This article covers frequently asked questions about invoices and payments.
DEFINITIONS
An invoice is the list and total owed for products sold and services performed during the patient’s visit. All invoices are created and printed from consultations.
If a client is only buying over-the-counter products from your practice, such as dog or cat food, create a counter sale for a faster transaction process. For walk-in customers, use the default counter sale client. For existing clients, use the power search to locate their record and select Counter Sale from the available actions.
INVOICE SETTINGS
The default invoice and invoice no prices forms are set in Administration > Company Settings.
⚑ Can I add a message to the bottom of our invoices?
Messages can be added to the bottom of the invoices by updating the forms set as the practice’s default invoice forms. The invoice forms set as your practice’s default invoice forms can be found in Administration > Company Settings.
For more information, see Add billing message to a statement, invoice or estimate.
USING INVOICES
Invoices can be reprinted or emailed from the client’s Financial Activity tab or patient’s Consults tab at any time.
Tip: To print multiple invoices that were paid together, locate the payment row on the Financial Activity tab, click the menu button, and select Print.
To learn more, see Reprint or email an invoice or consultation.
You can also print or email a client’s unpaid invoices. For more information, see Send statements.
⚑ How do you email an invoice?
Invoices can be reprinted or emailed from the client’s Financial Activity tab or patient’s Consults tab at any time.
To learn more, see Reprint or email an invoice or consultation.
You can also print or email a client’s unpaid invoices. For more information, see Send statements.
⚑ How do I process a refund or return a product?
Refunds can be processed by clicking Give Refund on the patient record.
For more information, see Refund or return a product.
⚑ Can the patient record be searched for an invoiced product?
After navigating to the patient's Consults tab, press CTRL (or CMD) +F, and then enter the product you need to search for in the patient's record. Use the arrows to find other occurrences of the word in the patient record.
On the consultation product line you want to discount, click the menu button and select Discount.
In the Apply Discount window, select the discount you want to apply. Then click Save.
For more information on applying discounts, see Apply a discount to consultation product lines.
⚑ Can consultation notes be printed on the invoice?
Add the [note] form variable to your default invoice forms to print notes entered in a consultation on the invoice. The invoice forms set as your practice’s default invoice forms can be found in Administration > Company Settings.
For more information on adding form variables to a form, see Add or update a form or certificate.
⚑ Can the patient's reminders be printed on the invoice?
Add the [patient_reminder_list] form variable to your default invoice forms to print the patient’s reminders. The invoice forms set as your practice’s default invoice forms can be found in Administration > Company Settings.
For more information on adding form variables to a form, see Add or update a form or certificate.
⚑ What is the difference between draft invoices and outstanding invoices?
Draft invoices are consultations with products that have been saved.
Outstanding invoices are consultations with products that have been marked ready to pay but have only been partially paid or are unpaid.
⚑ Can I print other documentation, such as client education documents, when I print the invoice?
Forms can be made available to print from the consultation by adding a product with a Print Form special action. The link to print the form will be available under the product’s name on the consultation.
For more information on managing special actions, see Manage special actions.
⚑ How do I create a multi-doctor invoice?
To track doctor productivity in Neo, change the line item provider on the consultation so they receive credit for the work. This also ensures the patient medical history will be correct. Note that for diagnostic orders, the consultation level provider is used.
⚑ How do I print a combined invoice with one total amount for a multiple pet visit?
One-time setup. First make sure make sure your Default Invoice template is set up to print or email multiple invoices with a grand total amount. You can either:
- Select _invoice_v3_ as your Default Invoice template in Administration >Company Settings.
- Update your existing Default Invoice template by replacing the Products/Services table with one of the super form variables that allows you to print or email combined invoices.
- [invoice_details]
- [invoice_details_tax_labels]
From the client record, click the Collect Payments button. Then select the invoices to be paid, and take the payment. When you print or reprint invoices that were paid at the same time, you’ll see subtotals for each patient invoice as well as a grand total of those invoices.
Note: You can also print more than one unpaid or partially paid invoice from the Outstanding Invoices page by clicking the Print button instead of the Pay button.
To learn more, see Add or update a form or certificate and Take a payment..
⚑ Can one invoice be entered and printed for a multiple pet visit?
Notes, products, and services should be entered on a separate consultation for each patient. When you complete the consultation for the first patient, you can easily select the next patient from the same family on the right side of the consultation page.
To streamline the current work flow of invoicing more than one patient at a time:
- Each consultation should be marked as ready to pay before processing any payment.
- When the last consultation is marked ready to pay, click the balance amount under the client's name near the top of the page to go to the client’s Outstanding Invoices page.
- From the Outstanding Invoices page, select the checkbox next to each invoice to be paid.
- To pay the invoices, click Pay.
- Click the green success message to print the invoices.
Tip: You can set up your practice’s Default Invoice template to print or email multiple invoices with a grand total amount. You can either:
- Select _invoice_v3_ as your Default Invoice template in Administration >Company Settings.
- Update your existing Default Invoice template by replacing the Products/Services table with one of the super form variables that allows you to print or email combined invoices.
- [invoice_details]
- [invoice_details_tax_labels]
TROUBLESHOOTING
If you want to pay more than one client invoice at a time, click the Balance link when viewing a patient, client, or individual consultation. This will bring you to the Outstanding Invoices screen where you can view the client’s unpaid invoices and partly paid invoices, plus any unapplied credits. Select one or more invoices, click Pay, and complete the payment details.
Note: If the payment amount is less than the total invoice amount selected, Neo will automatically pay off the oldest invoice first. You can also navigate to the Outstanding Invoice screen when viewing the client and clicking the Collect Payment button.
Tip: You can set up your practice’s Default Invoice template to print or email multiple invoices with a grand total amount. You can either:
- Select _invoice_v3_ as your Default Invoice template in Administration >Company Settings.
- Update your existing Default Invoice template by replacing the Products/Services table with one of the super form variables that allows you to print or email combined invoices.
- [invoice_details]
- [invoice_details_tax_labels]
To preview the form, you’ll need to select and print preview multiple invoices for a client.
- From the Financial Activity tab, locate a payment applied to more than one invoice, click the menu button, and select Print.
- From the Outstanding Invoices page, select 2 or more invoices, and click Print.
⚑ Can I search by invoice number?
You can search by invoice number by entering it in the power search box.
To learn more, see Power search – search your system.
⚑ Can paid invoices be updated to make corrections?
Vital signs, problems, the consultation provider, and line item providers can be updated on paid invoices without reopening the invoice.
To learn how to make additional corrections to a consultation the same day it was closed (can still be reopened), see Update a consultation.
To learn how to make additional corrections to permanently closed consultations (cannot be reopened), see Void or correct permanently closed consultations.
⚑ Why do some invoices print with no client assigned?
Prepayments print without a patient name because they haven’t been allocated to an invoice.
Because the Business Snapshot only updates nightly, the metrics displayed may vary from those on reports and other related pages. When reviewing draft invoices in Administration > Statements, be sure to change the date range if you’d like to view all of your practice’s draft invoices.
⚑ Why is the invoice with no prices printing prices?
Review the form selected in the Default Invoice (No Prices) field in Administration > Company Settings. There are two forms included with Neo that don’t show prices: __invoice_no_prices__ and __invoice_no_prices_v2__.
Payments, prepayments, and refunds can be backdated to reflect the actual date the payment was made.
For more information, see:
⚑ Why aren't all of my products printing on the invoice?
Products added to a consultation from a grouped procedure template will print on the invoice as one line with the procedure template name and the price as the sum of the line items. To provide an itemized list in the future, ungroup the procedure template from Administration > Procedure Templates.
For more information, see Add a procedure template.
⚑ Can I add products and services to a consultation with locked notes?
If the consultation is still in draft status, you can add products and services to a consultation with locked notes.
If the consultation status is unpaid, paid, or partly paid, you can add products and services if:
- You have the appropriate permissions (Edit Consultations; Delete Payments)
and - The invoice can still be reopened.
See Update a consultation for more information.
TRACKING OVERPAYMENTS
You cannot edit the amount in the Change box.
To ensure Neo matches your drawer at the end of the day, you first will need to enter the overpayment amount and select the Credit Account checkbox. Then you will refund the overpayment /credit with your Cash payment method.
Option 1: Update a consultation the same day as the original close date.
Permission Required: Delete Payment
To correct a paid consultation the same day it was closed, see the Update a paid or partly paid consultation section in Update a consultation for more information.
Note: You will not be able to open the consultation if either you do not have the Edit Consultations permission, or if the consultation is permanently closed.
IMPORTANT: When the consultation is permanently closed, you must use Option 2 below.
- Delete the payment from the Financial Activity tab. For more information, see Delete or void a payment.
- Open the consultation, if able.
- Update the consultation, as needed. Then reclose the consultation.
- Click Pay.
- Enter the amount the customer paid. You can find the amount in the client’s Financial Activity tab under the Payments column.
Option 2: Consultation is permanently closed and cannot be reopened
Permission Required: Correct Consultations
To correct a permanently closed consultation, see the Correct a permanently closed consultation section of Void or correct a permanently closed consultation.
⚑ How do I correct a payment where the overpayment was credited to a client's account?
Permission Required: Delete Payment
- Delete the payment from the Financial Activity tab. For more information, see Delete or void a payment.
- Click the Collect Payment button. Then select the invoice(s) you’d like to pay.
- Click Pay.
- Enter the amount the customer paid.
Note: You can find this in the client’s Financial Activity tab under the Amount column for the payment you just deleted.
⚑ Where can I view the amount tendered for a payment transaction?
The Amount Tendered can be found on the consultation, client’s Financial Activity tab, and the Payment Summary.
⚑ Can I view the change given amount for a payment transaction?
The Change Given can be found on the consultation, client’s Financial Activity tab, and the Payment Summary.
⚑ Can I print just the payment totals that display on the Payment Summary?
Yes! Click Print and then click Totals to print the Totals section on the Payment Summary.
⚑ Can I print all details that display on the Payment Summary?
Yes! Click Print and then click Details to print the Totals and Details sections on the Payment Summary. The following fields are not included in the PDF due to space limitation:
- invoice IDs
- payment reference
- authorization numbers
- transactions IDs
- amount tendered
- overpayments (change given and credits to account).
To view all details that display on the Payment Summary, click Export CSV to view in a spreadsheet.
⚑ Are change given transactions included in any reports?
No, Change Given transactions are not included in any reports. Payment transactions where change was given back to the client can be found on the Payment Summary.
⚑ Are credits left on account included in any reports?
Yes, you can review credits left on account in the following reports:
| Report | Includes |
| Aged Accounts Receivable | Credits left on account that have not been allocated |
| Practice Dashboard |
Credits left on account that have been allocated
Credits left on account that have not been allocated
|
| Sales Tax Summary – Cash Basis | Credits left on account that have been allocated |