Question

What happens to a patients payment details if I modify/reschedule their appointment booked via HotDoc or directly through the practice? 

Solution

Any manual modifications to appointments booked via HotDoc or directly through your practice are seen as a cancellation of the original booking and as a result, we will sync a new appointment with the modifications made. 

Modifications may include:

• Changing the appointment duration
• Changing the appointment type 
• Changing the start time of the appointment
• Copying and pasting the appointment into another time slot, or even back into the same time slot
• Changing the practitioner

There are a few different scenarios here on what you should do, based upon your payments settings. 

1. If the modified booking is for an appointment type that has enabled automatic payment requests for your practice booked appointment types, we will send an automatic request if the appointment start time is greater than 45 minutes in the future. (To check these settings, please see How to setup automatic payment requests for appointments)
   
   If the appointment start time is within 45 minutes, you will be required to send a manual request for card details for the upcoming appointment using these instructions: How to manually request patient card details for an upcoming appointment  
   
   
2. If you originally sent the patient a manual request for card details for their upcoming appointment, this will be cancelled once you modify the booking. You will be required to do a new manual request for the new appointment details. You can do this by using the instructions here: How to manually request patient card details for an upcoming appointment
   
   
3. If the patient booked an appointment through HotDoc for an appointment type that has payment settings enabled, we will cancel the payment for this original booking. You will be required to send a manual request for the new appointment details using the instructions here: How to manually request patient card details for an upcoming appointment
   
   If you changed the patient's appointment type to one that has automatic payment requests for your practice booked appointments enabled, we will automatically send a request to the patient. (To check these settings, please see How to setup automatic payment requests for appointments)