Refunds, voids, and recording offline payments

Use Invoices to review invoices across the practice, or open one patient's Invoices page when you are already in their chart. The list is grouped by status, and opening an invoice shows the same detail panel you can also reach from a visit's Invoice card with View invoice.

How do I record an offline payment?

In Invoices, record an onsite payment when the patient already paid outside Ona and you need the invoice balance to match. Ona calls this Record onsite payment. It updates the invoice record instead of sending a pay link or charging a saved card.

Use Amount (1) for the payment total, Method (2) to note how the clinic took the payment, Reference or note (3) to add details you want with the payment, and Record payment (4) to add it to the invoice.

1. In the left sidebar, click Invoices. Or, click Patients, open the patient, and under Billing, click Invoices. Find the invoice you want to update.
2. Open its ⋯ menu.
3. Select Record onsite payment.
4. Enter Amount (1).
5. Choose Method (2). You can also add reference or note details in Reference (3) if you want to keep more detail with the payment.
6. Select Record payment (4).

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

For online collection options, see Payment links and charging a card on file.

How do I refund a patient credit?

In Invoices, refund the patient when the practice holds more than the patient owes. Ona shows this most clearly as a refund due stage or label and a refund banner on the invoice. Eligible invoices can also show Keep on account in that banner. A Void invoice does not show the refund banner.

Use the Invoices page (1) to find the invoice, and use the Refund due invoice (2) to see the invoice that has a credit to return.

1. In the left sidebar, click Invoices. Or, click Patients, open the patient, and under Billing, click Invoices. Open the invoice that shows a refund banner (1).
2. Select the Refund button in the banner. Its label includes the refund amount (2).
3. In Refund payment, review the payment and refund amount.
4. Select Refund.

The invoice updates with the refund.

This usually happens when money was collected first and the insurer's decision later leaves the patient owing less than was collected.

If you are refunding a specific payment instead of an overpayment, open the same dialog from Refund next to that payment in the invoice's payment list or from Refund payment in the ⋯ menu. The refund dialog can show the refundable payments on the invoice so you can pick the one you want to return. On eligible invoices, the banner also offers Keep on account when you want to leave the extra credit on the patient’s account instead of refunding it.

How do I void an invoice?

In Invoices, void an invoice when it should no longer bill the patient. Use this on an issued invoice with no money still held on it. Draft invoices are deleted instead of voided.

1. In the left sidebar, click Invoices. Or, click Patients, open the patient, and under Billing, click Invoices. Find the invoice you want to void.
2. Open its ⋯ menu. The More invoice actions menu (1) can contain Refund payment and Void invoice (2).
3. Select Void invoice (2).
4. In Void invoice?, select Void invoice.

Use More invoice actions (1) to open the menu, and use Void invoice (2) to start voiding the invoice from that menu.

The invoice status changes to Void, and it no longer bills the patient.

What can't I do here?

Billing actions are limited in these ways:

• Clinicians do not use this operational billing workspace.
• Patient-facing invoice views hide staff billing actions.
• You can record an onsite payment only on invoices in Sent, Overdue, or Partially paid status, and only when there is still a balance due.
• Eligible refund banners can show Keep on account as an alternative to Refund.
• You cannot void a draft invoice. Use Delete draft instead.
• You cannot void an invoice that still has money on it. Refund it first.
• A Void invoice does not show the refund banner.
• On an archived patient's chart, invoices are read-only. You can still review and download them, but you cannot edit, send, charge, record a payment, refund, or void them.

Common questions

Does recording an onsite payment charge the patient?

No. Record onsite payment updates the invoice record for money you already collected outside Ona.

Why does an invoice say Overpaid · refund due?

The invoice has a credit balance. Ona uses a refund due stage or label when more was collected than the patient ends up owing.

What does Keep on account do?

It leaves the eligible credit on the patient's account instead of refunding it.

Can I void a draft invoice?

No. Drafts use Delete draft. Void invoice is for issued invoices.

Can I void an invoice after a payment?

Not until the money is refunded. If an invoice still has money on it, Ona blocks Void invoice and tells you to refund it first.

Where else can I open the same invoice?

You can also open it from a patient's Invoices page or, if the invoice is attached to a visit, from the visit's Invoice card with View invoice. If a refund is due, the patient chart can also show a refund link that opens Invoices.