Client account management: Voiding payments

Estimated reading: 4 minutes

Posted payments, including change given, can be voided in cases of an entry error.

Before you start

It is best practice to perform a void in the same daily period as the original transaction for ideal reporting. Voided payments are reflected as negative transactions in the daily period reports for date they were performed.
Voided payments are tracked to both the logged in user ID and Cashier ID, if applicable.
For Multi-Location Single Database (MLSD) configured practices, you must be logged into the practice that posted the original transaction to perform a void.

Navigate to either:
- Client Account window > double-click specific payment
- Patient Clipboard > Account Information tab > double-click specific payment
Enter your cashier password, if applicable, and press the Tab key.
Click anywhere within the payment row to highlight it. Click Void.
Click OK to confirm the void.
Click Post.
Print receipt as needed.

Navigate to either:
- Client Account window > Double-click invoice row > Payment
- Patient Clipboard > Account Information tab > Double-click invoice row > Payment
Enter your cashier password, if applicable, and press the Tab key.
Click anywhere within the payment row and Ctrl + D. Note: There is not a void button when voiding from an invoice.
Click OK to confirm the void.
Repeat steps 2-3 for any additional payment entries attached to the invoice that need to be voided.
Reenter correct payment information, if applicable.
Verify ending balance information is correct.
Click Save.
Click Cancel to close invoice and return to the Account Information window.

General

Payments attached to an invoice are quickly identified with the invoice # in the Client Account windows. For integrated payments, the invoice # will display in the hover details.
Change given can be voided in the same manner as a payment. Follow the same steps if change given is associated with a payment on account or attached to an invoice.
If the invoice and associated payment need to be voided, voiding the invoice will ask if you want all payments reversed.
- Click Yes to void the payments on the confirmation window. Enter your cashier password, if applicable.
- If the invoice is voided, but attached payments are retained, they will remain on account and cannot be voided.
- Security access to void invoices is required.
Uncheck Hide voided items to view voided transactions from either client account window or Patient Clipboard tab. Voided transactions can also be excluded from the Client Account History report.
Refreshing the client account window or tab after posting a transaction or a period of inactivity before completing any transaction will ensure you are working with most current data and avoid duplicate transactions that could be entered at another workstation.

Integrated payments

Integrated card payments can be voided in the same manner, and if voided after the original transaction batch is closed, are processed as a return.
If voiding an integrated payment from a closed batch, a return is processed automatically. Based on the vendor, a Return window may appear to perform a return rather than a void for the transaction. Complete all required fields to process.
Debit card voids are automatically treated as a return.
The Order ID is displayed in the payment window and can be used to locate the transaction in your payment processor’s portal.

A/R by provider

This section only applies to practices that have the A/R by provider defaults turned on.

You may have to enter the percentage for the applicable staff ID to apply the new A/R when voiding a payment.
If the default Set to apply payments to specific invoices is selected, voiding an invoice without voiding associated payments will apply payment to oldest balance.
To have a payment apply to a corrected invoice, void both the invoice and the payments and reenter corrected invoice with new payment information.