The Lupa Pay app is where you go to see what's happening with payments after they've been taken — every transaction the practice has run through Lupa Pay, every payment link still outstanding, the bank payouts that have landed, the reports your accountant needs, and any disputes that have been raised against you. It's deliberately a viewing tool rather than a working tool. Taking a payment, raising a refund, generating a payment link for a client — those all happen from the invoice. Think of the Lupa Pay app the same way you'd think of logging into any other payments dashboard: it's where the record of activity lives, not where the activity itself starts.
💡 In short: Open Lupa Pay from the apps page. The page has five tabs — Transactions, Payment Links, Payouts, Reports and Disputes — and they're read-only views of what's already happened. The only workflow that lives in the app itself is responding to a dispute. Core payment workflows (taking payments, refunds, creating payment links) all start from the invoice.
🔒 Lupa Pay must be enabled for your store. If Lupa Pay isn't in your side nav, your store either doesn't have Lupa Pay turned on or your role doesn't include the Lupa Pay permission. Setup is covered in .
The five tabs
Click Lupa Pay in the side nav. The page is a single dashboard split across five tabs:
Tab | What it shows |
Transactions | Every Lupa Pay payment — searchable, filterable, with full payment detail |
Payment Links | Every payment link the practice has generated against an invoice, with its status |
Payouts | The bundled bank transfers Lupa Pay sends to your business account |
Reports | Downloadable CSV export of your payouts |
Disputes | Chargebacks raised by clients' banks that you may need to respond to |
ℹ️ Payouts, Reports and Disputes are rendered by our payments partner inside Lupa. The controls, columns, filters and downloads are theirs — Lupa hosts the experience but doesn't change it. If you've used a payments dashboard like Stripe or Adyen elsewhere, the layout will feel familiar.
Transactions
The Transactions tab is Lupa Pay's full payment list. You can:
Filter by date range, status, payment method or amount.
Search by reference, client name or invoice.
Open a row to see the full payment detail — amount, status, fees, payment method, the card brand and last four digits, and any linked refunds.
Export the visible list to CSV for accounting. For day-to-day "what did this client pay?" lookups, going via the client's invoice is usually faster — the payment record on the invoice links straight through. Use the Transactions tab when you're investigating across clients, working from a card reference, or pulling a quick list for accounting.
Payment Links
The Payment Links tab is where you track every payment link the practice has generated against an invoice — what's still outstanding, what's been paid, and what's expired.
💡 Payment links are generated from invoices, not from this tab. This is a tracking view only. To create a new link, open the invoice and use Add Payment → Online → Create payment link.
The list shows:
Column | What it shows |
Created | When the link was generated |
Client | The client the invoice belongs to |
Invoice | The invoice the link will pay — click to open |
Amount | The amount the link will collect |
Provider | Lupa Pay or Stripe, depending on what's configured for the store |
Expires | When the link auto-expires if unused |
Status | Active, Paid or Expired (see below) |
Actions | Copy link and Open link — quick way to re-share or preview what the client sees |
Filter the list by client, status or provider along the top. Clear filters resets everything.
Statuses
Status | Meaning |
Active | The link has been generated and not yet paid or expired. The client can still pay through it |
Paid | The client paid through the link. The invoice is settled and a transaction now exists in the Transactions tab |
Expired | The link's expiry date has passed without a payment. It can no longer be paid through. Generate a fresh link from the same invoice to chase again |
Payouts
A payout is the bundled bank transfer Lupa Pay sends to your business account. It's not one row per client payment — payouts group many transactions together (minus fees and refunds) into a single settlement that lands in your bank as a single line item. This is what matters for end-of-day reconciliation. Payouts are configured to be daily, on a Transaction (T) + 2 payout cycle. This means that payments collected on Monday will be paid out, net of fees, on Wednesday.
When to use the Payouts tab
Reconciling your bank statement. Match each line on your statement to a payout in Lupa Pay.
Spotting a missed payout. If you usually see a Friday payout and Friday's missing, this is the place to confirm whether it's pending, delayed or simply hasn't been initiated.
Tracing a payout back to the underlying transactions. Click into a payout to see the individual payments that made it up — useful when your accountant queries the gross-vs-net difference.
Reading a payout
Field | What it means |
Status | Whether the transfer has been initiated, is in transit to your bank, has settled, or has failed |
Net amount | The figure that actually lands in your bank — gross transactions, minus refunds, minus processing fees |
Reference / ID | The reference your bank will show against the deposit. Use this to match the payout to a line on your statement |
Period | The transactions covered by this payout |
Reports
The Reports tab is where you download a CSV of your payouts for cash account reconciliation — the file your bookkeeper uses to tie each Lupa Pay deposit to a line on the bank statement. The payout report is the only export this tab produces.
When to use the Reports tab
Month-end / year-end reconciliation. Download the payout report covering the period and hand it to your accountant — it's structured for matching deposits against bank statement lines.
Cash account close. Use it as the authoritative record of what Lupa Pay paid into the practice's bank during the period. A couple of common requests don't live here:
Looking for... | Where to get it |
A transaction-level CSV (every payment, refund, adjustment) | The Transactions tab — apply your filters and click Export |
A fee breakdown report | Can be calculated from a Transactions export by comparing Gross & Net amounts |
The payout report downloads as a CSV in your browser. Open it in Excel, Google Sheets or your accounting tool of choice.
Disputes
A dispute (or chargeback) is when a client's bank reverses a Lupa Pay charge on their behalf — usually because the client doesn't recognise the payment, didn't expect it, or claims the goods or service weren't provided. They're rare in a vet context: clients are typically in the room when treatment is agreed and authorised, and the practice has the consent forms and clinical records to prove it. The ones that do come in tend to be cases where the client doesn't recognise the practice's billing name on their card statement, or where a second cardholder on the account didn't know about the visit. The Disputes tab is where you see them when they do happen. Each open dispute shows the underlying transaction, the bank's reason code, the response deadline, and a form to upload evidence — consent forms, signed estimates, clinical notes, message threads. Status updates come straight from our payments partner as the case moves through the card scheme. Deadlines are tight (typically 7–14 days), so treat new disputes as a same-week task.
Tips
✅
Match payouts to bank statement lines weekly. It's the cheapest fraud control you can run, and it spots small fee misunderstandings before they compound.
Use Reports for accounting, Transactions for support queries. Reports give your bookkeeper a deterministic snapshot; Transactions answers specific payments questions
Troubleshooting
Problem | What to do |
The Lupa Pay app is not appearing | Either the store doesn't have Lupa Pay enabled or your role doesn't include the Lupa Pay permission. Ask a practice manager — setup is covered in |
A tab shows "Something went wrong... Contact support for help" or fails to load | That message is from our payments partner's embedded component, usually meaning the Lupa Pay session couldn't initialise. Refresh the page once. If it persists, log out and back in — the session token may have expired. If still failing, message Lupa with the Lupa Pay store name and the tab affected |
The Payouts tab is empty | Either you have no settled payouts yet (new accounts can take a few business days for the first payout) or your store has no Lupa Pay activity in the chosen period. Confirm activity in the Transactions tab — if there are recent paid transactions but no payouts, contact Lupa to verify your payout schedule |
A payout's net amount is less than I expected | The difference is almost always processing fees + any refunds in the period. Open the payout to see the included transactions, then download a fee report from the Reports tab for the same period to see the deductions itemised |
I can't download a report — the button does nothing | Browser pop-up or download blockers will silently swallow the file. Allow downloads from |
The Disputes tab shows a dispute I don't recognise | Click into the dispute to see the underlying transaction (client name, amount, date). Cross-check it against your invoice records. Most "I don't recognise this" disputes are valid charges where the client doesn't recognise the practice's billing name — respond with evidence rather than ignore |
I missed a dispute deadline | If the dispute has moved to Lost, the funds are gone and there's nothing further to do in Lupa. Some card schemes allow a one-off appeal — message Lupa support quickly with the dispute reference; chances are slim but worth trying within 24 hours |
The same data looks different in Lupa Pay and in my accounting tool | The two are reconcilable but rarely identical row-for-row. Lupa Pay groups by settlement period; accounting tools usually group by invoice date. Use the settlement report from Reports as the bridge — it's structured for accounting reconciliation |
I see disputes for a previous payment processor I migrated away from | Disputes against your old processor stay in that processor's dashboard, not in Lupa Pay. The Disputes tab here only covers Lupa Pay charges. Contact your old processor for anything pre-migration |
Frequently asked questions
How often does Lupa Pay pay out?
How often does Lupa Pay pay out?
Payouts are daily on a T+2 schedule. This means that payments collected on Monday will be paid out, net of fees, on Wednesday. Tuesday's payments are then paid out on Thursday…
Can I respond to a dispute outside of Lupa?
Can I respond to a dispute outside of Lupa?
No — evidence has to be submitted through the Disputes tab so it reaches our payments partner via the right channel. Anything you send the client's bank directly will be ignored.
What's the difference between a refund and a dispute?
What's the difference between a refund and a dispute?
A refund is initiated by you from the payment record on the invoice. A dispute is initiated by the client's bank, typically because the client called their bank instead of asking the practice. If a client has a complaint, refunding them quickly is almost always cheaper and faster than letting it become a dispute.
Can I export reports automatically on a schedule?
Can I export reports automatically on a schedule?
Not yet from inside Lupa. The Reports tab is on-demand — pick the period and download. If you need scheduled exports for an accounting tool, ask Lupa about API access.
Where do I see what hit my bank account?
Where do I see what hit my bank account?
That's the Payouts tab. Transactions are individual payments. Payouts are the bundled bank transfers.