Two opposite jobs, and both have one rule in common: the record should describe money that actually moved, in the form it actually moved.
Marking a drop-in paid
Mark Paid records a real payment and links it to the appointment. It isn't just a flag — it creates a payment record and a link, so the money shows up in Payments → All, not only on the appointment. The amount is the class type's price.
Only two sources are valid here: cash and Venmo. If the appointment is already paid, you get a summary rather than a duplicate payment.
Never use cash or Venmo to stand in for money that arrived some other way. The case that comes up most: a class covered by someone's banked account credit. Marking it cash books revenue the studio never received and leaves the credit balance undebited — the books are wrong twice. Use paying with account credit instead.
Appointments that only look unpaid
If an appointment came across from a previous system — Calendly, Acuity, Arketa — its unpaid flag is not a real balance owed. Payment was captured on the old system, and BookYourMat deliberately never ingests it, even when the appointment is also linked to a package. Nothing is owed. Don't mark these paid and don't apply a package to them.
Removing or unmatching a payment
When a payment landed on the wrong client or was entered in error, there are exactly two moves.
Unmatch unlinks the payment from this client. The payment record survives as an unassigned record and can be reassigned to the right client later through the payment decision queue. This is the right answer when the money is real but went to the wrong name.
Delete unwinds every effect and permanently removes the payment record. Use it only for a genuine duplicate or data-entry error — "I entered this twice," "this never happened." It is restricted to cash and check payments. It always fails for Venmo, Zelle, Stripe, PayPal, gift card, client credit, and manual electronic payments. For a duplicate on any of those, unmatch instead: the record survives unassigned, and your problem is solved either way.
Look at the preview first
Before you remove anything, the preview tells you the exact consequences: how many appointments become unpaid, whether any stay paid through a different payment, and whether packages will be deleted or reduced. Read it. Removing a payment can reach further than the one appointment you're looking at.
Afterwards, package allocation updates on its own — there's no manual rebalancing to do.
Common questions
Delete keeps failing on a Venmo payment. That's the restriction working as intended. Unmatch it — the payment becomes unassigned rather than disappearing.
I marked something paid twice. The second attempt returns a summary instead of creating a duplicate, so you're probably fine. Check Payments → All to confirm there's one record.
Still stuck? Contact support — we answer real emails from real people.