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 it's own status and also a payment write-back status showing if the payment was successful written to your PIM 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. Failed shows transactions that were invoiced but did not go through.
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, Incomplete).
- 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. |
Adjustments | This is the total amount returned to clients through refunds and disputes, 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, Incomplete). |
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 clickingIssue 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.
When this dispute is finalized, you will see an indication in the Transactions tab with the final status and the amount and/or fees withdrawn from your payout.
