The following article explains how to manage failed Routine Request payments. It outlines what happens when a patient's card fails, monitoring payment status in the Dashboard, email notifications that are sent to patients, how to resend notifications to collect payment and monitoring your daily summary emails for updates. Please see the article below for how this works:

How does HotDoc manage failed payments for Routine Request requests

When a patient requests a repeat prescription or referral, we pre-authorise the funds for 5 business days. After this time, we release the funds and store the patient's payment method so that your practitioners can approve requests after 5 business days.

If the practitioner approves a request after 5 business days, the patient's payment may fail if they have insufficient funds. When this happens:

• Immediately upon the payment failing, HotDoc will automatically send the patient an email notification asking them to update their payment method in their HotDoc account to pay for their request.
  
  
  
• If you enabled the feature for HotDoc to automatically create invoices for approved Routine Request requests, we will create an unpaid invoice in your practice software.   Once the patient adds their payment method and we charge their card, we will update this invoice automatically. 
  
  
• In the Dashboard under Routine Requests > Submissions, the status of the patient's request will change to Approved - Payment Pending 
  
  
  
  
• If the patient does not add a new payment method within 24 hours, the status will change to  Approved - Payment Required.  You can then 'Request Payment' to resend the email notification to the patient, prompting them to update their details. 
  
  
  
  
• You will also be notified in the daily summary email that is sent to your nominated email address about any failed payments. Clicking 'View' will redirect you to the request in the Dashboard to resend the email notification. 
  
  
  
  
• Once the patient has added a new payment method, we will charge their card, update the status in the Dashboard to 'Complete' and also update this in the Payments Reporting. 
  
  
  

How do I resend an email notification to the patient to update their payment method?

If the patient does not update their payment method within 24 hours of HotDoc sending an automatic email notification, you can resend the email notification to the patient, prompting them to update their payment method to pay for their request.

If you enabled the feature for HotDoc to automatically create invoices for approved Routine Request requests, we will also create an unpaid invoice in your practice software.

1. In the HotDoc Dashboard, go to Routine Requests > Submissions. You can also access the failed payment in the daily summary email by clicking the 'View' button. 
   
   
   
   1.  Click the 'Request Payment' button next to the patient's request:
      
      
      
      
2. Click Yes, Resend to confirm this and you will then see a confirmation message, the patient will receive another email and the status in the Dashboard will change to Approved - Payment Pending.
   

   Please note: You can 'resend' a request to the patient once a day, 24 hours after the last time you selected resend.

   
   
    
3. The patient can then click the link, which takes them to their HotDoc account to update their payment method. 
   Note: This will be under the 'Appointments' tab, and may appear in either the Current or History section.
   
   
   
4. After selecting or adding a payment method, the request in their HotDoc account will change to 'Prescription request approved' and they will receive a confirmation email confirming their request.
   
   
5. We will update this in the following areas of the Dashboard:
   • The status in Routine Requests > Requests changes to 'Complete'
     
     
     
     
   • The successful charge will also be updated in the Payments > Reporting > Payment Activity section.
     
     
     
     
   • Note: If you're using the  automatically create invoices feature, it will automatically update the unpaid invoice that we created in your practice software. 
     

How do I mark a request as resolved if the patient paid directly via the clinic?

If a patient's repeat request has failed and is in an  'Approved - Payment Pending' or 'Approved - Payment Required' status, but you have taken payment for the patient's request directly via your practice (e.g. over the phone, and not via HotDoc), then you can mark the patient's request as 'payment manually resolved'.

This will move it into a 'Completed' status and will also be updated in the patient's HotDoc account to reflect that the payment was made through your clinic. 

Please see the steps below for how to do this:

1. In the HotDoc Dashboard go to Routine Requests > Requests depending on the patient's request, and click Review
   
   
    
2. Click "Payment manually resolved", then select "Manually resolve" to confirm this. 
   
   
3. The status will then change to "Complete - Payment manually resolved" in your HotDoc Dashboard. For the patient in their HotDoc account, this will also be updated to "Payment is not required via HotDoc - Completed by the clinic”. 
   
   
   • HotDoc Dashboard:
     
     
     
   • Patient HotDoc account: