Payments Reporting - Reconciliation | Refunds | Receipts - with Surcharging – Otto

Your EOD reconciliation process should not be any different when using Surcharging.

When reconciling, use the EOD Total in your Payments Report — this is the total of payments made minus refunds, not including client or transaction fees, and is typically what matches your PIMS. For a full breakdown of every column in the Payments Report, see 💳 Payments Reporting in Flow

Integrated / Unintegrated PIMS

Unintegrated PIMS — In Reporting, for PIMS that do not have payment writebacks you will need to manually input the "Amount" of each payment into your PIMS. You will not input "Client Fees" or "Total Invoiced."
Integrated PIMS — If your PIMS supports payment writebacks, the Amount will write back automatically. Client Fees will not write back.

Cornerstone, Avimark, and Impromed support writebacks for payments made through Otto. Your Payments Report will display a Success status for each writeback.

💡 Note: Client Fees never write back to your PIMS, regardless of integration — only the payment Amount does.

Refunds and Receipts

You can access a receipt in Otto that shows both the Invoice total and the Client Service Fee (there is a 1% Service Fee in the example below).

If you need to process a refund, start the refund from your Payments Report using the "…" Action menu.

💡 Note: Refund processing time varies by card network. Visa and Mastercard refunds are typically near-instantaneous; Amex refunds may take one to two business days. In some cases, it can take up to 10 business days for the amount to appear in the client's account.

Fees

Otto will automatically calculate the amount of surcharge fees to be refunded based on the subtotal you enter. This applies to both partial and full refunds.

Your client will receive a single refund that includes both the subtotal and any refunded fees.
To record the refund in your PIMS, enter the "Amount to Refund" only — no need to add client service fees.
An updated refund receipt will be available in the Payments Report once the refund is processed.

💡 Note: Surcharge fees are only applied to credit card payments. Debit card payments will not show a Client Fee in your report or on the receipt. For more details on how surcharging works across payment types, see [Surcharging Fees].

Payments Reporting - Reconciliation | Refunds | Receipts - with Surcharging

Refunds and Receipts

Fees

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