The Transaction Details screen is displayed when searching for and selecting a transaction, from the bill's history, or from the Transaction Report. It displays the details of a specific transaction made in PatientPay.

Figure 97 - Transaction Details

The header will display the transaction source as the title in burnt orange and the transaction amount. Below is a listing of the different transaction titles and their meaning:

The screen also displays the Patient ID, Patient Name, Transaction Date/Time, Confirmation Number, Status (Captured, Voided, Settled, Funded, Refunded, or Declined), Settlement Date, Funded Date, Recon Date, and Recon Filename. If the transaction is declined, the DECLINED status will contain a tooltip with the response code and message from the payment processor. The Settlement, Funded and Recon Dates all depend on the response from the payment processor so these can be blank until populated with a value. Once the transaction has been funded and appears in Recon, the Recon Date and Recon Filename will be populated with a hyperlink to the Recon File Report. This is helpful when determining which Recon a transaction appeared in.

On the right, we display Transaction Type (AUTH, CAPTURE, SALE, DEBIT, VOID, REFUND), card ending last 4 digits, Practice Name, Location Name (if payment location was specified), and Notes (if transaction note was added during Void/Refund/Chargeback).

Voiding or Refunding a Transaction

You can choose to Void or Refund a transaction using the Void or Refund button in the top right of the screen. You will have the option to void the transaction before it has settled with the payment processor. After that, the only option is to refund the transaction. If the transaction is older than 12 months (processor specific policy), refunds will be rejected and the following message displayed:

Figure 98 - Refund Transaction
 

Partial Refunds

Partial refunds are allowed for users that have permission. The admin can simply edit the refund amount using the Edit button or accept the default of a full refund. The user has the option of sending the patient a receipt and adding a memo on the Void/Refund that will appear in the Bill History.

Figure 99 - Refund/Void Transaction

If the admin checks Send Receipt, they can choose to email, text or print the receipt. If Email or Text are chosen, you are prompted to enter a valid email address and mobile number. Both are prefilled with the guarantor’s contact information.

Figure 100 - Void/Refund Transaction Receipt

Viewing the Bill

Press View Bill to be taken to the Bill Summary screen for the bill to which the transaction applies.

Send Receipts

To generate a receipt for the transaction you are viewing, select Send Receipts from the Actions drop-down menu. The Email and Phone will be prefilled with the guarantor’s information by default. Check one or more options and Send to generate a transaction-specific receipt.

Figure 101 - Send Receipts for Transaction

Chargebacks

If a transaction is disputed as a chargeback, the payment processor will notify PatientPay or the provider. To flag a transaction as chargeback, select Add Chargeback from the Actions drop-down menu.

The admin can optionally include a memo (255 characters maximum).

An event will be added to the Bill History.

The bill's status will be changed to Suspended with a reason of “Chargeback” and a change hold period of 30 days so that the provider has ample time to dispute the chargeback. The bill's balance is updated to reflect the transaction being reversed.

Chargeback transactions can be found in Admin Search, the Transaction Report or the Bill History. If the provider wins the chargeback dispute and wishes to reverse the chargeback, they can pull up the chargeback in Transaction Details and select Reverse Chargeback from the Actions drop-down menu.

The admin can add an optional memo to the chargeback reversal.

The bill's balance will be updated and status restored to previous status. An event will be added to the Bill History reflecting the Chargeback Reversal:

Editing a Patient ID for Now Payments

If you need to correct the Patient ID for a Now payment that was submitted in error, you can edit this on the Transaction Detail screen. Simply click the pencil icon to edit the Patient ID to the correct value and press the checkmark to commit your changes. You are allowed to blank out the Patient ID if the provider configuration doesn’t require Patient ID for Now payments. If the transaction has already been Recon’d, you will receive a confirmation warning "Transaction already has Recon date - are you sure you want to change the Patient ID?”.

Figure 102 - Edit Transaction Patient ID
 

Figure 103 - Edit Patient ID for NOW Payment

Editing a Payment Location

If your provider has more than one payment location and your role permits editing location, you can edit the location for a given transaction on the Transaction Details screen. This allows an admin to make corrections should the transaction be added for the wrong location. Click the pencil icon to edit the location, choose from the drop-down list of values, and press the checkmark to commit your changes.

Figure 104 - Edit Transaction Payment Location