Refunds causing credit and allocation issues
I've had to issue refunds for 2 different clients today and it has caused erroneous credit and unallocated balances on both charts. Client's most recent 3 claims came back showing no copay owed, but we had already charged the copays so I processed a refund. Chart is now showing $30 unallocated and $30 unpaid by client. When I click on "unallocated" it shows me the 3 transactions for which I already processed the refunds, but doesn't allow me to select an associated invoice. Refunds were processed associated with the initial transactions. The invoice numbers were listed so it doesn't make sense that it is unallocated. There are no unpaid invoices to allocate to but it's still showing unpaid and unallocated balances. How do I fix this? Clients are notified of the balance on the account so they are calling me asking for a refund or asking why they owe more than they expected. This update is causing me major issues.
The link provided on other posts about this issue is not helping. As you can see in the image below, the billing summary box on the right shows an unallocated balance of $30, but when you look at the client transactions, none of the refunds or initial transactions say "unallocated." I just want this chart to balance. Please help.
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They mostly provided guidance on the specific issue I was having, but they also provided these links:
https://simplepractice.wistia.com/medias/pbfjviqybw?wvideo=pbfjviqybw
https://support.simplepractice.com/hc/en-us/articles/8497757602957#negativeun
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