💳 Payments Reporting in Flow – Otto

The Payments report in Flow provides a view of all transactions processed through your clinic. This report helps you track invoices, fees, disbursements, and overall revenue. Below is a breakdown of each section and how to use it effectively.

Navigation

To access the Payments screen:

Go to Reports > Payments in your Otto Flow sidebar.

You’ll find three main tabs:

Transactions
Disbursements
Disputes

Transactions Tab

This tab displays all payment transactions linked to invoices issued by your clinic. Transactions will show a payment write-back status showing if the payment was successful or not, to learn more about payment write-back statuses, click here.

Complete shows transactions with completed payments, disputes, and refunds.

Incomplete shows transactions that were invoiced with no payment received or cancelled.

Filters

Use the filters at the top of the screen to narrow down results:

Date/Time Range – Select a custom range or use shortcuts like “Today”.
Status – Filter by transaction status (e.g. Complete, Failed, Pending).
Transaction Types – Filter by type (e.g. Payment, Refund, Adjustment).
Card Types – Filter by Credit, Debit, Prepaid card and Unkown.
Card Brands – Filter by Visa, MasterCard, Amex, etc.
Terminals – Filter by payment terminal (if using Otto Terminal devices).
Search Client Name – Quickly locate payments by typing a client’s name.

You can also click Reset Filters to clear all selections.

Filtered Totals

Just below the filters, you’ll see a summary with the totals of the filtered transactions:

Metric	Description
Amount	This is the sum of all payment amounts made by clients
Client Fees	Client Fees are added to credit card payments to recoup transaction fees.
Total Invoiced	This is the sum of all invoices sent to clients. Amount - Client fees = Total invoiced.
Transaction Fees	Transaction Fees are paid to Otto as a part of each payment transaction.
Refunds	This is the total amount refunded to clients including fees
Net Proceeds	This is the sum of all payments made by clients, minus fees and refunds
EOD Total	This is the total of payments made minus refunds, not including client and transaction fees. This amount is typically what is shown in your PIM.

Transaction List

Below the Totals, the list shows individual transactions. Each row includes:

Column	Description
Client Name	The name of the pet owner. Click to open their profile.
Conversation	Quick link to the conversation related to the payment (if any).
Invoices	Invoice ID linked to the payment.
Transaction Type	Type of transaction (e.g. Payment, Refund).
Payment Status	Status (e.g. Complete, Failed).
Date	Timestamp of when the payment was completed.
Disbursed at	Date from when the payment was disbursed into your bank account.
Amount	Value of the transaction.
Client Fee	Amount in fees charged from the client if payment was done via credit card and your clinic has Surcharge set up.
Total Invoiced	Total of the invoice.
Transaction Fee	Amount in fees paid to Otto for that specific payment.
Net Proceeds	Total invoiced minus fees and refunds
Sent By	Shows which user took the payment.
Payment Method	Shows if payment was done via terminal or digitally (through Flow only)
Terminal Name	Terminal name if you have purchased any.
Card Brand	Ie.: Visa, Mastercard...
Card Type	Ie.: Credit, debit...
Last 4	Last 4 digits of cards used in the payment.

Use the Columns button to customize which fields appear in your table.

Issuing Refunds

A refund can be issued through the the payments reporting tab by finding the transaction in question, clicking the three vertical dots in the Actions tab, and then choosing Issue Refund.

Once the popup appears - choose the reason for refund, the amount to be refunded, and enter user initials prior to clicking Issue Refund. If the transaction included a Client Service Fee - this fee will be adjusted once the refund amount is applied and be reflected in the new total.

💡The client will receive an email and text message with the notification that they have been issued a refund in the dollar amount set.

Exporting

Click the Export button (top-right) to download the data in CSV format. This is useful for financial reconciliation, audits, or syncing with your accounting tools.

Disbursements Tab

This section shows when the funds are transferred from Otto to your clinic’s bank account.

Clicking on a specific disbursement opens a detailed list of all transactions that are part of that payout. This allows you to reconcile totals and verify what was included.

The standard disbursement schedule for payouts from Stripe is usually 48-hours with the exception of weekends. For example, payments taken on Monday will hit the clinic's account on Wednesday, and so on:

Tuesday transactions -> Thursday disbursement
Wednesday transactions -> Friday disbursement
Thursday transactions -> Monday disbursement
Friday transactions -> Tuesday disbursement

If your clinic has a special arrangement with us related to adjusted transaction batch times or end of day controls, your disbursements have an additional processing time, and your payouts are on a 3-to-5-day schedule instead of the 2-day schedule outlined above.

Important: Not all refunds initiated within a date range will be part of a disbursement.

This happens because:

Refunds may take up to 10 business days to be fully processed by the payment provider.
Disbursement batches are typically closed and sent before some refunds finish processing.

If you’re trying to reconcile a refund and it’s not showing up in the expected disbursement:

✅ Use the Transactions tab to filter by Transaction Type > Refund, find the refund details, and compare the date the refund completed (not just initiated) with the disbursement period.

Disputes Tab

If a client disputes a charge (e.g. via their card provider), it will appear here. You’ll be notified of the reason, amount, and deadline to respond. Make sure to submit evidence (like signed consent forms or invoices) before the due date to avoid chargebacks.