Overview
The Online Payment Request feature lets your team generate a secure checkout link for any invoice or statement balance and share it with the patient via SMS or email. When the patient clicks the link, they're taken to a hosted payment page where they can pay by credit card. Once the payment goes through, Suno automatically records it against the invoice and (optionally) notifies the staff member who created the request.
Prerequisites
Before you can use Online Payment Requests, the following must be in place:
Payment Processor account connected to Suno: Your practice must have an active payment processing account linked to the clinic. Contact your Suno administrator if this hasn't been set up.
Creating a Payment Request
From a Patient's Billing Tab
Navigate to the patient profile and open the Billing section.
Find the invoice you want to collect on, click the three dots to the right of the invoice and then select the Patient Online Payment Request option.
The Create Online Payment Request form opens, showing a summary of the invoice.
Fill in the form:
Amount: Enter the dollar amount you'd like to request. This can be the full balance or a partial amount.
Description (optional): Add a note that will appear on the request record (e.g., "Hearing aid fitting, remaining balance").
Apply Processing Fee: If your practice has credit card processing fees enabled, this checkbox will appear. When checked, the processing fee percentage is automatically calculated and added to the total. A breakdown of the subtotal, fee, and total charged is shown.
Note: If you would like this option enabled, please reach out to Suno support.
Notification Method: Choose how you'd like to send the payment link:
SMS: Pre-fills a text message with the payment link and navigates you to the patient's messaging screen to review and send.
Email: Opens the email composer with the payment link and an attached invoice PDF.
Both: Sends the link via both channels.
Neither: Creates the link without sending it. The link URL is displayed in a notification banner so you can copy and share it manually.
Click Create Payment Link.
Note: The payment link is not automatically sent to the patient. You always have the opportunity to review and send the message yourself.
Viewing Previously Created Links
In the Patient Billing section, an Online Payment Requests tab shows all prior online payment requests for that invoice, including their date, amount, status, description, and a copy button for the URL.
Payment Request Statuses
Each payment request goes through a lifecycle tracked by these statuses:
Status | Description |
Requested | The payment link has been created and is awaiting patient action. |
Completed | The patient has successfully paid. The payment is automatically recorded on the invoice. |
Ongoing | Used for recurring/subscription payment plans. At least one installment has been paid but more remain. |
Canceled | The request was manually canceled by a staff member. The checkout link is invalidated. |
Expired | The payment link expired before the patient used it (checkout sessions have a time limit set by Tilled). |
Failed | The payment attempt failed (e.g., card declined, processing error). |
Managing Payment Requests
Online Payment Requests Tab
From a patient's Billing section, click the Online Payment Requests tab to view all requests for that patient.
Actions
For each active request, you can:
Copy URL: Copy the payment link to your clipboard to share it however you prefer.
Send via SMS: Opens the patient messaging screen with the payment link pre-filled.
Send via Email: Opens the email composer with the payment details and link.
Refresh: Syncs the payment request status with Tilled (useful if a status update hasn't come through yet).
Cancel: Cancels the payment request and invalidates the checkout link. You'll be asked to confirm before canceling.
Tip: You can re-send a payment link as many times as needed while the request is in Requested or Ongoing status.
What the Patient Sees
Direct Payment Link
When a patient clicks the payment link, they are taken to a secure, branded checkout page hosted by Tilled. The page displays:
Your practice logo and name
The amount due
A Pay Now button that opens the Tilled payment form
The patient does not need a portal account to pay via the direct link.
Expired Links
If a patient clicks an expired link, they see a friendly message explaining that the link has expired and providing your practice's phone number to request a new one.
Notifications
To Staff
Payment Completed: When a patient completes a payment, the staff member who created the request receives an email notification (if they have payment request notifications enabled in their profile settings). The billing tab also updates in real time.
To Patients
Payment Request Created: When using the bulk feature, patients automatically receive an email (or SMS fallback) with a personalized message including the payment link and amount owed.
Payment Receipt: After a successful payment, the patient receives an email with a PDF receipt attached (if the staff member who created the request has patient receipt notifications enabled).
Reporting
Online Payment Requests have a dedicated report available under Reports > Online Payment Requests. This report shows all payment requests across patients and includes:
Requested date
Amount
Description
Patient name
Invoice number
Invoice balance
Request status
Charge ID
Request URL
The report can be filtered by date range, clinic, and status, and can be exported to CSV.
FAQ
Can I request a partial payment? Yes. Enter any amount up to the invoice balance when creating the request.
Can I create multiple payment requests for the same invoice? Yes. You can create as many requests as needed. Each generates a unique checkout link.
What happens when a payment is completed? The payment is automatically posted to the invoice. If the invoice balance reaches zero, the invoice status is updated to Completed.
Can I cancel a payment request after creating it? Yes, as long as the request is still in Requested or Ongoing status. Canceled requests cannot be reactivated; you'll need to create a new one.
What payment methods can patients use? Patients can pay using credit or debit cards through the Tilled-hosted checkout page.
Is the checkout page secure? Yes. All payments are processed through Tilled's PCI-compliant hosted checkout. Your practice never handles raw card data.