Payments

How payouts work

Customer payments go straight to your own Stripe account — Zillo never holds your money. Zillo's platform fee comes out at the moment of sale, and Stripe pays your balance to your bank on the schedule you choose (daily, weekly, or monthly). This page covers the money flow, the fee, payout timing, and why a payout might be delayed.

Refunding an order

Refund a whole order or just selected line items from the order page. Refunds reverse the customer's payment through Stripe, void anything that was issued (gift cards, tickets, vouchers, bookings), free up booking and event capacity, recredit any gift-card balance used to pay, and cancel memberships — and the 3% platform fee is reversed automatically.

Order statuses

Orders move along the happy path Pending → Paid → Fulfilled. Refunded, Partially refunded, and Cancelled are the final states for orders that don't complete normally. This is the reference for what every status means, plus what to do when an order is stuck on Pending or a customer says they never got their email.

Creating a manual sale

Record a sale you took off-platform, issue a free $0 comp order, or email a customer a pay-now checkout link — all from Orders → New manual sale. Manual sales are part of Zillo Pro.