The following article explains how to view your HotDoc Payments in the Dashboard and your appointment book. In particular, it will provide an overview of:
- Definitions of payment statuses and writebacks into your practice management software
- How to view patients payments in the Dashboard
- Links to articles for how to set up payments, generate reports, collect or cancel payments, issue refunds, modified and rescheduled appointments, or if an appointment is eligible for bulk billing
We also recommend viewing How does a patient pay for their consult? to see the patient journey such as how we charge the patient and what happens if their payment method is rejected.
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In this article |
What are the Payment Status'?
The following table displays defines the payment status that you may see in the Dashboard, relating to a patients payment:
| Requested: | Patient has been asked for a payment method |
| Card Details Stored: | Patient has successfully added a payment method for this appointment |
| Cancelled: | Patient has cancelled their appointment |
| Pre-auth Received: | The estimated cost of the appointment has been pre-authorised for 7 days from the time of booking. Once the pre-authorisation has lapsed, the status will update to "Card details stored" |
| Processing Payment: | Payment is being processed. For failed payment attempts, HotDoc has sent a SMS requesting the patient to update |
| Paid: | Payment has been successfully collected |
| Processing Refund: | A refund for the payment is bring processed |
| Refunded: | Payment has been successfully refunded |
| Payment Failed: | Payment attempt has failed due to the patient's card being declined or having insufficient funds |
| Card Details Exempt: | Patient is exempt from storing a card because they meet your bulk billing criteria |
How to view payments and status of payments
There are a few ways to see an overview of payments and check on a patient's payment status:
- In the Appointment Book - recommended for checking the individual status for upcoming appointments
- In the HotDoc Dashboard under Online Bookings - recommended for getting an overall idea of payment status and history
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In the HotDoc Dashboard under Patient Search - recommended for isolating the payment history of a specific patient
Appointment Book (practice management software)
When a patient books a paid appointment online, HotDoc will enter the appointment as usual into your Appointment Book. It will also update the payment status as a live write back on the patients appointment:
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The payment status (Card stored for payment, Paid and Refunded) will write back to the appointment in your practice management software as a change log so you will see the latest update, alongside prior updates. You can see this when you expand the appointment details in your book:
Example of payment status in a Best Practice appointment
Example of payment status in a Pracsoft Appointment
Example of payment status in a Zedmed appointment
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If you have enabled bulk billing exemptions, patient's who are eligible for Bulk Billing will not have to add a payment method for their appointment. You can see this in your appointment book:
- Note: Writebacks work for Best Practice, Medical Director & Zedmed (not pictured)
Example of Exempt from payment in a Best Practice appointment book and appointment details.
Example of Exempt from payment in a Medical Director appointment book and appointment details.
Payments > Booking Activity section
To get a more complete overview of payment status for a number of patients at once, or to see your whole online booking payment history, we would recommend using your HotDoc Dashboard.
- In your HotDoc Dashboard, navigate to Payments > Bookings Activity to view your online or practice booked appointments with payments attached.
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Payment requests will be sorted into tabs depending on their status:
Note: To learn more about what each tab means, please see What does each Tab in the Payments Booking Activity mean?
Example of Best Practice
Example of Medical Director and Zedmed
- You can then filter by Practitioner or Payment Status depending on what kind of information you are looking for:
- You can also filter by name in the top right corner to find payments made by one person:
- This section also allows you to Refund your customers, see How do I refund a HotDoc Payment to the patient? to learn more.
Patient Search
To see the payment status or history of a specific patient, we recommend using the Patient Search feature in your HotDoc Dashboard.
- In your HotDoc Dashboard, navigate to Patients > Patient Search. Type the patient's name and select Search:
- Select View next to the correct patient details:
- Select the Payment History section to view an audit of all their previous payments via HotDoc. From here you can also cancel or refund any payment requests:
What happens if I modify the patient's appointment?
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If you have made a modification to the original booking and still intend for the patient to attend, you can now send a manual request for patients card details for the new upcoming appointment. To do this, please see: What happens to a patients payment details if I modify their appointment? |
What do I do if the patient is eligible for bulk billing?
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HotDoc allows you to customise your payment set up so that patients eligible for Bulk Billing at your practice are not required to add a payment method for their appointment. To do this, please see: How do I make patients eligible for Bulk Billing exempt from payments? |
Helpful articles and resources (eg. generating reports, refunds, handling cancellations, rescheduling or DNAs)
Below are a list of helpful support articles that will assist you in managing your payments:
- How to collect a payment for a patient's appointment
- How do I cancel a HotDoc Payment?
- How does a patient claim their Medicare Rebate for their payment made via HotDoc?
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What happens to a HotDoc Payment if the patient cancels or reschedules their appointment?
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How do I cancel or collect a payment if a patient did not attend?
- How does a patient pay for their consult?