Refunds and Voids

Invoices and issued receipts are numbered financial records. Each number is unique within the clinic and cannot be changed or reused. The app does not support deleting non-draft invoices or receipts, or changing their financial details. Correct mistakes with a supported void or refund action. Draft receipts have no issued receipt number and can still be edited or deleted.

Invoice actions affect the whole invoice; receipt actions affect one payment. Clinic admins and doctors have the required invoice and receipt action permissions by default, subject to their access to the patient and record.

Check the record first

Open the invoice and verify the patient, invoice number, currency, paid amount, and receipt history. Choose an action that matches the record’s status and the payment you need to correct.

Void an unpaid invoice

Use this when an invoice was created by mistake or should no longer be billed. You can void it only while its status is Draft or Issued and its paid amount is zero. If it has active receipts, first correct them in Correct one receipt: choose Void receipt for a payment recorded in error, or Refund receipt if the payment should be returned. Once no active payments remain and the paid amount is zero, return to the invoice and void it. Voiding keeps the invoice number and reason in its history.

1. Open the Draft or Issued invoice.
2. Choose Actions → Void invoice.
3. Enter the reason for voiding it.
4. Review the confirmation and complete the action.
5. Confirm that the invoice is now Void, and review the recorded reason in Notes.

Refund an entire invoice

Use this when the patient should receive back all payments recorded against the invoice. This action refunds the full paid amount; to correct or return just one payment, use Correct one receipt instead.

1. Open a Paid or Partially paid invoice.
2. Choose Actions → Refund invoice.
3. Read the confirmation, including the full paid amount.
4. Confirm only when that is the correction you intend.
5. Review the resulting Refunded invoice and its receipt history.

Enlarge image

This action refunds all issued payments that can be refunded and updates the related clinic wallets. You cannot enter a different partial-refund amount in this confirmation.

Correct one receipt

Use this when one issued payment needs to be reversed while keeping the rest of the invoice’s payment history. Refund a receipt when its payment should be returned; void it with a reason when the receipt was recorded in error. Both actions update the invoice’s paid amount and remaining balance.

1. Open the invoice’s Receipts section.
2. Find the exact issued receipt by amount, date, wallet, and reference.
3. Choose Refund receipt to refund that receipt’s full amount, or Void receipt to invalidate it.
4. For a void, enter the required reason.
5. Confirm, then check the receipt history and the invoice’s recalculated paid and remaining amounts.

A receipt refund retains the payment history. Reversing one receipt can reopen an invoice balance: the invoice may return to Issued or Partially paid depending on the other payments.

Receipt corrections are limited to issued receipts while the invoice is active. A receipt already refunded cannot be refunded a second time.

If the action is missing or rejected

• Check whether the invoice or receipt is in a status that allows the action.
• Confirm that you are in the correct clinic, can access the patient and invoice, and are using an action allowed for the record’s status. Clinic admins and doctors have the invoice and receipt actions in this guide by default.
• Refresh after another team member changes the invoice, then recheck the history before retrying.
• If the system reports a missing wallet or inconsistent payment state, ask your clinic admin for help rather than adding unrelated transactions.