A claim has come back in to Gentu with no exceptions.
However, one or more of the items in the claim has been underpaid - usually by a small amount, like 5 cents.
When you open the claim's invoice, the Adjust icon is missing. It is then not possible to adjust the item fee to match the payment and finalise the claim.
When Gentu sends a claim, it locks the claim for 14 days to prevent any editing of its details. This includes the item fees.
If a claim's processing report comes back with exceptions, this will prompt Gentu to unlock the invoice and allow editing.
However, if the processing report does not have exceptions, the claim invoice will remain locked until the 14 day period is up.
The solution is to simply wait until the timeout period has passed.
You can check the date the claim was submitted, and then count forward 14 days to determine when this will be.
After 14 or 15 days have passed, you will be able to open the invoice and edit the fee to match the payment.