Home Transactions

Transactions

A collection of help articles explaining how to track, manage, and reconcile all payment transactions processed through your account.
Zach Joarn Jenefer Ysik
By Zach and 2 others
• 7 articles

Transactions Page Overview

The Transactions Page provides an all-in-one view of your practice's financial activity, offering graphs, tables, and detailed data on all transaction types. It is designed to help you monitor, analyze, and manage payments effectively, with the ability to filter data and generate reports for specific time periods. Key Features of the Transactions Page 1. Transaction Metrics and Widgets The top section displays high-level transaction metrics, providing quick insights into your financial activity: - Gross Volume: The total revenue before fees or adjustments. - Net Volume: The revenue after fees have been deducted. - Spend / Patient: Average spending per patient. - Transactions: The total number of transactions during the selected period. Interactive Graphs: - Gross Volume Graph: - Visualizes revenue trends over time. - Enables easy identification of high- and low-revenue days. - Spend / Patient Graph: - Shows patient spending trends. - Helps assess financial performance per patient. Transaction Breakdown: - A circular chart categorizes transactions by status: - Success - Refund - Failed - Dispute 2. Transaction Table The transaction table provides a detailed view of all transactions processed, with columns for: - Account: Name and identifier of the patient or guarantor. - Paid Date: Date of the transaction. - Amount: Total transaction amount. - Net Deposit: Amount deposited after deducting fees. - Recorded: Indicates if the transaction has been logged into your system. - Source: The payment type (e.g., Virtual Payment, Terminal Payment). - Status: Current status of the transaction (e.g., Success, Pending). Actions: - Click on any transaction to view additional details or update its recorded status. 3. Filters and Customization Customize your view with the following filters: - Transaction Source: Filter by payment method, such as terminal, virtual, or auto-collection payments. - Recorded Status: View only recorded or unrecorded transactions. - Transaction State: Narrow results by success, refund, or dispute. - Time Range: Adjust the date range to display transactions from specific periods. 4. Generate Transaction Reports Easily create a detailed report for daily or custom-period transactions: - How to Run a Report: 1. Select the desired filters and time range. 2. Click on the report generation option to download a PDF or CSV file. - Report Contents: - Includes transaction details, gross and net amounts, fees, and payment sources. - Useful for reconciliation or auditing purposes. Benefits of the Transactions Page - Enhanced Visibility: Access high-level metrics and granular details in one place. - Data-Driven Insights: Use graphs and charts to identify trends and optimize performance. - Customization: Apply filters to focus on specific transactions or periods. - Efficient Reporting: Generate detailed transaction reports for accounting and compliance. The Transactions Page is a powerful tool for monitoring your practice’s financial health and ensuring accurate records. For further assistance with using the page or generating reports, feel free to contact support! 4o

Last updated on Feb 06, 2025

Transaction Popup

The Transaction Popup provides an in-depth view of individual transactions, allowing you to access specific details, manage refunds, and verify payment statuses. This tool ensures clarity and control over financial activities while providing flexibility in handling transactions. Key Features of the Transaction Popup 1. Transaction Details - Account Information: Displays the account name and identifier associated with the transaction. - Payment Information: - Amount: Total payment amount. - Payment Source: Indicates how the payment was made (e.g., Virtual, Terminal). - Payment Type: Includes card type (e.g., Visa) and the last four digits of the card number. - Payment Type Category: Specifies additional classification if available. - Dates: - Paid On: Date the transaction was processed. - Deposited On: Date the payment was deposited into your bank account. - Status: Reflects the current status of the transaction (e.g., Success, Refunded). 2. Fees and Net Deposit - Fees: Displays the total fees accrued for the transaction. - Net Deposit: Shows the payment amount after fees have been deducted. - Surcharge Impact: - If surcharges are enabled, this section will indicate whether the patient covered the transaction fee or if it was absorbed by the office. 3. Recorded Status - Recorded Toggle: - Indicates if the transaction has been recorded in the system. - Easily toggle the status on or off to update the transaction record as necessary. 4. Refund Management - Full Refund: - Process a full refund for the transaction directly from the popup. - Partial Refund: - Enter a custom amount to issue a partial refund, providing flexibility in resolving patient disputes or overpayments. How to Use the Transaction Popup 1. Review Transaction Details: - Confirm payment information, fees, and net deposit amounts. - Check if the payment has been successfully processed and recorded. 2. Manage Refunds: - Use the refund options to address patient requests or handle billing corrections. 3. Toggle Recorded Status: - Ensure the transaction is marked as recorded in your system for accurate financial tracking. 4. Check Surcharge Impact: - Verify whether the patient paid the fees (if surcharges are enabled) or if your office absorbed the cost. Benefits of the Transaction Popup - Enhanced Transparency: Access all relevant details of a transaction in one place. - Efficient Refunds: Easily process full or partial refunds with minimal steps. - Accurate Financial Tracking: Update recorded statuses to maintain consistency in financial records. - Surcharge Management: Quickly verify fee allocation to ensure compliance with office policies. The Transaction Popup simplifies managing individual transactions, providing the tools you need to handle refunds, update statuses, and review payment details efficiently. For additional assistance, contact support or consult the help center.

Last updated on Feb 06, 2025

Understanding Transaction Sources

The Transaction Source categorizes payments based on their origin, helping you easily identify how a payment was processed or initiated. By understanding these categories, you can better analyze financial data and ensure accurate tracking of transactions. Here's a breakdown of the available transaction sources: 1. Auto Collection - Definition: Payments automatically collected from patients with outstanding balances as part of an auto-collection schedule. - Use Case: - Categorizes payments initiated through automated processes. - Commonly includes overdue payments collected via email, SMS, or other automated reminders. 2. Payment Plan - Definition: Payments made as part of an active payment plan set up for a patient. - Use Case: - Tracks installment payments, ensuring they are correctly attributed to the patient’s payment plan. - Provides visibility into the progress and status of payment plan schedules. 3. Subscription - Definition: Payments made for active subscriptions or memberships. - Use Case: - Categorizes recurring payments for subscription services or membership plans. - Helps distinguish these payments from other transaction types, such as one-time payments. 4. Virtual Payment - Definition: Payments processed via virtual payment methods, such as online payment links or QR codes. - Use Case: - Includes payments initiated through patient-specific statement links or payment portals. - Commonly used for remote payments without physical interaction. 5. Terminal Payment - Definition: Payments processed through in-office credit card terminals. - Use Case: - Tracks payments made at the point of service using physical card readers. - Ideal for walk-in patients or in-office transactions. 6. Online Payment - Definition: Payments initiated through the practice’s online payment portal or website. - Use Case: - Includes payments where patients log in to view and pay balances directly via the online portal. - Enables secure and convenient payment options for patients. How to Use Transaction Sources 1. Filter Transactions: - Use the Transaction Source Filter to narrow results based on payment origin (e.g., Auto Collection, Payment Plan). - Analyze trends for specific sources, such as online payments or in-office transactions. 2. Track Revenue Streams: - Review gross and net amounts categorized by source to identify the most utilized payment methods. 3. Monitor Compliance: - Ensure payments are correctly categorized and recorded for financial tracking and reporting. Benefits of Transaction Source Categorization - Enhanced Clarity: Quickly identify the origin of payments and categorize them accordingly. - Streamlined Reporting: Generate reports based on specific sources to better understand revenue streams. - Improved Decision-Making: Analyze which sources are most effective for your practice’s payment collections. Transaction sources provide an organized way to manage and analyze payments, ensuring your financial data is accurate and actionable. For assistance with transaction categorization or reporting, reach out to support!

Last updated on Feb 06, 2025

Understanding "Recorded" and "Not Recorded"

The Recorded status on the transactions page provides insight into whether a payment has been written back to your Practice Management System (PMS) or Electronic Health Record (EHR). This visual indicator helps track payment writebacks and ensures accurate financial record-keeping. Recorded Status Indicators 1. Not Recorded (Red "X") - Definition: The payment has not been written back to your PMS/EHR. - Reason: - Writeback is enabled for the payment source, but the payment hasn’t yet been processed for writeback. - Action: - Ensure the payment is processed or manually update the recorded status. 2. Recorded (Green Checkmark) - Definition: The payment has been successfully written back to your PMS/EHR. - Implications: - Indicates the payment details have been synced with your system. - No further action is needed for this transaction. 3. Writeback Not Enabled (Gray Circle with a Line Through It) - Definition: Writeback is not enabled for this payment source, or the transaction type does not support writeback. - Possible Scenarios: - Writeback is disabled for the payment source (e.g., refunds, disputes). - The payment source, such as a manual adjustment, is not eligible for writeback. - Action: - No action required unless you want to enable writeback for the specific source or payment type. How to Use Recorded Status 1. Monitor Writebacks: - Use the status indicators to ensure payments are being properly recorded in your system. - Identify payments that require attention (e.g., those marked with a red "X"). 2. Adjust Writeback Settings: - If necessary, enable writeback for specific payment sources by updating your integration settings. - Contact support to review or adjust writeback eligibility for specific sources. 3. Track Refunds and Disputes: - Understand that refunds and disputes are not eligible for writeback and are marked with the gray circle. Benefits of the Recorded Status Feature - Improved Accuracy: Quickly identify payments that have been successfully written back versus those requiring manual intervention. - Streamlined Processes: Ensure that all eligible payments are synced with your system for accurate financial reporting. - Enhanced Transparency: Easily differentiate between payments written back, not written back, or ineligible for writeback. The Recorded Status feature helps maintain accurate financial records while providing clarity on writeback activity. For assistance with enabling or troubleshooting writebacks, contact your account manager or support team!

Last updated on Feb 14, 2025

Understanding Payment Statuses

The Payment Status of a transaction provides essential information about the current state of a payment, allowing you to track its progress and take necessary actions when needed. Each status represents a specific outcome or process in the transaction lifecycle. Here's an explanation of each status: 1. Success - Definition: The payment has been successfully processed and completed. - Implications: - Funds have been received and, if applicable, deposited into your account. - No further action is required unless a refund or adjustment is needed. 2. Failed - Definition: The payment was not successfully processed. - Details: - Reason for Failure: A failure reason is provided (e.g., insufficient funds, expired card, incorrect details). - Action: - Review the failure reason to determine next steps. - Contact the patient to resolve the issue or attempt the payment again with updated details. 3. Dispute - Definition: The payment has been disputed by the cardholder or their bank. - Details: - The funds may be temporarily withheld during the resolution process. - Disputes typically occur due to cardholder claims of unauthorized transactions or dissatisfaction with services. - Action: - Work with our support team to gather evidence and respond to the dispute. - Provide necessary documentation to resolve the issue in your favor. 4. Refunded - Definition: The payment has been refunded to the patient. - Details: - Refunds can only be initiated by you, the account holder, to resolve overpayments, billing errors, or patient requests. - Partial refunds are supported if the full amount does not need to be returned. - Action: - Ensure refund amounts and details are accurate before processing. - Review the transaction record for confirmation of the refund. How to Use Payment Status 1. Monitor Payment Activity: - Regularly check the status of transactions to identify issues such as failed payments or disputes. 2. Resolve Issues Quickly: - Address failed payments promptly by reaching out to patients or updating payment details. - Collaborate with support to manage disputes efficiently. 3. Manage Refunds: - Use the Refunded status to track completed refunds and ensure accurate financial reconciliation. Benefits of Payment Status Tracking - Transparency: Gain clear visibility into the current state of payments. - Proactive Management: Quickly address failed payments and disputes to maintain positive patient relationships. - Accurate Records: Track successful and refunded payments to ensure financial accuracy. Understanding and managing payment statuses is crucial for maintaining smooth financial operations and addressing patient concerns effectively. For additional assistance with payment statuses or resolving disputes, contact support or your account manager!

Last updated on Feb 06, 2025

Payment Refunds: How to Manage Refunds

Refunds are an essential part of managing payments, allowing you to address overpayments, billing corrections, or patient requests. With our platform, you can easily process refunds for specific transactions, either partially or in full, directly from the transaction popup. How to Process a Refund 1. Open the Transaction Popup: - Navigate to the transaction you want to refund on the Transactions Page. - Click on the transaction to open the Transaction Popup. 2. Choose Refund Type: - Full Refund: - Refunds the total transaction amount. - Ideal for situations where the entire payment was made in error or needs to be reversed. - Partial Refund: - Enter a custom amount to refund only a portion of the payment. - Useful for adjustments or partial corrections to a transaction. 3. Confirm the Refund: - Review the refund details carefully to ensure accuracy. - Confirm the refund to process it. What Happens After Processing a Refund? - Bank Account Update: - Refunds typically reflect in the patient’s bank account within 1–3 business days. - Recorded Status: - The refund will be logged in the system with its status visible in the transaction details. - Notification: - Patients may receive an automated notification (email or SMS) informing them of the refund, depending on your system settings. Tips for Managing Refunds - Double-Check Refund Details: - Verify amounts and transaction information before confirming a refund to avoid errors. - Track Refund Status: - If there’s a delay or question about the refund, contact your account manager or use real-time chat support to check on its status. - Refunds and Surcharges: - If a surcharge fee was applied to the original transaction, ensure clarity on whether it will be refunded as part of the total amount. When to Contact Support If you encounter any issues or questions about refunds, here’s how our team can assist: - Refund Delays: Check on the status of a refund that has not reflected in the patient’s account within the expected timeframe. - Technical Assistance: Troubleshoot errors when initiating refunds through the platform. - Policy Clarifications: Clarify refund policies or address concerns about fees associated with refunds. Key Benefits of the Refund Feature - Flexibility: Choose between full or partial refunds to meet specific needs. - Efficiency: Process refunds quickly and easily from the Transaction Popup. - Transparency: Maintain accurate records of refunds for reconciliation and patient trust. Refunds are a straightforward process, ensuring you can resolve financial discrepancies or patient concerns with ease. For additional help, contact your account manager or reach out to our real-time chat support. We’re here to assist every step of the way!

Last updated on Feb 06, 2025

Understanding Receipts for Transactions

Receipts provide proof of payment for transactions and ensure transparency for both the office and the customer. This article explains how receipts are generated and sent for payments processed through credit card terminals and the app. Receipts for Credit Card Terminal Transactions 1. Paper Receipt Generation: - When a payment is processed through the credit card terminal, a paper receipt is automatically printed. - This receipt includes: - Transaction details (amount, date, time) - Payment method (credit card type and last four digits) - Any applicable surcharge 2. Customer Interaction: - Provide the printed receipt to the patient or customer immediately after the transaction. - Retain a copy for your records, if required. Receipts for Payments Made Through the App 1. Digital Receipt Delivery: - For payments made via the app (including virtual payments or terminal payments linked to an account): - Email Receipt: Automatically sent to the email address on file for the account or patient. - Text Receipt: Sent via SMS to the phone number on file, ensuring quick access for the patient. 2. Receipt Content: - The digital receipts include: - Transaction details (amount, date, and payment method) - Office details for reference - Any applicable surcharge or adjustments FAQs Can I reprint or resend a receipt? - Paper Receipts: For terminal payments, use the terminal’s reprint option if needed. - Digital Receipts: You can resend a receipt by navigating to the transaction in the app and selecting the resend option. What happens if the patient does not receive a digital receipt? Verify that the email and phone number associated with the account are correct. Update the details if necessary and resend the receipt. Can patients opt out of receiving digital receipts? Patients can request not to receive email or text receipts, but this must be manually noted and handled on a case-by-case basis by your office. Best Practices - Verify Contact Information: Ensure that patient email addresses and phone numbers are up to date to avoid issues with digital receipt delivery. - Communicate Receipt Options: Let patients know they will receive a paper receipt for terminal payments and digital receipts for app transactions. - Store Paper Copies: Keep a record of terminal receipts for your financial and compliance records. Receipts ensure transparency and convenience for your patients and customers. If you have further questions or need assistance managing receipts, contact our support team. 4o

Last updated on Feb 06, 2025