In situations where an owner has not yet paid for an item and that item needs to be returned, your team can follow these steps to appropriately account for the refund as well as the returned product.
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.
If 24 hours have passed since the visit was closed, you can follow these steps to return the product:
Navigate to the patient’s invoice screen (patient does not need to be checked in)
Click +New Invoice at the top of the Invoices column
Enter the Reason for Invoice and select Provider
Add the product that is being returned to the invoice with a negative quantity and negative price
Navigate to Payments and Ledger
Issue a refund on the current invoice using Payment Type ‘Refund’ and Payment Method ‘Other’ for the negative invoice balance. It is always best to record payment notes explaining the situation (we recommend including the invoice ID)
From the Payments panel, select the previous visit invoice from the drop down (the invoice that the original product is on – this should have an invoice balance)
Apply a payment on the previous visit invoice using Payment Type ‘Payment’ and Payment Method ‘Other’ for the amount of the refund that was just processed on the current adjustment 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.
📓 To learn more about Returns, check out our Refunds and Returns Guide!