It is recommended to only void a payment if it is the most recent payment made. Carryover balance can be lost when voiding payments out of turn. For more information on how to process a void or return please see the overview article - Overview: Voiding vs. Returning once a Payment has been Processed
- Incorrect payment amount - void the payment immediately and reenter the correct amount then reprocess the payment.
- Incorrect payment type - void the payment immediately and reprocess the payment with the correct payment type (Cash, check, AMEX, etc.) Please note: it is possible to edit payment history to correct payment name (i.e. AMEX to VISA), but switching types (cash to credit) would require void payment or help from support.
- Included items on payment instead of postponing them - The system allows you two methods of posting a payment to a client's account: Make a Payment and Make a Deposit. When you select Make a Payment and do not postpone any items, all items on the invoice will be marked as paid even if the account is only partially paid. If someone makes a partial payment you would typically want to either Make a Payment and postpone the items or simply Make a Deposit. Making a deposit will allow you to put a credit on the client's account without the items on the invoice being marked as paid. If you incorrectly process a payment without postponing the items, simply void the payment and use one of the two options above. Please note: You may want to return the items if you do not realize until a later date that you made this mistake. Voiding is best used on the same day the payment is processed. You can still use a void in this case, but you would need to edit your payment history and possibly rerun your sales reports.
- Refunded/bad check - in this case you would want to void the check so the items are again marked as unpaid and the client shows as having a balance on their account. At this point some practices wish to also add a returned check service fee to the account balance.
- Took payment from wrong site (multi-clinic setups only) - void the payment under the current location immediately and reprocess the payment under the correct location.
VOIDING A PAYMENT WITH CREDIT CARD PROCESSING (BLUEFIN OR MERCURY) INTEGRATION
When you have credit card processing integration in your eVetPractice system, voiding a payment will automatically try to void the full amount of the processed payment. If the reversal is not successful, a refund of the full amount will be processed. Therefore voiding a payment is only recommended if you want to refund the entire amount of the payment that you are voiding. If you only want to refund part of the payment returning would be advised.
AFTER THE VOID HAS BEEN PROCESSED
- Inventory - Voiding an item will automatically mark the item as unpaid and place it on the client's balance, but it will not return the item to inventory. If this item needs to be placed back into inventory you will need to remove it from the client's record and manually adjust your inventory amounts.
- Payment History - You may need to change the date of the void. To do so go to the client's payment history and click Edit History. Here you can change the amount of the Account Balance, the Payment Type, and the Deposit Date.
- Sales/End of Shift Reports - If you change the Payment History your reports will likely be affected. You will want to rerun these reports to ensure your bookkeeping is up to date.