Managing Payouts in the Merchant Portal

Track outgoing payments, filter by status or payment method, export payout reports, and initiate manual payouts to recipients from the portal.

The Payouts screen in Hello Clever lets you track, manage, and export all outgoing payments from a Payments Account. This page explains how to navigate the payout history table, understand payout statuses, filter and search your records, and initiate a manual payout when needed. The screen notes the display time zone (for example, Sydney GMT+10:00).

Navigating to the Payouts screen

1. Select a Payments Account

   In the left sidebar, under Payments Accounts, select the account you want to work with.

2. Select Payouts

   Choose Payouts from the account’s menu. This opens the main Payouts table showing all payout transactions for that account.

Payout table overview

Each row in the Payouts table represents one payout transaction:

Column	Description
Amount	Payout amount, shown in the account’s currency.
Status	Current state of the payout (see statuses below).
Payout ID	Unique identifier for the payout (for example, po_5QsjxdHN8Zqn).
External ID	An identifier from an external system, if one applies. Shows --- when none.
Name	Name of the recipient receiving the funds. Shows --- where no recipient name was recorded.
Method	Payment method used, shown as text or the method’s logo. For AUD, BSB / Account No or PayID. Other currencies show their own methods, such as Bank transfer or CVU for ARS.
Created Date	When the payout was created, shown in the display time zone.

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

Payout IDs appear in two formats. Recent payouts use a prefixed identifier such as po_5QsjxdHN8Zqn, while older records use a shorter code such as HJG1599W. Both are valid and both work in the search box, so match whichever format your own records hold.

Select any row to open that payout’s detail page, where you can review the full record for the transaction.

Payout statuses

Status	Meaning
Pending	The payout is queued and waiting to be processed.
Done	The payout completed successfully.
Failed	The payout did not complete. Hover the info icon next to the status for the reason.

The portal shows three statuses, while the Payout API reports a more granular set. Done corresponds to completed and Failed to failed; Pending covers the stages before completion: created, processing, and scheduled. If you need to distinguish those stages, read the status from the API rather than the portal.

The Payouts screen labels the in-flight state Pending. On the balances transactions table the equivalent in-flight label is Processing, which is worth knowing if you are comparing the two screens.

Why payouts fail

A payout can fail for several reasons:

• Beneficiary account does not exist: the destination account cannot be found.
• Compliance issue: the account is blacklisted or flagged under compliance regulations.
• Network issue: a connectivity problem between financial institutions.
• Insufficient funds: the account balance is too low to cover the payout.

If a payout fails due to a network issue or insufficient funds and the is_Retry flag was enabled when creating the payout via API, the system automatically retries twice more at a system-determined interval.

If you no longer want a failed payout to be retried, call the Cancel Payout API after the initial failure to stop further retry attempts.

Searching and filtering

Use the Search box to find payouts by details such as Payout ID, name, or external ID. Alongside it are three filters:

• Date: focus on a specific timeframe.
• Status: All, Pending, Done, or Failed.
• Payment method: for AUD, BSB / Account No or PayID; other currencies show their own methods.

How the filter panels work

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.

2. Tick the values you want

   All is selected by default. Tick one or more specific values to narrow the table, which clears All.

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 opens a plain list rather than checkboxes: select one method and the table updates immediately, with no Apply step. You cannot combine two methods. Choose All to see everything again.

Each panel has its own Reset link, which returns just that filter to its default and leaves your other filters untouched. Use 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 (such as Amount, Status, Payout ID, External ID, Name, Method, and Created Date) to tailor the view to what matters most for your operations.

Exporting payout data

1. Click Export

   Click the Export button in the top-right corner of the Payouts screen.

2. Enter an email address

   Enter the email address where you want the CSV report sent.

3. Confirm

   Click Export to start generating the report.

Initiating a manual payout

To send funds to a recipient from this screen, select Move funds, at the top of the Payouts table. This opens the same flow used from the All Balances screen: choose the source account, pick a saved recipient or add a new one, set the amount, then review and confirm.

For the full walkthrough, including how fees are deducted from the amount you send and what arrival times to expect, see Move funds.

Move funds replaces the former Withdraw action. Recipients are saved and reused rather than re-entered each time, so a payout to someone you have paid before only needs an amount.

For payouts in JPY, enter the payee’s first and last name in full-width katakana, matching the name registered with the receiving bank account.

You can also create payouts programmatically. See the AUD Payout API or the multi-currency Payout API.

Payout processing time is determined by the system or your merchant agreement. Check with Hello Clever Support if you are unsure of expected processing times.