Cancelling Payments and Invoices

This article explains how to cancel a payment and how to adjust, write off, or cancel an invoice.

If you need to adjust, write off, or cancel a paid invoice, you must first cancel the payment allocation linked to that invoice.

Cancel a paid invoice

To cancel a Paid invoice, you must first cancel the payment allocation.

Cancel the payment Allocation

1. Select Finance > General accounts. The General Accounts screen will appear.
2. Click the Invoice link for the invoice you want to adjust or cancel.



The Invoice Details screen will appear.

3. Click the payment Allocation link associated with the invoice.



4. The payment allocation will be displayed. To cancel the allocation, click Cancel allocation.



5. The Cancelling Transaction modal will appear. Select a Reason for cancelling the allocation, then click Cancel Allocation.



Cancel the Payment

After the allocation is cancelled, you will be returned to the General Accounts screen, where you can adjust the invoice or continue the payment cancellation process.

6. Select the Patient Name or Account Holder Name from the Billed To column to open the Accounts screen.



7. From Unallocated Credit, click View Credits.



8. Click the Payment link in the transaction list.



9. The payment will appear. Click the down‑arrow next to Refund, then click Cancel payment.



10. The Cancelling Transaction modal will appear. Select a Reason for cancelling the payment, then click Cancel Payment.



Cancel the Invoice

After the payment is cancelled, you will return to the account holder’s Accounts screen, where you can cancel the invoice.

11. Locate the invoice you want to cancel and click the Invoice link.



12. The invoice will open. Click the down‑arrow next to Pay, then click Cancel Invoice.



13. The Cancelling Transaction modal will appear. Select a Reason for cancelling the invoice, then click Cancel Invoice.

The invoice will be cancelled, and you will be returned to the account holder’s Accounts screen.

Write off an unpaid invoice

1. To locate the unpaid invoice, select Finance > General accounts. The General Accounts screen will appear.
2. Use the Search by name field to quickly locate the account holder to whom the invoice is billed.



3. Locate the invoice you want to write off and click the Invoice link to open the invoice details screen.
4. Click the down-arrow next to Pay and then click Write off.



5. In Transaction Type, choose whether you want to write off the full invoice amount or only selected items.

To write off the full invoice, keep Transaction Type set to Invoice and select Save.



6. To partially write off selected items, choose Selected items as the Transaction type, tick the checkbox for each invoice line you want to write off, and then select Save



Fully written off invoices appear in the Accounts screen with a grey tick, and you can expand them to view additional details.

Adjust an unpaid invoice

1. To find the unpaid invoice, select Finance > General accounts. The General Accounts screen will appear.
2. Use the Search by name field to quickly locate the account holder to whom the invoice is billed.
3. Select the Patient Name or Account Holder Name from the Billed To column to open the Accounts screen.
4. Locate the invoice you want to adjust and click the Invoice link to open the invoice details screen.
5. Click the down-arrow next to Pay and click Adjust.



6. Edit the existing invoiced items or add new items as needed, then click Save to update the adjusted invoice, or select Pay to record a payment.



NOTE   The Bill to and Provider cannot be edited. If you wish to change the Bill to or Provider for the invoice, you must cancel the invoice and create a new one.

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Last updated: 27 February 2026.