HotDoc Payments allows you to configure your payouts so that practitioners can receive payments directly into their own individual bank account, rather than a central practice bank account. Follow the steps below to set this up.

How to set up Direct to Practitioner Payouts

1. In your Dashboard, go to Payments > Payment Setup > Practitioner Setup. 
   * Note: You must have a Payments Provider account set up for your practice first. This is to ensure you have a fallback account for payments. 
   
   
   
   
2. Underneath Custom Practitioner Settings select Setup next to the practitioner's name:
   
   
   
   
3. Follow the steps outlined in the modal - this will be different depending on if you are using Stripe or Pin Payments as your provider.
   
   Example for Stripe users

Please click the tab below to see the instructions:

How do I change the payment destination after I've set this up so the funds go to the practice account instead of the practitioner? 

1. In your Dashboard, go to Payments > Payment Setup > Practitioner Setup
   
   
   
   
2. Under Custom Practitioner Settings, select the Edit Direct Payout button next to the practitioner's name 
   
   
   
   
3. Select the radio button next to the practice's payment accoun,t then select Save. 
   
   
   
   
4. The Payout To column will then be the practice's payment provider account, as opposed to the individual practitioner. You can change this at any time by repeating the steps above. 
   
   

Practitioner Payout FAQs 

In what scenarios would a practitioner receive a payment?

If the practitioner has a linked payment account, the payment will go to the practitioner's nominated bank account for any appointment or request types that are enabled for payments or manual payment requests. This includes:

• Automatic online booked appointments or Practice booked appointment requests
• Manual card detail requests for any upcoming appointment 
• Manual Payment requests for adhoc purposes – ensure you add the practitioner's name in the setup when sending this request. 

• Routine Requests

When will a practitioner receive their payout? 

Practitioners will start receiving funds directly into their bank account, depending on the payout/transfer frequency settings with their selected payment provider.

• For Stripe, the initial payout can take between 7 and 14 days. For more info, see https://stripe.com/docs/payouts

How do I change the frequency of my payouts?

This can be done with your payment provider directly. For more information, see:

• For Stripe: https://stripe.com/docs/payouts#payout-schedule
• For Pin Payments:https://pinpayments.com/support/transfers/transfer-schedule 

If an appointment is cancelled or rescheduled, will a practitioner receive the payment?

If an appointment has been cancelled, we will cancel the payment request, and the practitioner will not receive the payment. 

If rescheduled, and the rescheduled appointment has payment settings enabled, we may create a new payment request if it is within the appropriate time requirements. Alternatively, you will need to capture payment in a different way (e.g. at reception or in HotDoc via a Payment Request). 

• *We recommend setting up payments for your practice-booked appointments so that we send a new payment request when appointments are rescheduled. To do this, see: How to set up automatic payment requests for appointments
  

What happens with the payment if an appointment is rescheduled to a different practitioner?

If the appointment is rescheduled to a different practitioner, the original payment will be cancelled. If the new practitioner's appointment types have payment settings enabled, we may create a new payment request. Alternatively, you will need to capture payment a different way (e.g. at reception or HotDoc via a  Payment Request).

Please note: For appointments set up to take a pre-authorised hold, these are transferable between different practitioners as the payment is only held, not taken.

How is payment collected when a pre-authorisation expires for a Routine Request, or if it is reassigned to a different practitioner?

When a patient requests a repeat prescription or referral, we pre-authorise the funds for 5 business days. After this time, or if the request is reassigned to a new practitioner with a different payout account, we release the funds and store the patient's payment method so that your practitioners can still approve the request and receive payment.

For cases where the hold has been released and there are insufficient funds to capture payment, the patient will be sent a request to update their payment details to capture this payment before their request can be completed.

For more information, please see: How to manage failed Routine Requests payments

What happens to the booking fee if a Routine Request is declined or refunded?

If practitioners initially decline a request, we will not charge the patient the booking fee. 

If your practitioners initially approved a request, then refund it, the gross amount will be refunded to the patient, meaning your practice or practitioner* will bear the cost of the booking fee. For example:

• Clinic/Practitioner approves request, patient is charged $17.07

  • In this case, the net amount set by the clinic was $15.00

    • +$15.00 goes to the clinic or practitioner's payment account, as the patient covers the booking fee of $2.07.
      

• If the clinic later refunds the request, the charge is refunded in full

  • (-$17.07) from the clinic's or practitioner's* payment account goes to the patient, and the clinic pays the cost of the booking fee.

*Please note: by default, payments are set up to a clinic's payment account, however, if your practitioner is set up to receive direct practitioner payouts, then it is their account that will be utilised.