Question

Why did an invoice not sync into the Dashboard as expected and how do I collect the payment for that appointment? 
 

Solution

For those using HotDoc Payments on Best Practice, there can be some reasons why HotDoc will not sync a patient invoice as expected:

1. You may have clicked 'Pay now' on the patients invoice in Best Practice instead of clicking Store.
   • Clicking 'Store' allows us to sync the amount back to HotDoc, as this leaves the invoice open. From here the 'actual' amount can be collected from HotDoc. 
      
   • Clicking 'Pay Now' will process the invoice, so we're unable to sync the amount back to HotDoc. 
     • In this case, the Charge amount in HotDoc will appear as '-'. From here, click Collect, type in the actual payment amount, then press Collect Amount to charge the patient. 
       
       
        

Example where the patient covers the platform fee	Example where the practice covers the platform fee

2. An account may not be linked to a patient's appointment.
   • In this case, the Charge amount will appear as - in the Dashboard. Follow the steps above to collect the payment.
      
3. You may need to create more than one invoice for a patient's appointment.
   • For example, one invoice is for Bulk Billing and the other is for Private Billing. HotDoc will sync both invoices but only show the invoice of the latest one. Our Product Team are still working to make changes to this process.