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The following article describes the workflow for refunding and subsequently adjusting an account in Gentu.
See also the FAQ section at the bottom of this article.
To refund a payment:
- Navigate to the patient’s Account tab and select the invoice in question.
- Press the Refund button to open the refund window.
At this point the steps differ slightly depending on whether you are partially refunding the payment, or fully refunding it.
A partial refund would be used in a scenario where the patient was overcharged, or where the patient overpaid their account, and you need to refund only part of their payment (rather than the full amount of their payment).
To process a partial refund; once you have opened the Refund window, simply type in the amount to be refunded in the Amount field. Press the Tab key on your keyboard to confirm.
In the example above you can see that the amount to be refunded is $50.00.
Press Refund to proceed and generate the refund slip.
A full refund would be used in a scenario where, for instance, the patient was accidentally billed and charged for an incorrect item number. In this scenario the patient needs to be refunded for the cost of the item.
To process a full refund you can simply click the Full Refund button within the Refund window.
This will autopopulate the full payment amount into the Amount field. You can then press Refund to confirm the refund and generate the refund slip.
Once you have processed a refund of any kind, it will be recorded under the Payment Summary for this invoice, alongside any payments.
Note the "EFTPOS - Refund" shown in the Payment Summary table of the screenshot below.
It is also possible to refund a patient's deposit.
If you've previously accepted a deposit from a patient, you'll see the Refund Deposit button within their account history window.
Click this to launch the deposit refund window and fill in the details, then press Save.
If you overcharge a patient, refund the overcharged amount, but neglect to adjust the item fee; Gentu will continue to display an outstanding balance for that item. Therefore it is usually necessary to adjust the item once you have refunded it, to ensure accurate bookkeeping.
You can adjust an item by modifying its fee - usually decreasing the fee, if the item was overcharged. Alternatively, you can adjust the item by voiding it entirely. Voiding an item would be useful in a scenario where, for instance, you accidentally billed and charged an item that should not have been billed, and you need to nullify it on the invoice.
Adjusting an item
In the screenshot below, the patient was overcharged by $20. The excess amount was refunded (as shown in the Payment Summary). However, you can see that Gentu is still displaying an outstanding balance of $20 for this item. This is because the item's fee has not yet been adjusted.
To adjust an item:
- Open the invoice.
- Click the Adjust icon corresponding to the item number in question. The Adjust Item window will open.
- Gentu will automatically enter the figure needed to settle the balance of this invoice (usually this will exactly match the amount refunded to the patient). You can also manually key the adjustment amount into the Adjust field.
Note: when adjusting an item after refunding, the Adjust amount should always be a negative number.
- Press Save to execute the adjustment, then Save to close the invoice.
The adjustment will be recorded under the Adjustment Summary for that invoice.
Adjusting an item would also be useful in the instance where you have submitted an electronic claim for an invoice, locking the invoice in a committed state, but you later need to write the item off. For example, this might occur if you have accidentally sent an electronic Patient Claim for the incorrect item number.
In this case you would simply adjust the item's full fee down to $0, and then save out of the invoice.
As the invoice is automatically committed when sent as an online claim, it isn't possible to void it - so this workaround ensures that your banking will not be out.
Voiding an item (item was fully refunded)
The steps below would be useful in a scenario where, for instance, you have billed & charged a patient for an incorrect item number. To fully reverse the accidental billing, you would first process a full refund for that item, then you would void the item.
Voiding an item essentially nullifies it, by preventing Gentu from counting it as outstanding/owing.
To void an item:
- Open the invoice.
- Click the small x icon next to the Adjust icon.
- Gentu will present you with the Void Item window.
- Enter a note (i.e. the reason for voiding this item), then press Void.
Once the incorrect item has been voided, you can Save the invoice in its current state, or you can add additional items, if required, before saving out.
Note that you cannot save an invoice which contains no item numbers. Therefore if the problem item was the only item on the invoice, you should void the entire invoice and start over.
In some cases it may be necessary to 'void' or fully nullify an item which was billed incorrectly; however, the invoice has been sent off as an online health fund claim - which means that the item can't be removed from the invoice, as it is in a committed state.
Instead of voiding the item in this case, you would simply adjust its fee all the way down to $0, and save the invoice.
> Can I adjust an item without (or before) refunding it?
You cannot adjust an item’s fee down if the item has been fully paid. If you attempt to do so, Gentu will alert you that the final balance cannot be less than $0, and you will be unable to proceed (see below).
> In what scenario would I void an item, and in what scenario would I adjust it?
Examples of scenarios where you would usually adjust an item:
- If you accidentally overcharged the cost of the item.
- If the patient accidentally paid more than they owe.
- Bad debt, i.e. the account holder will not honour the payment.
- If a third party such as Medicare, DVA or a private health fund has over- or under-paid the item.
Examples of scenarios where you would usually void an item:
- If you accidentally billed the incorrect item (e.g. billed X instead of Y).
- If you accidentally billed multiple of the same item (e.g. billed X twice instead of once.)
> In what scenario would I void the entire invoice?
Voiding an invoice will nullify all item numbers contained on the invoice, and is not reversible. Generally you would only void an entire invoice under the following circumstances:
- If you accidentally billed the same invoice twice, i.e., a duplicate invoice.
- If you accidentally invoiced the incorrect patient.
Note that you cannot void an invoice which has any payments recorded against it. You will need to refund the invoice in full before Gentu will let you void it.
> I have voided an item and now Gentu won't let me save the invoice. Why not?
If the invoice only contained a single item and you have voided that item, you won't be able to save the invoice. Gentu will not allow you to save an invoice which contains no item numbers. You would need to add at least one other item number to the invoice before you can save out, or you would need to void the entire invoice.
> I can't find the void button for an invoice. Where is it?
To preserve the integrity of billing data, not all user roles may have permission to void invoices. If you're not able to see the void button at the bottom of the invoice screen, you should speak to your Practice Administrator.
> Can I adjust multiple items at once?
Adjustments must be done per item. It is not possible to adjust an entire invoice, i.e. multiple items at once.
> Can I adjust an item to increase the fee?
Yes. For private invoices, you can adjust the fee upwards at any time, regardless of whether the item has been paid or not.
To increase the fee for an item, open the invoice and click the adjust icon to open the adjustment window.
In the Adjust field, enter the amount to increase the item cost by then press Save. The increase will be reflected in the outstanding balance of the invoice.
> Gentu won't let me increase an item's fee. Why not?
If you can open the Adjustment window and type an amount into the Adjust field, but Gentu keeps reverting the Adjust amount to "0.00"; please ensure that you are entering plain numerals only.
If you type in a $ dollar symbol (or any character other than a number) Gentu won't be able to recognise the amount.
> Gentu won't let me refund the patient's deposit. Why not?
For instance: you know the patient has a deposit on hold but when you attempt to refund it, Gentu tells you that the maximum you can refund is $0.00, and if you type in the amount to refund, Gentu tells you it's too much.
This can occur if you have accepted multiple deposits from that patient on behalf of two (or more) of the providers at your practice.
You will need to select the provider from the drop down menu before Gentu will let you proceed with refunding the deposit.
> How do refunds and adjustments affect financial reports?
All refunds and adjustments are reflected in Gentu's financial reports (accessible via the Financials panel).
The Banking Report will display refunds made in the selected time period, as well as payments.
In the example above, the Banking Report shows the original $50 payment and the subsequent $30 refund.
The Financial Report will show the original item and charge, as well as any adjustments made, line by line.
Below is a screenshot of the Financial Report showing the refunded invoice. Note the Adjustments column showing a refund of $30.00, and its corresponding Description.
For more information on the Financial Report, please see this article.