In Instinct EMR, most payments and refunds can be voided at any time from the transaction ledger. Voiding removes the transaction from the account balance. The steps and outcomes vary depending on the payment type and whether the transaction has already been settled.
Before you begin
Account Credit Transfers cannot be voided.
Integrated payments processor transactions follow different void rules depending on their status (pending or settled).
If a payment or portions of a payment are reallocated, they cannot be voided.- Payments can only be voided on open invoices. Voiding a payment does not automatically reopen the invoice for editing.
Void a standard payment or refund
Navigate to an account ledger.
Locate the payment or refund you want to void.
Click the three-dot menu to the left of the transaction date.
Select Void.
Note: If a payment has been partially or fully reallocated as Unapplied Payments, the Void option will appear grayed out with a tooltip that reads: "At least part of this payment has been reallocated and it can no longer be voided."
Void an account payoff payment
Payments made as part of a Balance Payoff can also be voided. Because these payments are split across multiple invoices, voiding one will void all associated partial payments. Additionally, if a payment is applied across multiple invoices, voiding it will reverse its application on all associated invoices and restore the balances on each invoice.
Locate the Balance Payoff payment in the transaction ledger.
Click the three-dot menu to the left of the transaction date.
Select Void.
A confirmation pop-up will appear listing all affected invoices and amounts. Review the list carefully.
Select Void to confirm. All associated partial payments across the listed invoices will be voided.
Warning: Balance Payoff payments processed through an integrated payments processor that are in a Settled status cannot be voided.
Void or refund an integrated payments processor transaction
For transactions processed through an integrated payments processor (eg, Instinct Payments), the outcome depends on the transaction's current status:
Pending: the transaction can be fully voided, and the client's card will not be charged.
Settled: the transaction cannot be voided. You will need to issue a refund to the original payment method instead.
Warning: Voiding an integrated payments processor transaction cannot be undone. If a void was made in error, you will need to create a new transaction.
Process a refund using a correction invoice
For invoices that cannot be reopened, refunds can be processed using a correction workflow:
Create a Correction Invoice:
Add the item requiring a refund with a negative quantity and price to represent the refund.
Process a partial refund using the original payment method.
Finalize Accounting Entries:
On the correction invoice, issue a refund using the payment type "Refund" and payment method "Account Correction."
Apply a payment on the original invoice for the refund amount to align balances.
Close the invoice to complete the process. This approach ensures proper financial reporting while addressing refund needs.
View payment details with hover text
Hovering over a payment in the transaction ledger displays a summary of details for that transaction. The information shown depends on your practice's setup and may include:
Created: date and time the transaction was recorded
Card #: last 4 digits of the card used (if applicable)
Status: current transaction status (eg, Pending, Settled)
Device: the terminal or device used to process the payment
User: the staff member who initiated the transaction
Note: any note added at the time of payment
Frequently asked questions
Can I undo a void?
No. Once a transaction is voided, the action cannot be reversed. If a void was made in error, create a new payment transaction to correct it.
Why is the Void option grayed out?
The Void option is unavailable when a payment has been partially or fully reallocated as Unapplied Payments, or when an integrated payments processor transaction has already settled.
What's the difference between a void and a refund?
A void cancels a transaction before it settles—the client is never charged. A refund reverses a transaction that has already settled and returns the funds to the original payment method.
Still need help?
Contact support via live chat or email at [email protected].