This document is designed to help you understand how to handle certain situations in client finances where a correction must be made.  If you have any questions, or your situation isn’t listed below, please call DVMAX tech support at 800-950-5455.

**If you are using integrated Credit Card Processing please make sure you are reviewing the steps labeled Integrated Credit Card Processing**

You may also be interested in these video presentations: 

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Finished Invoice - Payment was processed on the invoice

*If using Integrated Credit Card Processing see Finished Invoice. Payment was processed on the invoice - Integrated Credit Card Processing below

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Need to correct invoice only – (Wrong provider or patient or date or line items.)

• From the Client’s finances page, double click on the finished invoice. 
• Go up to the Invoice menu, choose “Edit this invoice”
• Proceed through the “are you sure” message
• When prompted to “Keep” or “Enter Again” for the payment, choose “Keep Pmt”
• You will then be presented with your invoice, now unfinished. DVMAX has voided the original invoice, but has kept the original payment. You can now make your corrections on the invoice, changing the Provider, patient, or line items.   Before Clicking OK, look carefully at your invoice.  Check the date at the top to make sure it is correct.  Double check your changes, to make sure they are correct.   If on DVMAX 7.0 or lower, Mark Finished, then OK your invoice.  7.5 and higher, Click OK.

Need to correct payment only – (Wrong payment amount or method)

• From the Client’s finances page, double click on the finished invoice. 
• Go up to the Invoice menu, choose “Edit this invoice”
• Proceed through the “are you sure” message
• When prompted to “Keep” or “Enter Again” for the payment, choose “Enter Again”
• You will then be presented with your invoice, now unfinished. DVMAX has voided the original invoice and payment and created a new unfinished invoice. You can now make your corrections on the invoice, changing the payment only.   Before Clicking OK, look carefully at your invoice.  Check the date at the top to make sure it is correct.  Double check your changes, to make sure they are correct.   If on DVMAX 7.0 or lower, Mark Finished, then OK your invoice.  7.5 and higher, Click OK.

Need to correct both invoice and payment

• From the Client’s finances page, double click on the finished invoice. 
• Go up to the Invoice menu, choose “Edit this invoice”
• Proceed through the “are you sure” message
• When prompted to “Keep” or “Enter Again” for the payment, choose “Enter Again”
• You will then be presented with your invoice, now unfinished. DVMAX has voided the original invoice AND the original payment. You can now make your corrections on the invoice, changing the Provider, patient, or line items.  Also reenter the payment, entering it correctly.  Before Clicking OK, look carefully at your invoice.  Check the date at the top to make sure it is correct.  Double check your changes, to make sure they are correct.   If on DVMAX 7.0 or lower, Mark Finished, then OK your invoice.

Finished invoice - No payment processed on invoice

Need to correct invoice – (Wrong provider or patient or date or line items)

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• From the Client’s finances page, double click on the finished invoice. 
• Go up to the Invoice menu, choose “Edit this invoice”
• Proceed through the “are you sure” message
• You will then be presented with your invoice, now unfinished. DVMAX has voided the original invoice. You can now make your corrections on the invoice, changing the Provider, patient, or line items.   Before Clicking OK, look carefully at your invoice.  Check the date at the top to make sure it is correct.  Double check your changes, to make sure they are correct.   If on DVMAX 7.0 or lower, Mark Finished, then OK your invoice.

Other Transaction Corrections: 

Payment processed through “Add New Transaction” needs to be corrected - (Wrong date, amount, or method)  

*If using Integrated Credit Card Processing see Other Transaction Corrections - Integrated Credit Card Processing below

• From the Client’s finances page, double click on the payment that needs to be corrected.
• From the Transaction menu, choose “void this entry”
• Confirm. This will completely reverse that payment.
• From the Client menu, choose Add New Transaction
• The Transaction Type should be Payment
• Set the correct pay method, enter correct amount, and set the date to the correct date.
• Double check that everything is correct before clicking OK.

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Product return or overcharge on an invoice - Need to credit and/or refund the client

*If using Integrated Credit Card Processing see Other Transaction Corrections - Integrated Credit Card Processing below

• From the Client’s finances page, go to the Finances menu and choose Write a Return
• You can date the return for “today” or you can change the date to the original date of the invoice.
• Set the return to the original Provider, and the original Patient.
• Enter a negative amount, and enter the bill item(s) you are returning/reversing.
• When all items are entered, you can leave the credit balance on the client’s account, and OK the return.  OR
• If you or the client prefer, you can enter a refund on the bottom of the return screen.
• Enter the refund method (cash, visa, etc), enter the refund amount
• Double check that everything is correct, then click OK.

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Overpayment - Need to refund client

Example: Client gave you a deposit.  Invoice was created and finished for less than what the client originally paid.

*If using Integrated Credit Card Processing see Other Transaction Corrections - Integrated Credit Card Processing below

• From the Client’s finances page, go the Client menu, choose Add New Transaction
• Transaction Type – set it to Refund
• Set the refund method to the correct method (cash, visa, etc)
• Enter the amount you are refunding your client
• Click OK.

NOTE:  If you use integrated credit card processing in DVMAX, you will have to have the card or the card number in order to process a refund.  You will have to type in the amount before you will see the “process now” button. 

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Invoice and Payment applied to wrong Client account

Note: If payment on the invoice was ccard or debit using DVMAX Integrated credit card processing, please see next chart.

• From the “wrong” client’s Finances page, double click on the invoice. (be sure you have a print out of it so you can reenter it on the correct Client’s account.
• From the Invoice menu, choose Void This Invoice.
• Confirm.  This will completely reverse the invoice and payment. It will not show on your end of day or any sales reports.
• Go into the “wrong” patient, and hide all of the history entries, by double clicking an MRE, and place a check in each checkbox on the right, “hide in list”, “hide in printed history” and “hide on Web”
• Go into the correct Client record and create the invoice again, and enter the payment again.  Change the date on the top of the invoice if necessary.

Returned/NSF Check

• From the Client’s finances page, look at the date the original check was posted to the account.
• Then, from the Client menu, choose Add New Transaction
• Transaction Type will be Chargeback
• You will be prompted to enter the same date as the original check. 
• Enter in the amount of the original check.
• Make sure everything is correct, the date is the date of the original check, and click OK.
• If you would like to add the “check charge”, Add another new transaction.
• Transaction Type will be General Charge
• It can be dated with the current date
• The amount is whatever you choose to charge your client for the returned check fee.
• Click OK.

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Adjust Provider on a Return

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• Create a new invoice for the products returned
  • Choose the provider who was listed on the incorrect return. (This will properly address inventory and doctor production totals)
• Create a new return choosing the correct provider

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Adjust an Incorrect Item on a Return

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• Create a new invoice for the products returned
  • Be sure to choose the provider who was listed on the incorrect return. (This will properly address inventory and doctor production totals)
• Create a new return choosing the correct item
  • This may also leave a credit or balance on the account

Finished Invoice - Integrated Credit Card Processing Payment was processed on the invoice.

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Correct invoice only – (Wrong provider or patient or date or line items.)

• Open the Client’s finance page
• Choose Write A Return from the Finances pull-down menu 
• Choose the doctor and patient that correspond to the original invoice
• Enter items for correction
• Leave a credit on the account if a new invoice will be created with correct information
• Create a new invoice with correct information (provider, patient, date, or line item), if necessary *Be mindful to change date of service and backdate the invoice where appropriate

Example 1: If the wrong doctor was marked as the provider for all items, write a return for all items, leave a credit on the account, and create a new invoice with the correct information

Example 2: If the wrong patient was invoiced, write a return for all items assigned to the incorrect patient, leave a credit on the account, and create a new invoice with the correct patient information. *Note - this does not correct the patient history under which the items were originally invoiced

Correct payment only – (Wrong payment amount)

• Open the Client’s record
• Choose Add New Transaction from the Client pull-down menu 
• Choose Refund as the transaction type
• Ok through the warning when necessary
• Enter amount of refund and ccard as Payment Method
• Choose Process Now
  *Note: You must have client's credit card number in order to do this

Example: If the client was overcharged on their credit card, enter the difference to be refunded to the customer in the amount field

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Wrong payment method entered - Correct payment only 

*Transaction happened on same day change is made

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• Open the Client's finances page
• Double-click on the transaction
• Choose Void this Entry from the Transactions pull-down
• This will attempt to put the funds back on the client's credit card. If it fails to do so, you will receive a message that you need to contact the merchant to have them void the card
• Once the payment has been voided, choose Add New Transaction from the Client pull-down menu
• Add a new payment with the correct payment method

*Note: If the payment did NOT occur today, then a refund would be the suggested method to alleviate the problem and you should follow the steps outlined in the previous scenario

Correct both invoice and payment

• Open the Client’s finance page
• Choose Write A Return from the Finances pull-down menu 
• Choose the doctor and patient that correspond to the original invoice
• Enter all items for correction
• Enter refund method and amount
• Create a new invoice with correct information (provider, patient, date, or line item), if necessary *Be mindful to change date of service and backdate the invoice where appropriate
• Enter correct payment amount

*Note: It may be necessary to have the client's credit card number available. See examples for further clarification

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*If you don’t have an Offline payment method then one will need to be added prior to fixing. If you do not know how to add a payment method please contact DVMAX Tech Support for further assistance. 

 Example 2: If the client was overcharged for something on the invoice and their credit card charged, add a return for just the items that need to be removed, then a refund for the amount being put back on the card.  **You must have client's credit card number to do this**

Other Transaction Corrections - Integrated Credit Card Processing

Payment processed through “Add New Transaction” needs to be corrected - Wrong Date

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• Open the client's record
• From the Client pull-down, choose Add New Transaction
• Change the date to the incorrect date (the date previously entered)
• Choose Refund as the Transaction Type
• Click Ok to the warning that opens
• Enter Transaction Amount (amount of the original transaction)
• Enter an Offline payment method (If you don’t have an Offline payment method then one will need to be added prior to fixing. If you do not know how to add a payment method please contact DVMAX Tech Support for further assistance).
• Click Ok to process the refund. The client will now show a balance owed.
• From the Client pull-down, choose Add New Transaction
• Keep the Payment Transaction Type
• Enter Transaction Amount
• Enter an Offline payment method
• Enter the correct date for the transaction
• Click Ok to process the new payment

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(Client payment was too low)

*Client credit card number needs to be available

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• Open the client's record
• From the Client pull-down, choose Add New Transaction
• Keep the Payment Transaction Type
• Enter the Transaction Amount (the remaining amount needed to be charged)
• Enter ccard as they Payment Method
• Click Process Now

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Payment processed through “Add New Transaction” needs to be corrected - Wrong Amount Entered (Client payment was too high)

*Client credit card number needs to be available

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• Open the client's record
• From the Client pull-down, choose Add New Transaction
• Choose Refund as the Transaction Type
• Click Ok to the warning that opens
• Enter Transaction Amount (amount client overpaid)
• Enter ccard as the Payment Method
• Click Process Now

Payment processed through "Add New Transaction" needs to be corrected - Wrong Payment Method Entered

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IF TRANSACTION WAS ENTERED TODAY

• Open the client's Finance Tab
• Double-click on the payment
• From the Transaction pull-down menu, select Void this Entry (This will attempt to place the amount back on the clients card, if it fails it will show you a message that the merchant will need to be contacted).
• After entry is voided, choose Add New Transaction from the Client pull-down
• Enter correct payment information

IF TRANSACTION WAS ENTERED IN THE PAST

• Open the client's record
• From the Client pull-down, choose Add New Transaction
• Choose Refund as the Transaction Type
• Click Ok to the warning that opens
• Enter Transaction Amount (amount client paid)
• Enter ccard as the Payment Method
• Click Process Now (This will give the client a balance again)
• From the Client pull-down, choose Add New Transaction
• Keep the Payment Transaction Type
• Enter Transaction Amount
• Enter a pay method
• Click Ok to process the new payment

Invoice and Payment applied to wrong Client account – Using Integrated Credit Card Processing

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You cannot void an invoice that has a ccard/debit payment on it (using the DVMAX Integrated credit card processing).  You must follow these steps:

• From the Client Finances page of the “wrong” client, go to the Finances menu and choose “write a return”
• Be sure you have the original date, provider, and patient of the invoice.
• Return all items by entering a negative amount, adding all bill items from the original invoice onto the return.
• Do a refund, with the refund method being “offline Card” or “Visa/MC” or some pay method that is NOT ccard or debit.
• Next, go to the “correct” client, and reenter the entire invoice, being sure the patient and provider and date are correct.  Enter the payment as whatever pay method you entered as the refund on the Return you just did.  These two payments will cancel each other out on your end of day, so your payments will not be over. 
• Finish the invoice.

Explanation of the different types of Transactions:

Payment

• Used when a payment is to be applied to a client’s account outside of an invoice.  This is used when a client comes in to pay on account, or it can be used if a client wants to leave a deposit and an estimate has not been done.

Credit

• Used when you want to change a client’s balance.  A Credit is not money, or sales, it is simply a balance adjustment.  This should not be used if a client is returning a product or if a sale of some sort needs to be reversed. Those situations, you should do a return. 

Write Off

• Used when it has been decided that the client’s balance will not be collected.  Many times, if an account is sent to collections, a write off is done.  You should only use Write Off if you do not expect to collect the balance due.

Refund

• A Refund is a reversal of a payment. This is to be used to give a client money back due to overpayment. It can also be used to reverse an incorrect payment. 

General Charge

• Used to add to a client’s balance without using an invoice. This is often used to add the “insufficient funds check fee”.  A General Charge is not “money” nor is it a “Sale”.  It does not affect your payments or sales.  It only affects the client’s balance.

Chargeback

• Used to reverse a payment.  This is often used when handling an insufficient funds check payment. 

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