Refunds, voids, and recording offline payments

Use Invoices to review invoices across the practice, or open a patient’s chart when you are already working with one patient: in the left sidebar, click Invoices, or click Patients, click the patient's name, then click Invoices in the patient chart's Billing section. Invoices are grouped by status and open in a side panel for payment actions.

How do I record an offline payment?

Record an offline payment from Billing when the patient has already paid outside Ona and you need the invoice balance to match. Record payment updates the invoice record; it is different from charging a card or sending a payment link.

1. In the left sidebar, click Invoices, or click Patients, click the patient's name, then click Invoices in the patient chart's Billing section.
2. Select the invoice you want to update.
3. Select Record payment.
4. Enter the payment details in the dialog.
5. Select Record payment.

The payment is added to the invoice, and the paid amount and balance update in the invoice panel.

For online collection options, see Payment links and cards on file.

How do I refund a patient credit?

Refund from Billing when an invoice shows that the practice holds more than the patient owes. Ona shows a refund banner when the invoice has a credit balance and the invoice is not Void.

The banner explains the amount to return. It can appear when money was collected first and the insurer’s decision later leaves the patient owing less than was collected.

1. In the left sidebar, click Invoices, or click Patients, click the patient's name, then click Invoices in the patient chart's Billing section.
2. Select the invoice with the refund banner.
3. Select the refund button in the banner. Its label includes the refund amount.
4. Review the refund details in the dialog.
5. Confirm the refund.

Ona applies the refund action to the invoice. A Void invoice does not show the refund-due banner.

How do I void an invoice?

Void an invoice from Billing when it should no longer bill the patient. In the invoice panel, a voided invoice is labeled Voided and says it no longer bills the patient.

1. In the left sidebar, click Invoices, or click Patients, click the patient's name, then click Invoices in the patient chart's Billing section.
2. Select the invoice you want to void.
3. Open the invoice actions menu.
4. Select Void.
5. Confirm the void action.

The invoice status changes to Void, and the invoice total is shown as voided rather than collectable.

What can't I do here?

In the left sidebar, click Invoices. Payment actions are limited in these ways:

• Clinicians do not use this operational billing workspace.
• Patient-facing invoice views hide staff payment actions.
• A Void invoice does not show the refund-due banner.
• The refund-due banner appears only when the invoice has a credit balance.

Common questions

What counts as an offline payment?

An offline payment is money you already received outside Ona and then record on the invoice. Use Record payment to keep the invoice balance accurate.

Does recording a payment charge the patient?

No. Record payment updates the invoice record. Use card or payment-link workflows when you want Ona to collect the payment online.

Why does Ona tell me to refund the patient?

The invoice has a credit balance. Ona shows the refund banner when the amount collected is greater than what the patient owes on the invoice.

Can I refund a voided invoice?

The refund-due banner is not shown on invoices with status Void.

Where can I do the same work for one patient?

In the left sidebar, click Patients, click the patient's name, then click Invoices in the patient chart's Billing section. That tab lists the patient’s invoices and opens the same invoice panel for staff billing actions.