Use this workflow when a product needs to be returned before the client has paid. The steps depend on how long ago the visit invoice was closed.
Choose the Right Path
Invoice closed within the last 24 hours → Reopen and void the item
Invoice closed more than 24 hours ago → Create an adjustment invoice
Invoice Closed Within 24 Hours
If the visit invoice was closed within the last 24 hours, you can reopen the invoice and remove the product using the below steps:
Navigate to the Invoice
Click on Reopen Invoice at the bottom of the invoice.
Identify the item on the invoice that needs to be removed and select the 3-dot menu to the left of the product. Click ‘void’ to void the item from the invoice
Close the invoice
The invoice balance, account balance, and account credit should be $0.00 as long as no other balance is due for other invoices.
Invoice Closed More Than 24 Hours Ago
If 24 hours have passed since the visit was closed, you can follow these steps to return the product:
Create an Adjustment Invoice
Navigate to the patient’s Invoice screen
(Patient does not need to be checked in)Click + New Invoice
Enter a clear Reason for Invoice
Select the appropriate Provider
Add the Returned Product
Add the product being returned
Enter:
Negative quantity
Negative price
Record the Refund
Go to Payments and Ledger
Issue a refund on the adjustment invoice:
Payment Type: Refund
Payment Method: Other
Amount should match the negative invoice balance
Add detailed payment notes
(Include the original invoice ID for audit clarity)
Apply the Offset Payment
From the Payments panel, select the previous visit invoice
(The invoice that contains the original product charge)
Apply a payment:
Payment Type: Payment
Payment Method: Other
Amount should match the refund just processed
Close the invoice
The invoice balance, account balance, and account credit should be $0.00 as long as no other balance is due for other invoices.