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Credit Card versus Cash Payments

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19 comments

  • Lisa Pellegrin

    I have a similar concern.  I spent several hours trying to figure out why my payouts weren't matching my income report in the system.  I finally started going through each client one by one, and discovering that due to the "cash" default, I'd lost out on a significant sum of money.  This is an easy mistake to make, and now I feel I must go back to clients and chase down about $6000 total.  The ease of getting paid seemed to be a distinct advantage of Simple Practice, but now this has backfired!

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  • Honey Massey

    I also now obsessively double check that I processed payments as credit because I didn't realize for a while that the default was cash. I found some transactions (a couple hundred dollars!) from last summer where it went under cash and now I've lost out on that money. It's incredibly frustrating! Please change the default setting to credit. Thank you!

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  • Jessica Stults

    Agreed, this is is awful. I just found out I'm missing out on almost $500 from a month ago and I have to go back and have some really awkward conversations with clients. There should either be no default -- you have to choose something -- or a credit card default, because it would not occur to a lot of people -- until they get burned like this! -- to look closely and make sure they are actually charging clients and not accidentally inputting imaginary cash payments.

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  • Roxane Thorstad

    Yes - our group practice has run into the same thing and there is no way of cross checking cash payments for our practice.  Therapists have to "catch" the mistake themselves which is easy to miss.  Would love to have Simple Practice change credit card to default even if client has paid with cash in the past!  Thank you.  After seeing the post from Lauryn after mine, I wanted to add that we also ran into a significant payroll issue that ended up being about $10,000 collected as cash.  Our admin team also spent a significant amount of time helping the team correct the errors, and in some cases where the clients had payments dating back to last fall, it wasn't appropriate to back bill.  So, this has been costly.  We do have a workaround for cross checking now, but this was never a problem before and we had no idea that the new software update would create this problem.  

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  • Lauryn Divers

    Yep, us too. We even paid therapists over $6,000 on over $9,000 collected as cash. I’ve spent several hundred paying an assistant to review every single client’s billing to sort this. It’s been a nightmare. SP, we need this fixed ASAP! Other SP users likely haven’t caught these errors yet!

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  • Andi Grandy

    Yes, this is such a nightmare to have to correct. If a card is on file that should be the default way a payment is collected.

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  • Zamira Pla

    I have had the same issue. Is there a way to default to credit card payment? Thank you!

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  • Amy Cleckler

    this happened to me too! all of a sudden, as of Oct 2022, some clients' (some old, some new, some insurance, some self pay, etc) charges started defaulting to 'cash' when they had a credit card on file. i imagine almost no one takes cash for therapy! i would very much like to have someone at SP reach out to me about this issue bec it's been upsetting to clients and to myself to try to sort out what in one case is $3300 owed bec of this flaw in the system!!

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  • Daniel Nevins

    Same here.  Does anyone know how to fix this?!!!

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  • Amber Cooley, MFT

    I just discovered this as an issue for many of my transactions as well. I still need to go back and see how much money I actually didn't collect thinking that I had. I'm not thrilled that I will have to now ask clients for a large sum payment from some of my clients due to this oversight. This needs to be fixed by simple practice. Most of my clients payments default to their credit card so that was my working assumption for all clients.

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  • Mia Goldman

    Simple Practice, this is not okay and needs to be addressed quickly! Costing therapists more money when paying for a service that is supposed to help our business. This is now the 2nd time I have been in this situation where I have lost so much money because the payment method defaults to cash and I don't realize until many months later! Now this is not my patients' fault and they suffer the consequences, even though I have waived payments when this has happened it shouldn't be happening when I have default credit cards in place with all my patients. Cash payments are rarely made, if ever, and should not be a default option. Payment methods should be more visible on all possible pages not just visible under transactions because they are clearly being overlooked. Please fix this Simple Practice!

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  • Huldah Adams

    Oh wow!  I am both glad and frustrated at the same time!  Glad I am not the only one who made this error due to cash being the default, but frustrated that this thread is overlooked by SP staff.   I lost over $1100 in billing due to this silly default, and now am in the process of developing OCD with the checking and cross checking to make sure I don't do this again.  I see there are crickets on here from SP staff, but it would be wonderful to get a response as I agree with those above who stated this should be quite an easy fix.  

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  • Margaret (Maggie) Liu

    This happened to me too… this is awful. Even something as simple as a button to confirm that you know you are adding a cash payment would have helped. I hate that this is now a clinical issue I’ll have to sort through with clients.

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  • Aaron Chapman

    I just discovered that I've made the same mistake for many clients and now have to recoup those payments. If a credit card has been placed on file it should automatically be the default payment, not cash. 

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  • Lisa Pellegrin

    Update:  I just went to enter a new client's first payment and no button was selected!  I did not have to go undo "cash," I had to pick something before it would let me enter payment.  I'm so glad, after all the trouble this caused me, I'm still chasing after a little bit of money from the errors.

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  • Sandi Wiggins

    Simple Practice continues to be complicated and this is just one example. Notice there is no one from SP responding to this thread.

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  • Charles Mandell, MFT

    Same thing happened to me. 

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  • Leslie Lindsey, LCSW

    This is absolutely horrific. I had to deal with this at the end of last year and wrote off a large amount. I literally just realized it has happened yet again with two different client accounts. I seriously thought I'd been obsessively checking and checking that I was using ccard on file. So now I have choice - embarrassed, go to my clients for a significant amount or write off (yet again) another significant amount. The issue - I risk trust with my clients (I either have to work out a payment plan or write off as lost income). When I attempt to send a statement to the client to justify, it shows paid in full (of course) although it doesn't identify the "cash" payment unless I jump through hoops and zig-zag to get there - and the report I could provide is certainly less than stellar. I already have a certain pro-bono percentage in my practice. We pay a fee to Simple Practice on payment even if it's cash - this means we have made a duplicate percentage payment to Simple Practice for an error that could be argued many angles - and the increased percentage to utilize this platform continues to increase. What a huge, huge loss and disappointment.

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  • Honey Massey

    I have been dealing with this issue for quite some time, and yesterday I just encountered yet another way that cash comes up as the default. When selecting the option to "create invoice and add payment" under the "manage" tab under "billing," the default goes right to "cash" even though there is a credit card on file that is selected as default payment. I realized right then that many clinicians are most likely accidentally charging the fee to cash when they meant to select credit card. It would be extremely rare especially in the age of telehealth for someone to be collecting a cash payment. Please fix this as it does not reflect the reality of these business operations with customers and also causes loss of income for clinicians. And we can't afford to lose income...

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