About This Report
This report highlights accounts showing a $0 balance on open or closed invoices. In these cases, charges and credits offset one another, creating a net zero balance; however, the transactions may not be correctly allocated to the appropriate invoices.
Recommended Action
We recommend reviewing each account in this report to confirm the accuracy of all associated transactions. If discrepancies are found, adjust or reconcile the entries as needed to correct any false zero balances and ensure accurate allocation.
Need Assistance?
If you encounter a large number of false $0 balance accounts, our Customer Support Team is happy to help. Please reach out to [email protected] for assistance.
Users need to have the analytics_false_zero_balance_report permission added to a role to access this report in Analytics.
The False Zero Balance Summary Report consists of the following:
Report Info Tab
The Report Info tab is the report’s cover page. It contains the Hospital Name and Location. The tab also shows the report’s date/time range and date of creation.
Glossary Tab
The Glossary tab contains terms and definitions for column headings throughout the report for clarity.
For the False Zero Balance Summary Report, the glossary only displays a note describing its purpose.
False $0 Balance Accounts
The False $0 Balance Accounts Tab includes the following information:
Account ID
Account Label
Account Type
Account Alerts
Tax Exempt
Client Name
Client First Name
Client Last Name
Client Address
Unapplied Payments
Account Balance
Current Balance
Over 30 Days Balance
Over 60 Days Balance
Over 90 Days Balance
Over 120 Days Balance
Client Phone Number
Client Email
Patient(s) – list of client’s pets whose invoices have balances or credits
Account Notes
Date of Last Payment
Invoice IDs
Recommended Action on False Zero Balances
When you find an account on the Financials tab with a $0 balance, an alert ⚠️ will display to help identify situations where a payment may have been applied to the wrong invoice, or where account deposits haven’t yet been associated with an invoice.
Hovering over the tooltip will display one of three scenarios indicating how the money should be allocated:
An overpaid invoice and an underpaid invoice
An unapplied account credit
Multiple unpaid invoices with available account credits
To move the money to the correct invoice and ultimately remove the account from the Financial Ledger, your team will want to follow the steps below:
Overpaid Invoice and an Underpaid Invoice Scenario
Using the payments panel, identify which patient has the invoice balance and check each invoice to find where the overpayment was made. There should be an invoice that has a negative balance and another invoice that has the same amount as a balance:
Invoice 13090 is overpaid by $440.91 and Invoice 13089 is unpaid by $440.91
Once those invoices are identified, select Unapply Payment(s) using the three-dot menu next to the overpaid invoice on the financial ledger:
A pop-up box will appear for you to enter the overpayment amount to move into the Account Credit:
The funds will then move into the account’s Account Credit.
Finally, apply a payment using Payment Type “Payment” and the Payment Method “Account Credit” of the same amount (as long as these balances match) to pay off the visit invoice with the balance.
The account should now display a $0.00 balance and will no longer show on the Financial Ledger with a False Zero Balance.
Recommended Action on Account Credit Scenario
If you see the tooltip where there are funds in the Account Credit and one or more invoices are unpaid, you simply need to allocate those credits to the invoice(s).
One Invoice: Select the invoice that is unpaid and apply a payment using Payment Type “Payment” and the Payment Method “Account Credit” of the same amount to pay off the visit invoice with the balance.
Multiple Invoices/Pets: Using the Account tab in the Payments panel, select “Balance Payoff” and use Payment Method “Account Credit” to pay off all the visits with a balance.
The account should now display a $0.00 balance and will no longer show on the Financial Ledger with a False Zero Balance.