Managing Payins in the Merchant Portal

View incoming payment history, search and filter transactions, customize columns, export data, generate manual payment links, and resolve disputes.

The Payins section gives you a complete record of every incoming payment processed through Hello Clever for the selected Payments Account. This page covers how to navigate the Payins history table, drill into individual transaction details, generate payment links manually, and handle disputes when they arise. The screen notes the display time zone (for example, Sydney GMT+10:00).

Payins history layout

The Payins history table shows one row per transaction. Each row includes:

Column	Description
Amount	Total payment amount.
Status	Current state of the payment. See payment statuses.
Payin ID	Unique identifier for the payment (for example, pi_oUsIMbSq01ZR).
External ID	An identifier from an external system, if one applies. Shows --- when none.
Name	Customer who made the payment.
Method	Payment method used, shown as the scheme or method logo (for example, Visa, American Express, or PayID).
Created Date	When the payment was created, shown in the display time zone.
Dispute Reason	Why a dispute was raised on the payment, when one has been. Shows --- for payments with no dispute. See resolving disputes.

You can sort by Amount, Name, and Created Date using the arrows in the column headers. Use Previous and Next at the bottom of the table to move between pages.

Payment statuses

A payment moves through these states:

Status	What it means
Incomplete	The payment was started but never finished, for example the customer abandoned checkout or let the link expire.
Authorised	The payment was authorised but not yet approved for settlement.
Approved, Awaiting Settlement	Approved, but the provider has not settled the funds yet, which is common for card payments. The amount sits in your Incoming balance until settlement completes.
Received	Funds have settled and are reflected in your Available balance.
Refund pending	A refund has been requested but has not yet completed.
Refunded	The full amount was refunded to the customer.
Partially refunded	Part of the amount was refunded.
In dispute	The customer has disputed the payment. See resolving disputes.

The Status filter list scrolls, and a few less common statuses sit below those shown above. Open the filter to see the full set available on your account.

If a card payment shows Approved, Awaiting Settlement and you cannot see the money in your available funds, that is expected. Check the Incoming figure on the All Balances screen. It holds approved payments that have not settled yet.

Searching and filtering

Use the Search box at the top to find transactions by details such as Payin ID, name, or external ID. Alongside it are three filters:

• Date: focus on a specific timeframe.
• Status: any combination of the payment statuses.
• Payment method: All, PayID, PayTo, Credit card, BSB / Account No, or Hello Clever.

The Payment method filter groups by method, not by card scheme. The Method column shows the specific scheme with a Visa or American Express logo, but both are filtered together under Credit card. There is no option to isolate a single card scheme.

The Payins table is filtered by default. The Status filter arrives with most statuses selected but Incomplete left out, which is why the pill reads something like Status: Authorised & 8 more before you touch anything.

Payments the customer never finished are therefore hidden until you tick Incomplete yourself. If a payment you expected is missing from the table, check this first.

How the filter panels work

The two filters behave differently.

Status: multi-select

Status opens a panel of checkboxes so you can combine several values in one filter.

1. Open the filter

   Select Status to open the Filter by: status panel. The pill summarises the current selection (for example, Status: Authorised & 8 more).

2. Tick the values you want

   Tick or untick individual statuses, or tick All to include every status at once. The list scrolls, so check below the visible options before applying.

3. Apply

   Select Apply to update the table.

Ticking boxes alone does not filter anything. The table only updates when you select Apply. If the results look unchanged, check that you applied the panel rather than clicking away from it.

Payment method: single choice

Payment method opens a plain list, not checkboxes. Select one method and the table updates immediately. There is no Apply button, and you cannot combine two methods.

To see everything again, choose All.

Because you can only pick one method at a time, use Export if you need a single report covering two methods. The export follows your other filters, so you can leave Payment method on All and filter by status and date instead.

Each panel has its own Reset link, which restores that filter’s default and leaves your other filters untouched.

An active filter is highlighted and carries an ×. Select it to clear that one filter while leaving the others in place. Click Reset filters to return every filter to its default, or the refresh icon to reload the latest transactions.

Customizing columns

Click the settings (gear) icon above the table to choose which columns appear. Check or uncheck any field to tailor the view to what matters most for your operations.

Exporting Payin data

1. Open the export dialog

   Click the Export button in the top-right area of the Payins screen.

2. Enter your email

   In the Email to field, enter the address where you want the exported file sent.

3. Confirm and export

   Click Export. The report is generated in the screen’s display time zone (for example, Sydney GMT+10:00) and follows any filters you have applied.

The export will follow your current filters. If you don’t set filters, the export covers the past 30 days.

Understanding Payin details

Click any row in the Payins history table to open the Payin Details page for that transaction. The header shows the payin amount (for example, Payin $14.00) alongside a status badge such as Received. The page is divided into the following sections:

Payment breakdown

A financial summary of the transaction:

• Transaction amount: the total payment amount (for example, $14.00).
• Fees: fees deducted from the transaction (for example, - $0.78). Expand this row to see the fee breakdown.
• Amount (Net): the net amount credited to your balance after fees (for example, $13.22).

Payment details

Specifics of the payment and the method used:

• Balance ID: identifier for the balance entry associated with this payment (for example, bl_pi_A3XTtNQsmudo). A copy icon is available.
• Payin ID: unique identifier for the payment (for example, pi_A3XTtNQsmudo). A copy icon is available.
• External ID: an identifier from an external system, if one applies. Shows --- when none.
• Reference: unique payment reference (for example, CARD_8YeGMVQditpg5Gu). A copy icon is available.
• Created date: when the payment was created, shown in the display time zone.
• Updated date: when the payment was last updated.
• Paid on: when the payment was completed.
• Expiry date: when the payment authorization expires.
• Method: payment method used (for example, Visa or PayID).
• Plugin type: the platform used to process the payment (for example, Hello Clever API).

Payment link & QR code

Tools for sharing the payment request:

• Payment link: the shareable checkout URL (for example, https://paylink.cleverhub.co/...). A copy icon is available.
• Payment QR code: a scannable QR code for the payment. Use the accompanying icons to download the QR code image or copy it.

Customer

Details of the customer linked to the payment:

• Customer ID: the customer’s unique identifier (for example, cus_P4IBHCN8). This field is clickable: select it to open the customer’s record.
• Name, Email, Address, and Phone.
• If a field has no value, it is shown as ---.

Sender details

Information about the payment instrument used by the sender:

• Card number: the masked card number (for example, **** 1000).
• Card brand: the card network (for example, Visa).

From the top-right of the Payin Details page you can also Refund payment directly if needed.

Generating a manual payment link

Use the Request Payment feature to create a payment link or QR code you can send directly to a customer: useful for invoices, in-person requests, or situations where the customer cannot reach your checkout.

1. Open Request payment

   Click the Request payment button in the top-right of the Payins screen. You can also reach it from the Request Payment item in the account’s sidebar menu, or the Request payment button on the All Balances screen. The Create Payment Request dialog will open.

2. Enter the amount

   In the Amount field, enter the value you are requesting. The currency (for example, AUD) is shown to the left of the field.

3. Select the payments account

   Choose the Payments Account that should receive the payment from the dropdown (for example, Arttoy Store).

4. Set the virtual account name (JPY only)

   For JPY payment requests, an Account name field appears beneath the Payments Account dropdown. This controls the name your customer sees as the account they are paying into, so you can label each payment link for the customer or order it belongs to.

   The field has three parts:

   • Prefix: a fixed value shown above the input (for example, ハロークレバージヤパン（カ). You cannot edit it.
   • Your suffix: the part you type. Enter it in katakana.
   • Preview: a live line showing the complete name that will be registered, so you can check it before creating the request.

   This is the account name the customer sees when they are paying using this payment link. Choosing something recognisable, such as a shortened customer or order name, makes the payment easier for them to confirm and easier for you to reconcile.

   The combined prefix and suffix are subject to the same length limit and character rules as any other account holder name, so the suffix you can add is short. Check the Preview line rather than assuming the full text you typed will fit.

5. Select or add a customer

   Use the Customer dropdown to select an existing customer. To create a new one, choose the add-customer option and fill in the fields that appear:

   • First name (required)
   • Last name (required)
   • Email (required)

   Once a customer is selected, the dialog shows their First name, Last name, and Email beneath the dropdown so you can confirm you have the right person before sending the request. Two icons sit alongside those details:

   • The pencil icon edits the selected customer’s details.
   • The trash icon removes the customer from this request, letting you pick a different one.

   Check the email address in this panel before creating the request. It is where the payment link is sent. A typo means the customer never receives it.

   For payment requests in JPY, enter the customer’s first and last name in full-width katakana, matching the name registered with the bank account paying for the request.

6. Add a description

   Enter a Description for the request. This field is pre-filled with the name of the selected Payments Account followed by payment link (for example, A-Minimoo payment link), which you can edit.

7. Set the expiry

   Use the Expires in dropdown to set how long the payment link remains valid (for example, 7 days). This creates a deadline for the customer to complete payment.

8. Create the request

   Click Create to generate the payment request. To discard it instead, click Cancel or the × in the top corner of the dialog.

   Amount, Payments Account, Customer, Description, and Expires in are all required fields, marked with a red asterisk (*).

9. Share the link with your customer

   The Payment link created dialog opens with everything you need to collect the payment. Send the customer either the link or the QR code, or add either to an invoice.

   • Payment link: select Copy to copy the checkout URL (for example, https://paylink.cleverhub.co/...), or Open link to open the checkout page yourself and check how it looks.
   • Payment QR code: use the download icon to save the QR image for an invoice or printed material, or the copy icon to paste it straight into an email or message.

What the confirmation shows

The Payment details panel on the right of the confirmation dialog records what you just created:

Field	Description
Payin ID	The identifier for the payment this request will produce (for example, pi_mRIV99tIM8Km), with a copy icon.
Amount	The amount requested.
Payments Account	The account that will receive the funds.
Customer	The customer’s name and email address.
Description	The description attached to the request.
Expiry date	The exact date and time the link stops working.

The Expires in value you picked is converted to an absolute Expiry date here. Choosing 7 days on 29 July, for example, produces an expiry of Aug 05, 2026 - 16:31. Check this before sending if the customer needs a specific deadline.

Three actions sit at the bottom of the dialog:

• View details opens the full record for this payment.
• New payment request starts another request without leaving the screen.
• Done closes the dialog.

The Payin ID exists as soon as the request is created, so the payment appears in your Payins table straight away, before the customer has paid. Use it to track whether the request has been completed: the status moves to Received (or Approved, Awaiting Settlement for card payments) once they pay.

After the customer completes payment, you will receive a confirmation notification in the Notifications section.

Resolving disputes

When a dispute is raised on a transaction, Hello Clever sends you an email notification with the details. Follow these steps to resolve it.

1. Log in and navigate to Payins

   Go to the Hello Clever dashboard and open the Payins section for the relevant Payments Account.

2. Find the disputed transaction

   Use the search box to locate the transaction by name, Payin ID, or external ID.

3. Open payment details

   Click the transaction row to open the Payment Details page. The Dispute Resolution options will be shown here.

4. Choose a resolution action

   Accept the dispute

   Click Accept Dispute. A confirmation dialog will appear. Confirm to process the refund and close the dispute.

   Counter the dispute

   Click Counter Dispute. A dialog will appear where you can upload supporting documents. Click Update Evidence to submit.

5. Add additional evidence (optional)

   If you have more documents to support your case, click Update Evidence on the Payment Details page to upload them at any time.

6. Await resolution

   After submitting, Hello Clever’s support team will review your submission and notify you of the outcome by email.

If you need further assistance with a dispute, contact Hello Clever Support directly from the dashboard.