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Tilled


  • Top-level category: Tilled
    • Getting Started
    • Payments
    • Payouts & Funding
    • Disputes & Chargebacks
    • Reports & Reconciliation
    • Terminals & Card-Present
    • Account Management
    • Fees, Billing & Statements
Tilled Help Center

Find answers, walkthroughs, and troubleshooting information for your Tilled merchant account.

This Paystri Help Center section is for merchants processing through Tilled. Choose a topic below or search for a specific task, status, or dashboard term.

Getting Started

Set up your account, sign in, manage users, complete onboarding, and understand your merchant account status.

Payments

Find payments, review statuses, use supported payment tools, and issue refunds or voids.

Payouts & Funding

Understand payout timing, find deposits, review payout statuses, and investigate missing funding.

Disputes & Chargebacks

Review dispute notifications, understand next steps, and organize your response.

Reports & Reconciliation

Use Tilled reporting to review transactions, payouts, disputes, and reconciliation data.

Terminals & Card-Present

Set up supported terminal readers, process card-present payments, and troubleshoot connectivity.

Account Management

Maintain business details, bank account information, documents, users, and notifications.

Fees, Billing & Statements

Understand pricing models, processing fees, refund fees, dispute fees, and account charges.

Search recommendation

Use the native Knowledge Base search and tag every article with Tilled plus the relevant terms, such as payout, refund, dispute, terminal, payment status, or bank account. HubSpot’s article tags improve search results, but they do not create a separate search index limited to one category. If a category-limited search is not available in the current theme, keep the global Knowledge Base search and use the Tilled category, subcategories, and tags as the navigation boundary.


How to Access Your Tilled Account

Overview

Use the sign-in link provided in your Paystri or Tilled onboarding email to access your merchant account. The Tilled Dashboard is where you manage payments, disputes, account information, and other supported merchant operations.

Steps

  1. Open the sign-in link from your merchant invitation or Paystri onboarding instructions.
  2. Enter the email address associated with your merchant account.
  3. Enter your password and sign in.
  4. If you manage more than one merchant account, confirm that you are viewing the correct account before making changes.

Important Information

  • The public Tilled documentation does not specify one universal merchant sign-in URL. Use the access link supplied for your account.
  • If you have not received an invitation, or the link no longer works, contact Paystri Support.
  • If you cannot remember your password, use the password-reset process described in How to Reset Your Tilled Password.

Need Help?

Contact Paystri Support if you cannot access your account, do not recognize the invitation email, or are unsure which merchant account to use.

Reference

How to Add a User in Tilled

Overview

Account users can be invited from the Users area of the Dashboard. The invitation lets the new user create access and use the role assigned to them.

Steps

  1. Open the Users tab for the merchant account.
  2. Select Invite User.
  3. Enter the user’s email address.
  4. Select the appropriate role.
  5. Submit the invitation.
  6. Ask the user to complete account setup from the invitation email.
  7. If needed, open the user’s menu and select Resend Invitation.

Important Information

  • Tilled says user invitations expire after 7 days.
  • To change a role, open the user’s menu, select Edit Role, choose the new role, and select Save User.
  • To revoke access, open the user’s menu and select Revoke Access.
  • Merchant Admin users have full access to merchant data and settings. Confirm the role before sending an invitation.

Need Help?

Contact Paystri Support if the Users area or a required role is not available in your account.

Reference

How to Reset Your Tilled Password

Overview

Use the password-reset option on the Tilled sign-in page when you cannot remember your password.

Steps

  1. Open the Tilled sign-in page.
  2. Select Forgot Password?.
  3. Enter the email address associated with your account.
  4. Follow the instructions in the password-reset email.
  5. Return to the sign-in page and sign in with the new password.

Important Information

  • Check your spam or junk folder if the reset email does not arrive.
  • Make sure you use the email address associated with the merchant user account.
  • Do not share password-reset links with other users.

Need Help?

Contact Paystri Support if the reset email does not arrive or the email address on the account needs to be changed.

Reference

Understanding Tilled Merchant Account Statuses

Overview

Tilled uses account statuses to show where a merchant is in onboarding or whether an active account needs attention.

Steps

  1. Open the Merchants area.
  2. Select the relevant merchant account.
  3. Review the account status and any requested information.
  4. If the account is in an action-required state, follow the request shown in the Dashboard or contact Paystri Support.

Important Information

Onboarding statuses include:

  • created: The merchant application has been created.
  • started: The merchant has begun completing the application.
  • submitted: The application was submitted and is awaiting underwriting evaluation.
  • in review: The application is under review and additional documentation may be requested.
  • rejected: Underwriting rejected the application.
  • withdrawn: The application was withdrawn.

Active-account statuses include:

  • active: The account is fully operational with all capabilities active.
  • partially active: Some capabilities are active while others remain under review.
  • account review: Additional information is requested to help prevent future processing disruption.
  • funding hold: Funding restrictions apply to one or more capabilities.
  • disabled: The account has been disabled because of suspension or termination.

Need Help?

Contact Paystri Support if you do not understand a status, a requested document, or a funding restriction.

Reference

What You Need for Tilled Merchant Onboarding

Overview

Tilled onboarding collects business, ownership, processing, bank-account, and documentation information for underwriting. Providing accurate information helps reduce avoidable delays.

Steps

  1. Prepare the legal business name, DBA if applicable, business structure, tax ID, physical address, and customer-support contact details.
  2. Prepare a public business website if you accept payments online.
  3. Describe the products or services you sell and your expected fulfillment timeframe.
  4. Estimate monthly processing volume, monthly transaction count, average transaction amount, and the split between online, mail/telephone, and in-person payments.
  5. Identify the business principals and ownership percentages.
  6. Prepare the payout bank account information.
  7. If requested, provide a voided check or bank letter.
  8. Review the application carefully before submitting it.

Important Information

  • The bank account must be registered under the same legal name or DBA as the business and be able to receive and send ACH/EFT transactions.
  • A voided check or bank letter may be required when Plaid is not used for bank verification.
  • High processing volumes or average transaction amounts may lead to additional documentation requests.
  • Enter the legal business name exactly as it appears on IRS-issued documents.

Need Help?

Contact Paystri Support if you are unsure which document to provide or if your application remains in review.

Reference

How to Manage Tilled Email Notifications

Overview

Tilled sends transactional email notifications for user access, password events, onboarding, additional information requests, and disputes.

Steps

  1. In the Dashboard, go to Account > User Profile.
  2. Review your personal email preferences by category.
  3. Adjust the available preferences and save your changes.
  4. Keep the email address monitored for onboarding and dispute notifications.

Important Information

  • Core emails, including new-user invitations and password messages, cannot be disabled.
  • Merchant notifications can include application submitted, approved, declined, new information request, new dispute, dispute won, and dispute lost messages.
  • A merchant-application invitation must be explicitly triggered during application creation; it is not automatically sent just because an application exists.

Need Help?

Contact Paystri Support if you are missing an onboarding or dispute notification.

Reference

Payments

How to Find a Payment in Tilled

Overview

Use the Payments area of the Dashboard to open a payment and review its amount, status, payment method, and available actions.

Steps

  1. Open the Payments page.
  2. Locate the payment you want to review.
  3. Select the payment to open its details.
  4. Confirm the payment amount, status, payment method, and date before taking action.
  5. If you need to issue a refund, select Issue Refund and follow the refund process.

Important Information

  • The available details and actions can vary by payment method, processor, and merchant configuration.
  • Confirm that you selected the correct payment before issuing a refund.
  • Keep the payment details available if you contact Paystri Support.

Need Help?

Contact Paystri Support if a payment cannot be located or the details do not match your records.

Reference

Understanding Tilled Payment Statuses

Overview

Payment statuses show where a payment is in its lifecycle and whether additional action is needed.

Steps

  1. Open the payment in the Payments area.
  2. Review the current status.
  3. Use the status descriptions below to determine whether to wait, provide another payment method, capture the payment, or contact Paystri Support.

Important Information

  • requires_payment_method: A payment method is needed. A failed payment attempt can return to this status.
  • requires_confirmation: A payment method was provided, but the payment still needs confirmation.
  • requires_capture: The payment was authorized but has not been captured.
  • requires_action: Additional action is required, such as completing an action on a terminal reader.
  • processing: The payment is being processed.
  • succeeded: The payment succeeded.
  • canceled: The payment was canceled and cannot be used for future attempts. Any held funds are reversed.

Need Help?

Contact Paystri Support if a payment remains in a status longer than expected or if the status does not match what the customer experienced.

Reference

How to Refund a Tilled Payment

Overview

Tilled determines whether a refund or a void is appropriate based on whether the payment has batched. A payment that has already batched is refunded; a payment that has not batched is voided, reversing the authorization.

Steps

  1. Open the Payments page.
  2. Select the payment to refund.
  3. Select Issue Refund.
  4. Enter the refund amount.
  5. Enter the reason.
  6. Review the amount and payment details.
  7. Submit the refund.

Important Information

  • A refund can include an additional transaction fee and fees associated with the original charge.
  • A void does not incur an additional transaction fee, and fees related to the original charge are reversed.
  • Card-present refund behavior can vary by processor. For Paysafe terminal readers, a same-day refund requires the reader to be powered on and connected; next-day or later refunds do not require the terminal to be online. Same-day TSYS terminal refunds are not processed through the terminal.

Need Help?

Contact Paystri Support if the refund is pending, fails, or the customer does not see the funds after the expected bank-processing period.

Reference

Authorization and Capture in Tilled

Overview

An authorization verifies that a card account can support a specified amount without immediately completing the payment. Capture completes the payment for the authorized amount, or for a permitted portion of it.

Steps

  1. Review the payment status in the Payments area.
  2. If the status is requires_capture, confirm that the order or service is ready to be completed.
  3. Use the available capture action in your configured Tilled workflow.
  4. Confirm that the payment changes to a completed or succeeded state.

Important Information

  • The Tilled documentation describes manual capture as an integration capability; the exact Dashboard action may vary by your Paystri and Tilled setup.
  • A canceled payment intent cannot be reused for future attempts.
  • Confirm the amount before capture, especially when the final amount differs from the original authorization.

Need Help?

Contact Paystri Support if the capture action is unavailable or the payment remains authorized after the order is complete.

Reference

Payment Links, Virtual Terminal, and Hosted Checkout in Tilled

Overview

Tilled documents payment links and the virtual terminal as no-code payment options. Payment links send a customer to a Tilled-hosted payment page. Hosted checkout sessions provide a hosted checkout flow configured by the software platform.

Steps

  1. Confirm which payment method your Paystri setup supports: payment link, virtual terminal, hosted checkout, or an integrated checkout.
  2. For a payment link, create or open the link from the Dashboard and send it to the customer through your approved business channel.
  3. For a virtual-terminal transaction, use the virtual-terminal workflow presented in your merchant Dashboard and enter the required payment information.
  4. For hosted checkout, direct the customer to the hosted payment page supplied by your checkout workflow.
  5. After payment, open the payment in the Payments area and confirm its status.

Important Information

  • The exact Dashboard labels and permissions can vary by merchant configuration.
  • Do not enter card data into an unapproved form or send card numbers by email or chat.
  • Use the payment status in Tilled as the source of truth for the payment lifecycle.

Need Help?

Contact Paystri Support if the payment tool is not visible or if you need to confirm which checkout method is enabled for your account.

Reference

Stored Payment Methods and Recurring Payments in Tilled

Overview

Tilled supports customers, stored payment methods, and subscriptions through its payment capabilities. Availability and the exact workflow depend on how your Paystri solution is configured.

Steps

  1. Confirm with Paystri Support whether stored payment methods or subscriptions are enabled for your merchant setup.
  2. Use the configured customer and payment-method workflow to associate a payment method with the correct customer.
  3. Review the subscription status after creation or after a scheduled payment.
  4. If a recurring payment fails, update the payment method and follow the retry process available in your integration.

Important Information

  • Subscription statuses include pending, active, past_due, paused, and canceled.
  • A failed subscription payment can move the subscription to past_due.
  • Card Account Updater is available only for online payments and must be enabled on the account. Tilled checks stored card details weekly on Mondays; the update process can take up to three days.

Need Help?

Contact Paystri Support before changing a stored payment method or subscription if you are unsure which workflow your account uses.

Reference

Payouts & Funding

How Tilled Payouts Work

Overview

A payout is a deposit to or withdrawal from the merchant’s bank account. Tilled uses payout speed terminology such as T+0 or T+1, where T is the settlement day and X is the number of days until payout funds are available to be sent.

Steps

  1. Review the merchant’s payout schedule in the Dashboard.
  2. Confirm whether the account uses net or gross payouts.
  3. Review the payout in the Payouts tab after funds accumulate or the payout is initiated.
  4. Compare the payout with the related settled payments and fees.
  5. Confirm the deposit with the merchant bank account statement.

Important Information

  • NDF (Next Day Funding): Payment is initiated and the payout is sent on Day 1; funds arrive on Day 2.
  • T+0: Payment is initiated on Day 1, settles and is sent on Day 2, and funds arrive later in the cycle.
  • T+1: Payment is initiated on Day 1, settles on Day 2, is sent on Day 3, and funds arrive later in the cycle.
  • Daily payout schedules normally exclude weekends.

Need Help?

Contact Paystri Support if the payout schedule shown in your account does not match your agreement or if a payout is delayed.

Reference

How to Find a Tilled Payout

Overview

Payout details are available from the Payouts tab of the Tilled Dashboard.

Steps

  1. Open the Payouts tab.
  2. Select the payout you want to review.
  3. Record the payout date, amount, status, and any available trace or reference information.
  4. Compare the payout with the settled transactions and fees for the same funding period.
  5. If the payout is not present, review the payment settlement status and contact Paystri Support.

Important Information

  • A payout may remain pending while funds accumulate and has not yet been initiated.
  • A paid payout has been initiated for deposit to the merchant bank account.
  • A failed payout is automatically retried according to Tilled’s payout behavior.

Need Help?

Contact Paystri Support with the merchant name, expected payout date, amount, and any available payout reference.

Reference

Understanding Tilled Payout Statuses

Overview

Payout statuses indicate whether funds are accumulating, have been initiated, or need attention.

Steps

  1. Open the payout from the Payouts tab.
  2. Review the current status.
  3. If the status is pending, allow the payout to accumulate according to the account schedule.
  4. If the status is paid, check the merchant bank account for the deposit.
  5. If the status is failed, verify the bank-account information and contact Paystri Support.

Important Information

  • pending: Funds are accumulating; the payout has not been initiated.
  • paid: The payout has been initiated and funds are expected to be deposited.
  • withdrawn: A negative payout, also called a collection, has been initiated.
  • failed: The payout attempt failed and will be automatically retried.

Need Help?

Contact Paystri Support if a payout remains failed after the bank information is confirmed or if the bank shows no deposit for a paid payout.

Reference

Why Hasn’t My Tilled Deposit Arrived?

Overview

A missing deposit can be caused by the payout schedule, settlement timing, weekends, a failed payout, a funding hold, or incorrect bank-account information.

Steps

  1. Open the Payouts tab and find the expected payout.
  2. Check whether the payout is pending, paid, or failed.
  3. Review the payout speed and frequency for the payment method.
  4. Confirm that the merchant bank account information is current and matches the business legal name or DBA.
  5. Check whether the merchant account has a funding hold or account review status.
  6. If the payout is paid but the bank has not received it, contact Paystri Support with the payout details.

Important Information

  • Daily payouts normally exclude weekends.
  • Payout speed is expressed as T+X and does not represent a guaranteed bank posting time.
  • Failed payouts are automatically retried, but the bank-account issue should still be corrected.
  • Funding restrictions can prevent or delay disbursement.

Need Help?

Contact Paystri Support if the payout is paid but missing from the bank account, if the payout failed repeatedly, or if a funding hold is unexpected.

Reference

Net Payouts and Gross Payouts in Tilled

Overview

Your payout type determines whether processing fees are deducted before the deposit or billed separately.

Steps

  1. Open Merchants.
  2. Select the merchant account.
  3. Open Processing Details.
  4. Locate the Billing & Payout Schedule widget.
  5. Review whether the account uses net or gross payouts.

Important Information

  • Net payout: Processing fees are deducted from the gross payment amount before deposit.
  • Gross payout: The merchant receives the full payment amount and processing fees are deducted separately from the bank account.
  • Use the payout type shown in the Dashboard when reconciling deposits.

Need Help?

Contact Paystri Support if the payout type does not match your agreement or statement.

Reference

Reports & Reconciliation

What Tilled Payment Reporting Includes

Overview

Tilled reporting can provide payment, refund, payout, and dispute information for supported merchant configurations and processing providers.

Steps

  1. Open the reporting area available in your Tilled Dashboard.
  2. Select the reporting period and merchant account.
  3. Review transaction, payout, refund, and dispute information as applicable.
  4. Compare report results with the Payments and Payouts areas.
  5. Export the report if an export option is available in your account.

Important Information

For third-party payment reporting, Tilled documents these provider-dependent data timings:

  • Paysafe x Handpoint: payment data every 15 minutes; other data once daily.
  • Paysafe: payment and other data once daily.
  • TSYS: payment and other data once daily.

Supported reporting can include approved charges, declined charges, refunds, payouts, and disputes. Some actions, such as issuing refunds, vary by provider.

Need Help?

Contact Paystri Support if report data is missing, delayed, or does not match the payment or payout record.

Reference

How to Reconcile a Tilled Deposit

Overview

Reconciliation connects a bank deposit to the settled payments, refunds, fees, and other balance activity that make up the payout.

Steps

  1. Start with the deposit amount and date on the merchant bank statement.
  2. Open the matching payout in Tilled.
  3. Review the payout status and payout details.
  4. Review settled payments for the same funding period.
  5. Subtract refunds, processing fees, dispute-related amounts, and other deductions shown in the payout details.
  6. Confirm that the resulting amount matches the bank deposit.
  7. Save the payout reference and report export with the reconciliation record.

Important Information

  • Reconciliation timing depends on the payout schedule and the reporting provider.
  • Use the merchant’s payout type: net payouts deduct processing fees before deposit; gross payouts bill fees separately.
  • If the amount does not match, check for a different settlement date, a refund, a failed or retried payout, a funding hold, or a bank-account issue.

Need Help?

Contact Paystri Support with the bank deposit date, amount, payout reference, and report period if the amounts do not reconcile.

Reference

Terminals & Card-Present

Supported Tilled Terminal Readers

Overview

Tilled’s supported card-present terminal options depend on the processing provider configured for the merchant.

Steps

  1. Confirm which card-present provider is configured for the merchant.
  2. For TSYS, check whether the merchant is using a supported Valor VL100 or Valor VL110 terminal.
  3. For Paysafe, check whether the merchant is using a supported PAX A920, PAX A920 Pro, or PAX A80 terminal.
  4. Confirm that the terminal reader is associated with the correct merchant account before processing a payment.

Important Information

  • Terminal availability depends on the merchant’s processing setup.
  • The terminal reader’s serial number is associated with the merchant account and the reader has a unique terminal-reader identifier.
  • Do not substitute an unsupported terminal model without confirming compatibility with Paystri Support.

Need Help?

Contact Paystri Support before ordering, activating, or replacing a terminal reader.

Reference

How to Troubleshoot a Tilled Terminal

Overview

Common terminal issues involve setup, activation, Wi-Fi or hotspot connectivity, batching, resetting, or other hardware-related tasks.

Steps

  1. Confirm that the terminal is powered on.
  2. Confirm that it is connected to the intended Wi-Fi or hotspot.
  3. Confirm that the terminal is assigned to the correct merchant account.
  4. Restart the terminal and retry the connection.
  5. If the issue involves batching or resetting, follow the terminal-specific instructions supplied by Paystri.
  6. Run a test transaction only after the terminal shows a connected and ready state.

Important Information

  • The correct troubleshooting steps depend on the terminal model and processing provider.
  • Do not factory-reset or deactivate a terminal unless Paystri Support instructs you to do so.
  • A terminal may need to be online for some same-day Paysafe refund flows.

Need Help?

Contact Paystri Support with the terminal model, serial number, merchant account, connection type, and any error shown on the device.

Reference

How to Configure On-Device Tipping in Tilled

Overview

On-device tipping lets the customer select a tip on the payment terminal during checkout. Tipping is configured per terminal reader and is disabled by default.

Steps

  1. Open the Terminals page.
  2. Select the terminal reader to configure.
  3. Turn Tips on.
  4. Save the terminal settings.
  5. Run a test transaction and confirm that the tipping options appear on the terminal.

Important Information

  • Tilled documents tip options of 10%, 15%, 20%, 25%, and a custom amount.
  • Tipping settings apply at the terminal-reader level.
  • The exact options shown can depend on the merchant and terminal configuration.

Need Help?

Contact Paystri Support if the Tips option is unavailable or the configured options do not appear on the terminal.

Reference

Card-Present Payments and Refund Considerations

Overview

Tilled supports card-present payments through configured terminal readers. Card-present refund behavior differs by processing provider and by whether the payment has batched.

Steps

  1. Confirm that the terminal reader is powered on, connected, and assigned to the correct merchant account.
  2. Start the card-present payment from the configured payment workflow.
  3. Ask the customer to swipe, insert, or tap their payment method as prompted.
  4. Confirm the payment status in Tilled.
  5. If a refund is needed, review whether it is same-day or after settlement and follow the provider-specific refund behavior.

Important Information

  • Tilled documents support for card, Apple Pay, Google Pay, and Samsung Pay for in-person payments.
  • Paysafe same-day refunds require the terminal reader to be powered on and online; next-day or later refunds do not.
  • Same-day refunds for TSYS terminal readers are not processed through the terminal.
  • A partial authorization can capture less than the requested amount when the card does not have enough available funds.

Need Help?

Contact Paystri Support if the terminal does not prompt the customer, the payment remains incomplete, or the refund behavior is unclear.

Reference

Account Management

How to Update Your Tilled Business or Bank Account Information

Overview

Business and bank-account changes require review to protect merchant funding and account information.

Steps

  1. Gather the updated business or bank-account information.
  2. Prepare a voided check or signed bank letter for a bank-account change.
  3. Confirm that the bank-account name matches the business legal name or DBA.
  4. Contact Paystri Support with the requested change and supporting documentation.
  5. Wait for confirmation before relying on the new account for payouts.

Important Information

  • Tilled’s public merchant-management documentation directs merchants to contact support for business-address and bank-account updates.
  • The bank account must be able to receive and send ACH/EFT transactions.
  • Bank-account changes may affect payouts and may incur a bank-account-change fee depending on the merchant pricing configuration.

Need Help?

Contact Paystri Support if you need to update business ownership, address, bank information, or account documentation.

Reference

How to Upload Requested Tilled Documents

Overview

Tilled may request additional documentation during onboarding or account review. The requested documents help verify the business, ownership, processing profile, or payout account.

Steps

  1. Open the request from the Tilled Dashboard or notification email.
  2. Review the requested document type and any due date shown.
  3. Upload a clear, current document through the approved Tilled or Paystri workflow.
  4. Confirm that the document matches the legal business information on the merchant account.
  5. Submit the document and monitor the account status for the review result.

Important Information

  • Common requirements can include business information, principal information, processing details, bank-account information, and a voided check or bank letter.
  • For U.S. accounts, ownership and control-prong information may be required.
  • Additional documents may be requested when estimated volumes or average transaction amounts are high.
  • The exact upload control can vary by onboarding flow. Do not email sensitive documents unless Paystri Support gives you a secure method.

Need Help?

Contact Paystri Support if the request is unclear, the upload fails, or the account remains in review after submission.

Reference

How to Review Your Tilled Account Status

Overview

Your account status indicates whether the merchant is onboarding, active, under review, on a funding hold, or disabled.

Steps

  1. Open Merchants.
  2. Select the merchant account.
  3. Review the status and any action-required message.
  4. Complete the requested action or document, if available.
  5. Recheck the status after the submission is reviewed.

Important Information

  • Red statuses indicate that information is being requested from the merchant.
  • Purple statuses indicate that requested information has been submitted and is under review.
  • Partially active means some capabilities may work while others remain under review.
  • A funding hold restricts funding for one or more capabilities.

Need Help?

Contact Paystri Support if the status changes unexpectedly or if a funding hold affects normal operations.

Reference

Fees, Billing & Statements

Understanding Tilled Merchant Pricing and Processing Fees

Overview

Tilled documents two card-pricing models: flat-rate pricing and interchange-plus pricing. Your merchant pricing determines which fees apply and when they are triggered.

Steps

  1. Open Merchants and select the merchant account.
  2. Open Processing Details.
  3. Review the Pricing card and the billing schedule.
  4. Compare the pricing model and fee types with your Paystri agreement.
  5. Use the payout and reporting details to understand how fees affect deposits.

Important Information

  • Flat-rate pricing uses a fixed discount rate and transaction fee.
  • Interchange-plus pricing includes interchange fees, card-network pass-through fees, and a customizable markup.
  • A discount rate is incurred when a charge is processed unless the charge is voided.
  • A transaction fee is incurred when a charge or refund is initiated.
  • Some fee options depend on the processor and payment method, such as card-present versus card-not-present.

Need Help?

Contact Paystri Support if a charge or fee does not match the pricing shown in your account or agreement.

Reference

Refunds, Voids, and Related Fees in Tilled

Overview

Refunds and voids affect both the customer’s payment and the fees associated with the original transaction.

Steps

  1. Open the payment in the Payments area.
  2. Confirm whether the payment has batched.
  3. If it has batched, use Issue Refund.
  4. If it has not batched, Tilled may void the payment and reverse the authorization.
  5. Review the resulting payment and fee details.

Important Information

  • Refunds incur an additional transaction fee plus fees associated with the original charge.
  • Voided payments do not incur an additional transaction fee, and fees related to the original charge are reversed.
  • A partial refund may have different timing and behavior from a same-day full refund, especially for card-present payments.

Need Help?

Contact Paystri Support if the action results in a refund when you expected a void, or if a fee is unclear.

Reference

Tilled Fee Types and Billing Triggers

Overview

The fee trigger explains when a charge, refund, dispute, account event, or terminal event can create a fee.

Steps

  1. Identify the fee on the merchant pricing or statement details.
  2. Match the fee to the applicable type below.
  3. Compare the trigger date with the transaction, payout, or account event.
  4. Contact Paystri Support if the fee cannot be matched to an account event.

Important Information

Tilled documents these examples:

  • Discount rate: charged when a charge is processed, unless voided; billed when the payment settles.
  • Transaction fee: charged when a charge or refund is initiated; billed when the payment is initiated.
  • Retrieval fee: associated with a retrieval request when the dispute status is warning_needs_response.
  • Chargeback fee: associated with a formal dispute when the dispute status is needs_response.
  • Reversal fee: associated with a reversed dispute when the dispute status is won.
  • Monthly account fee: billed on the last day of the month when configured.
  • Monthly minimum fee: applies when monthly fees are below the configured minimum.
  • Bank-account-change fee: may apply when bank-account information is updated.
  • Monthly terminal fee: may apply to card-present pricing templates.

Need Help?

Contact Paystri Support with the statement date, fee description, and merchant account if you need help identifying a charge.

Reference

Articles that need Paystri console validation before publishing

The official public sources reviewed did not provide enough merchant-facing detail to safely publish exact step-by-step instructions for these topics. Create them only after Paystri confirms the current Dashboard labels, permissions, processor differences, and support process.

Disputes & Chargebacks
  • How to View a Tilled Dispute
  • How to Respond to a Tilled Dispute
  • How to Upload Tilled Dispute Evidence
  • Tilled Dispute Deadlines and Evidence Requirements
  • Understanding Tilled Dispute Statuses
  • How to Track the Outcome of a Tilled Dispute

Tilled’s public documentation confirms that the Dashboard supports dispute resolution and that merchants can receive new-dispute, retrieval-request, dispute-won, and dispute-lost notifications. It does not provide a complete merchant-console evidence workflow or Paystri-specific response deadline policy in the sources reviewed.

Reference pages:

Reports & Reconciliation
  • How to Download a Tilled Report
  • Balance Transactions in Tilled
  • Interchange Reports in Tilled
  • Tilled Report Exports
  • How to Search and Filter Tilled Transactions
  • How to Match Transactions to a Tilled Payout

The sources confirm provider-dependent payment, refund, payout, and dispute reporting, but not the current merchant-facing report menu, export button, or exact filter names.

Reference page:

Terminals & Card-Present
  • How to Add a Tilled Terminal
  • How to Activate a Tilled Terminal
  • How to Replace a Tilled Terminal
  • How to Deactivate or Remove a Tilled Terminal
  • Tilled Terminal Statuses

The public terminal documentation confirms that setup, activation, connectivity, batching, resetting, and hardware troubleshooting are supported, but it does not provide the complete current merchant-console procedure for each action.

Reference page:

Payments
  • How to Run a Tilled Virtual Terminal Transaction
  • How to Create a Tilled Payment Link
  • How to Use Tilled Hosted Checkout
  • Troubleshooting a Declined Tilled Payment
  • How to Find Customers and Stored Payment Methods in Tilled

The sources confirm these capabilities, but the exact merchant-console screens and Paystri-specific permissions should be verified before publishing.

Reference pages:

Getting Started and Account Management
  • How to Turn On Tilled Two-Factor Authentication
  • How to Close a Tilled Merchant Account
  • How to Change the Tilled Account Owner
  • Tilled User Registration and First-Time Login Walkthrough

The public sources reviewed confirm password reset, user invitations, roles, and owner reassignment support, but not a complete merchant-facing two-factor-authentication or account-closure workflow.

Reference page:

Manual HubSpot checklist
  1. Open the existing Knowledge Base without changing the homepage, existing categories, existing URLs, or existing articles.
  2. Create the new top-level category Tilled with the description above.
  3. Create the eight Tilled subcategories in the requested order.
  4. Feature the Tilled category on the existing Knowledge Base homepage only as the new addition; do not reorder or redesign existing categories.
  5. Add a Paystri-branded category description or category-page content using the landing-page copy above, if the current Knowledge Base theme supports it.
  6. Create the ready-to-publish articles, assign each to the correct Tilled subcategory, and set the article URL slugs to short Tilled-specific slugs where available.
  7. Add the Tilled tag plus relevant topic tags to each article.
  8. Review the existing Knowledge Base for unpublished or private Tilled articles before creating any article with the same question. The public search checked accessible Paystri Help Center results and found generic Paystri Gateway virtual-terminal articles, not Tilled-specific matches; those generic articles should remain unchanged and should not be mixed into this section.
  9. Preview every article, verify the current Tilled Dashboard labels, and publish only after Paystri Support confirms the merchant-facing workflow.
  10. If a dedicated /tilled landing page is required, create a separate Website or Landing Page at /tilled and link it to the Tilled Knowledge Base category. Do not change the Knowledge Base root URL, because HubSpot applies that root to existing article URLs.
  11. If the current Knowledge Base theme cannot create a category-specific hero/search experience, use the native Tilled category page and the existing global Knowledge Base search instead.
  12. After publishing, test the Tilled category, each subcategory, article links, search tags, and the existing Help Center homepage to confirm no existing content or URLs changed.
HubSpot implementation notes
  • HubSpot supports creating categories and subcategories, featuring a category on the Knowledge Base homepage, adding featured articles, tagging articles, and customizing individual article slugs.
  • Native category visibility depends on having at least one visitor-accessible article in that category.
  • HubSpot’s native Knowledge Base documentation does not establish that a category can have an independently customized /tilled landing-page URL. A separate Website or Landing Page is the safer route for that exact URL.
  • Changing the Knowledge Base root URL would affect existing article URLs, so it should not be changed for this request.
  • A separate additional Knowledge Base is a different option on supported legacy setups, but it would not be a section inside the existing Help Center and should not be used unless Paystri explicitly wants a separate Help Center.
Source list Official Tilled sources HubSpot Knowledge Base sources