Once payments start moving through Lupa Pay, the **Payouts**, **Reports** and **Disputes** tabs are where you check that the money's actually landed, pull the numbers your accountant needs, and respond when a client's bank challenges a charge. Each tab is a focused view from our payments partner, embedded inside Lupa, so a Practice Manager can see everything they need without a separate processor login.

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## Where they live
Open **Lupa Pay** in the side nav. The page has five tabs:

This article covers **Payouts**, **Reports** and **Disputes**. The other two are documented separately:

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## 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.
### 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
Each payout typically shows:

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## Reports
The **Reports** tab is the place to download structured exports of your Lupa Pay activity for accounting, audit and tax purposes. Think of it as the "give-this-to-your-bookkeeper" tab — anything more detailed than what's on the Payouts tab.
### When to use the Reports tab
- **Month-end close.** Pull a settlement report covering the period and hand it to your accountant.
- **Year-end / tax prep.** Download a full-year fee breakdown so the gross-to-net path is auditable.
- **Investigating an unexpected charge.** If a payout net total looks wrong, a fee report often shows the missing piece (refund fees, dispute fees, currency conversion).
### What you can typically download
The reports available depend on your account configuration with our payments partner. Common ones include:

Reports download as **CSV** files in your browser. Open them in Excel, Google Sheets or your accounting tool of choice.

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## Disputes
A **dispute** (also called a *chargeback*) is when a client asks their bank to reverse a Lupa Pay charge — typically because they don't recognise the payment, claim the goods/service weren't delivered, or believe their card was used fraudulently. The bank notifies our payments partner, who notifies us, and the practice has a fixed window to respond with evidence.

### When to use the Disputes tab
- **Daily glance** to catch new disputes early — ideally part of an end-of-day routine for whoever owns finance.
- **Responding to a dispute** by uploading evidence (consent forms, signed estimates, proof of services rendered, communication trail).
- **Tracking the outcome** — whether you won, lost, or the client withdrew the dispute.
### How a dispute moves
The exact stage names vary slightly between card schemes, but every dispute follows roughly this shape:

### Responding to a dispute
The exact form is rendered by our payments partner inside the tab and is shaped by the card scheme's evidence requirements. Broadly, you'll be asked to:
1. Confirm the **transaction details** (amount, date, who paid, what was paid for).
2. Upload **evidence** — anything that proves the service was authorised, delivered, and what the client expected. Common evidence:
	- Signed consent or estimate forms
	- The clinical record or invoice line for the visit
	- Email/SMS communication confirming the appointment or payment
	- Photographs of any goods collected (e.g. medication signed for at the desk)
3. Add a short **written explanation** (a paragraph is fine — bank reviewers skim).
4. Submit. The dispute moves to *Under review* and you can't edit further.

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## Tips

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## Troubleshooting

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## Frequently asked questions

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## Related articles

The **Lupa Pay** page is where you see every transaction the practice has taken through Lupa Pay, and where you can track **payment links** — emailable URLs that let a client pay an invoice online without coming back into the practice. Most days you'll use it for two things: looking up a recent payment when a client queries a charge, and sending a payment link to a client who's collecting tomorrow.

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## Where to find them
Click **Lupa Pay** in the side nav. The page has five tabs:

This article covers the **Transactions** and **Payment Links** tabs. Card readers live in .
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## Viewing a transaction
The **Transactions** tab is Lupa Pay's full transaction view. 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 or working from a card reference.
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## Creating a payment link
Payment links are generated from an invoice — never standalone. The link routes the client to a hosted Lupa Pay (or Stripe) checkout for the exact invoice amount.
1. Open the invoice you want paid.
2. Click **Add Payment**. The Create Payment dialog opens.
3. Switch to the **Online** tab.
4. Click **Create payment link**. Lupa generates the link and you'll see *"Payment link generated"*.
5. Send it to the client one of two ways:
	- **Send via email** — sends from your practice email integration with a default subject/body you can edit.
	- **Copy to clipboard** — paste into SMS, WhatsApp, or wherever else you message the client from.

When the client opens the link, they're taken to a hosted checkout page in their browser. As soon as they pay, the invoice is settled in Lupa and the link's status flips to **Paid**.
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## Tracking payment links
The **Payment Links** tab is the one place to see what's outstanding and what's been paid.

Filter the list by **client**, **status** or **provider** along the top. The **Clear filters** button resets everything.
### Statuses

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## Sending a payment confirmation emailOnce a payment is complete, you can send the client a confirmation email directly from the payment row on the invoice — without going back through the Create Payment flow.1. Open the invoice the payment is recorded against.
2. Find the payment in the payments list. Next to the completed payment, click the **email icon**.
   - If no confirmation has been sent yet, this opens the email editor with the subject pre-filled as **Payment Confirmation** and the payment amount already populated. Edit the message if you like, then click **Send**.
   - If a confirmation has already been sent, clicking the icon opens **Email Details** — a read-only view of the email that was sent.
3. You can also reach the same action from the **Payment Details** page for that payment.

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## Refunding a Lupa Pay payment
Refunds are issued against a specific payment record, not against the invoice or the transaction list directly.
1. Open the invoice (or payment record) you need to refund.
2. Click **Create Refund**.
3. Choose a **refund reason** (Sold in Error, Overpayment, Goods Not Collected by Client, Goods Not Received by Client, or Unknown) and add notes if helpful.
4. Confirm.

Refund statuses follow this lifecycle: **Draft** → **Pending** (sent to the processor) → **Completed** (money returned to the client). **Cancelled** appears if the refund is cancelled before it's allocated to a payment or credit note. You can follow the status from the refund record on the payment.
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## Tips

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## Troubleshooting

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## Frequently asked questions

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## Related articles