Invoices closed within the last 24 hours
Navigate to the Invoice.
Click on Reopen Invoice at the bottom of the invoice.
Add the discount by clicking on the Add Discount button at the bottom of the screen. The selected discount will be applied to all items on the invoice.
The invoice balance should change from $0.00 to a credit from the discount.
Navigate to the account ledger and open the Payments panel.
Issue a refund to the client's original form of payment.
Check the patient out and close the invoice.
Note: To reopen an invoice, your user role must have the reopen_invoice permission, and the invoice must have been closed within the last 24 hours. Reopening and editing a closed invoice can affect reports that calculate financial data based on the invoice closing date, including the Practice Summary, Provider Summary, and A/R Summary reports.
Invoices closed more than 24 hours ago + less than 2 weeks ago
If the invoice was closed more than 24 hours ago but less than 2 weeks ago, an admin can submit a Reopen Invoice ticket to Instinct support so you can adjust the original invoice. Our team will handle these requests and notify you once the invoice is reopened. See Reopen a Closed Invoice for more details.
Invoices closed more than 2 weeks ago cannot be reopened. Instead, follow the steps below to create a new invoice to account for the adjustment.
Invoices closed more than 2 weeks ago
Navigate to the patient's invoice screen (patient does not need to be checked in)
Click +New Invoice at the bottom of the Invoices column
Enter the Reason for Invoice, Service, and Provider
Add a line item for the discount. If your practice does not have a product titled 'Discount,' you may use a miscellaneous product and rename it 'Discount'
Calculate the dollar amount that would have been discounted from the previous visit invoice and record that amount as a negative price for the product
Navigate to the Payments Panel
Issue a standard refund to the client's original form of payment on the current invoice for the negative invoice balance. It is always best to record payment notes, over-communicating the refund details
Close the invoice
Instinct Payments and Gravity Payments customers (invoices closed more than 24 hours ago)
If your practice processes payments through Instinct Payments or Gravity Payments and the invoice was closed more than 24 hours ago, you can refund the original settled payment (partially or in full for Gravity users) directly.
This must be done by refunding the original invoice and then:
After adding the discount line item to the new invoice with a negative price, navigate to the Payments and Ledger screen.
Locate the client's original payment for this invoice and click the three-dot menu next to it. Select Refund.
For Instinct Payments users, a new window will open for you to select the amount you’d like to refund from the original payment. Gravity can not issue partial refunds.
Open the Payments panel and issue a refund on the new/adjustment invoice using Payment Type: Refund and Payment Method: Account Correction (or Other if your practice has not created a dedicated Account Correction payment method) for the negative invoice balance. Record payment notes, including the invoice ID.
Select the original visit invoice from the drop-down in the Payments panel.
Apply a payment on the original visit invoice using Payment Type: Payment and Payment Method: Account Correction (or Other) for the amount of the refund just processed.
Close the invoice.
Still need help?
Contact support via live chat or email [email protected].