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Client Refund Shows Up as a Credit

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8 comments

  • Erika Bugaj

    I am also having this issue after refunding clients for overpayments. I cannot remove the credits.

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  • Kirsten Rehman

    I'm having this issue, too. The original issue happened last week when my client's card was charged twice for one session (I don't know how this happened!). I refunded the payment and it still appears as a credit in their account. Please help!

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  • Dr Lowenthal

    Same issue.   Refund is showing as a credit.   Is Simple Practice aware and fixinf this bug?

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  • Julie Talcott

    Same issue.  Apparently no one knows the answer!  

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  • Zaena Isaac

    Same issue. It has worked properly in the past.

     

     

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  • Anna Padgett

    I'm running into the same issue and can't seem to find a resolution. Has anyone heard anything since this post was made?

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  • Julie Talcott

    I did put in a request into support and received an answer.  I have tried copy/paste the answer here but the screen shots did not copy for some reason.  Hopefully you can be helped by the description only.

    • Hi Julie,
       
      I hope you're having a good day. My name is Jain and I would be happy to assist you with this.
       
      For context, an unallocated payment amount will appear when a payment is added/processed and isn’t allocated/used towards an invoice, or if a payment is added to an invoice that’s then deleted. A negative unallocated amount (adjustments) can appear if an unallocated payment is refunded back to the client. While we recommend allocating all payments, please note that simply leaving them as unallocated does not affect a client’s overall balance.
       
      For this client, $60 of the unallocated payment and the full unallocated adjustment amount is coming from the 2/14/23 refund.
       
      To clear the unallocated adjustment amount, you can first allocate the unallocated adjustments amount (-$60) to paid invoices. Then you can apply the unallocated payment amount to the same invoices you applied the unallocated adjustment. To do this:
       
      • Navigate to the client’s Overview > Billing tab
      • Filter by Unallocated
      • Click View next to the negative unallocated amount
       

       
      • Click Select invoice
      • Choose an invoice and input "-$60" in the Allocation amount
       

       
      • Click Allocate
       
      Once you allocate the -$60 towards an invoice (INV #201 in my screenshot example), it'll mark that invoice unpaid for $60. Next you can allocate the unallocated payment amount to the invoice you just used. To do this:
       
      • Navigate to the client’s Overview > Billing tab
      • Click Add Payment
      • ONLY select the invoice used for the unallocated adjustment amount
        • INV #201 in my screenshot example
        • Uncheck all other invoices
      • Check the box next to Apply available credit
      • Click Allocate credit
       
      Once you do this, the client's unallocated adjustment will be cleared and the unallocated payment will update to $62.04. The remaining $62.04 is coming from the 2/7/23 payment. This payment was processed for $92.04 but only $30 was allocated/used towards an invoice. Therefore, the remaining $62.04 is sitting in the client's account as a credit. 
       

       
      You can use the $62.04 and allocate it towards any unpaid invoice. You can do this by clicking Add Payment and checking the box next to Apply available credit before completing the transaction. 
       
      For a video walkthrough on unallocated payments, see How to manage unallocated amounts. For more information on allocating payments, please see Navigating client payments.
       
      Please review this email and feel free to reach out if you have any other questions, and I'd be happy to assist.
       
      Best,
       

      Jain
      Insurance Specialist


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    •  
      Julie Talcott

      I could not follow the directions to clear the unallocated payment of $60 because I did not have an allocate button on my screen where your screen shot did. Could someone please call to help at 940-577-6304?

    •  
      Jain
      Hi Julie,
       
      I hope you're having a good day. I would be happy to clarify.
       
      In order to able to click the Allocate button, you need to input a total of -$60 under Allocation amount. Then the Allocate button can be clicked in the top right corner.
       

       
      Keep in mind that this screenshot was taken directly from your account.
       
      If you are still having trouble following the workflow provided in the previous email, please let me know and we can schedule a Zoom call.
       
      Feel free to reach out if you have any other questions.
       
      Best,

      Jain
      Insurance Specialist


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    •  
      Julie Talcott

      Hi Jain! Great, thank you. That worked!

      Your email (#3212200 (https://support.simplepractice.com/hc/requests/3212200) ) has been updated.

      The SimplePractice Customer Success Team sent you a new message. To maintain the highest level of security, we ask that you log into your secure portal to respond to or update this request: Your unique SimplePractice portal (https://support.simplepractice.com/hc/en-us/requests) .

      Jain (SimplePractice Customer Success)

      Mar 14, 2023, 10:38 AM PDT

      Hi Julie,

      I hope you're having a good day. My name is Jain and I would be happy to assist you with this.

      For context, an unallocated payment amount will appear when a payment is added/processed and isn’t allocated/used towards an invoice, or if a payment is added to an invoice that’s then deleted. A negative unallocated amount (adjustments) can appear if an unallocated payment is refunded back to the client. While we recommend allocating all payments, please note that simply leaving them as unallocated does not affect a client’s overall balance.

      For this client, $60 of the unallocated payment and the full unallocated adjustment amount is coming from the 2/14/23 refund.

      To clear the unallocated adjustment amount, you can first allocate the unallocated adjustments amount (-$60) to paid invoices. Then you can apply the unallocated payment amount to the same invoices you applied the unallocated adjustment. To do this:

      * Navigate to the client’s Overview > Billing tab
      * Filter by Unallocated
      * Click View next to the negative unallocated amount

       

       

      * Click Select invoice
      * Choose an invoice and input "-$60" in the Allocation amount

       

       

      * Click Allocate


      Once you allocate the -$60 towards an invoice (INV #201 (https://support.simplepractice.com/hc/requests/201) in my screenshot example), it'll mark that invoice unpaid for $60. Next you can allocate the unallocated payment amount to the invoice you just used. To do this:

      * Navigate to the client’s Overview > Billing tab
      * Click Add Payment
      * ONLY select the invoice used for the unallocated adjustment amount

      ** INV #201 (https://support.simplepractice.com/hc/requests/201) in my screenshot example
      ** Uncheck all other invoices

      * Check the box next to Apply available credit
      * Click Allocate credit


      Once you do this, the client's unallocated adjustment will be cleared and the unallocated payment will update to $62.04. The remaining $62.04 is coming from the 2/7/23 payment. This payment was processed for $92.04 but only $30 was allocated/used towards an invoice. Therefore, the remaining $62.04 is sitting in the client's account as a credit.


      You can use the $62.04 and allocate it towards any unpaid invoice. You can do this by clicking Add Payment and checking the box next to Apply available credit before completing the transaction.

      For a video walkthrough on unallocated payments, see How to manage unallocated amounts (https://simplepractice.wistia.com/medias/jng5ulxk5w?wvideo=jng5ulxk5w) . For more information on allocating payments, please see Navigating client payments (https://support.simplepractice.com/hc/en-us/articles/8497757602957) .

      Please review this email and feel free to reach out if you have any other questions, and I'd be happy to assist.

      Best,

      -------------------------------

      Jain
      Insurance Specialist

       

     

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  • Anna Padgett

    Hi there,

         This was extremely helpful. Thank you so much for sharing!

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