Shift Payments on Groove (on Groove and Offline) and How to Add a Shift That Already Happened on Groove.
HOW TO FIND THE OPTIONS
Go to Billing & Payments and open the Shift Payments tab.
In the Payment History table, find the shift with Needs Payment in the Payment Status column (you may need to scroll to the right in the Payment History table). The Source column tells you whether it was booked On Platform or logged Off Platform.
Click the Needs Payment status to open a menu.
Choose an option from the menu.
The options you'll see depend on how the shift was booked:
Booked on Groove, paid offline (Source: On Platform): Select from Paid Offline or Pay on Groove. These can't be voided.
Logged off-platform shift, paid offline (Source: Off Platform): Select from Paid Offline, Pay on Groove, or Void record.
Already paid, or being paid, on Groove: these can't be voided or retried.
OPTION 1: MARK IT PAID OFFLINE
Click on the Needs Payment label, then choose Paid Offline once you've actually paid the Groover outside of Groove (check, cash, your own payroll, and so on). This confirms the payment is settled, so it stops showing as waiting on payment. No money moves through Groove.
If you need to change the payment status back to Needs Payment, you can also do this by following the same steps.
OPTION 2: PAY ON GROOVE
Use this when you recorded a payment offline but would rather have Groove handle it. Groove charges your payment method on file and sends the funds to the Groover, so you don't have to pay them separately. It works for both shifts booked on Groove and logged off-platform shifts. For a shift booked on Groove, it's also how you retry paying through Groove after choosing offline.
What you need first
A payment method on file (card or bank account). See Setting Up Billing & Adding a Payment Method.
The Groover must have a bank account connected to receive payouts through Groove. If they don't, they'll need to connect one first. They can follow Connecting Your Bank Account for Shift Payouts.
What it costs
As with any payment made on Groove, the practice covers the processing fee on top of the shift amount: 2.9% + $0.30 for cards, or 0.8% (capped at $5) for bank account (ACH) payments. The Groover receives the full shift amount with no fees.
What happens next
The record is converted from an offline payment to a Groove payment and shows as processing until the payment clears. Bank account (ACH) payments can take a few days.
The Groover is emailed once they've been paid on Groove. They aren't notified when you first choose Pay on Groove.
If the payment is declined or fails, including a bank account payment that's returned days later, the record goes back to Needs Payment as it was before. Nothing is lost, and you can try again.
Once a payment is processing or paid on Groove, it can't be retried or voided.
Before you click: if you've already paid the Groover outside of Groove, don't use Pay on Groove. That would pay them a second time. Choose Paid Offline instead.
OPTION 3: VOID RECORD (LOGGED OFF-PLATFORM SHIFTS ONLY)
Use this when a logged off-platform shift shouldn't exist at all, for example a duplicate entry, the wrong Groover or date, or a shift that was recorded by mistake. Void record only appears in the menu for shifts with a Source of Off Platform. Shifts booked through Groove can't be voided.
How it works
Click the Needs Payment status on the off-platform shift and choose Void record.
Enter a reason. This is required, so we have a record of why it was removed.
Confirm.
Things to know before you void
It's permanent. A voided record can't be restored. If you voided the wrong one, you'll need to log the shift again.
It disappears from your records. A voided record no longer shows in your Payment History, spend totals, or reports.
The Groover isn't notified. It also disappears from their payment list. If they were expecting a payment, let them know yourself.
Payments that have moved through Groove can't be voided. If a payment is processing or paid on Groove, it can't be voided. If a paid shift was a mistake, contact us about a refund instead.
WHICH ONE SHOULD I CHOOSE?
You already paid them outside Groove: Paid Offline.
You still owe the Groover and want Groove to handle it: Pay on Groove.
A logged off-platform shift is a mistake or duplicate: Void record.
A Groove-booked shift was recorded as offline by mistake: you can't void it. Use Pay on Groove if you want to pay through Groove, or reach out to us and we'll help.
COMMON QUESTIONS
Why can't I void a shift I booked through Groove?
Shifts booked on Groove are tied to a finalized shift and timesheet, so they can't be removed from your payment records. You can still mark them Paid Offline or pay on Groove.
Will the Groover know I switched to a Groove payment?
They see the status of the payment on their end and get an email once they're paid on Groove. They aren't sent a separate message about the switch.
What if the Groover hasn't connected their bank account?
The payment can't be sent until they do. Ask them to connect it first.
I voided something by accident. Can it be undone?
Not from your account. Reach out to us and we'll look at the options.
Still have questions? Reach out any time through the chat widget or at hey@hound.vet and we'll be glad to help.