Delete or void a payment

This article will teach you how to delete or void a payment from the client's Financial Activity tab depending on the payment method used and reason why you need to remove the payment. 

You can also delete or void a prepayment.

Void vs. delete - which do I use?

Note for IDEXX Payments customers: IDEXX Payments can be voided or deleted, depending on the reason why you need to remove a payment.

• For IDEXX Payments only. Void an incorrect payment (for example, incorrect amount charged, or payment entered on wrong client account). Depending on the transaction status, it will either be voided or refunded to the client’s card.
• Delete a payment when you need to correct an invoice the same day it was initially closed. 
  Tip: If the invoice is permanently closed, you can correct the invoice from the consultation without having to delete the payment when you have the Correct Consultation permission.
• Give a refund from the patient record when a product or service is being returned.

Watch a video to learn how to delete and void payments in Neo:

Click a topic to jump to that section in this article:
Delete a payment
Void a payment - IDEXX Payments customers only
Delete a prepayment

Delete a payment

Permission required: Delete Payments

1. Click the Clients tab.
2. Search for and select the client.
3. Click the Financial Activity tab.
4. Locate the payment you want to delete and click the menu button. Then select Delete.
   Note: The menu button will only display for payments that have not already been deleted or voided.
5. Confirm that you want to delete the payment.

After you delete the payment, the deleted payment can be viewed on the Financial Activity tab.

Note: When you enter a new payment for the invoice, be sure to edit the payment date if different than today for accurate reporting. See Take a payment for more information.

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Void a payment - IDEXX Payments customers only

Note: Requires an IDEXX Payments integration. If your practice does not have IDEXX Payments but wants to learn more, please see FAQs: IDEXX Payments in Neo.

Permission required: All users can void payments.

1. Click the Clients tab.
2. Search for and select the client.
3. Click the Financial Activity tab.
4. Locate the payment you want to void and click the menu button. Then select Void.
   Note: The menu button will only display for payments that have not already been deleted or voided.
5. Click Confirm.

The system will first attempt to void the transaction and will automatically process a refund if a void isn’t possible. Typically, transactions that are from the same day and batch can be voided.

After you confirm voiding the payment, the voided payment can be viewed on the Financial Activity tab. 

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Delete a prepayment

When you delete a prepayment, you can delete the payment transaction then apply the prepayment invoice to the credit invoice to refund them.

Permission required: Delete Payments

1. Click the Clients tab.
2. Search for and select the client.
3. Click the Financial Activity tab.
4. Locate the prepayment you want to delete and click the menu button. Then select Delete.
5. Confirm that you want to delete the prepayment.
6. Click the Collect Payments button.
7. On the Outstanding Invoices page, select the checkboxes for the prepayment's unpaid invoice and credit invoice.
   Note: The Refund amount should be 0.00.
8. Click Refund.
9. In the Give Refund window, select the original form of payment. Then click Pay.

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