If you are encountering issues with invoicing, you may be able to troubleshoot these issues yourself first. If your issue is still not resolved, you can contact Halaxy for assistance.
Click the question to view the answer.
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Why are the changes I make to my letterhead template not appearing on my invoices?
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How do I charge no-shows / patients who did not attend their booked appointments?
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How can I see which invoices have been paid into my bank account?
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Why is an invoice fee showing as 0.00 and not saving when I change it?
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I already processed an invoice but forgot a charge. How do I add the extra charge?
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How do I change an organisation invoice to a patient invoice?
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What does it mean when my invoice is billed to [No Organisation Set]?
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How do I change the referral on an invoice billed to an organisation?
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I accidentally created two invoices linked to one appointment. How do I fix this?
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How do I put additional patient identification required by a funding body on invoices?
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How do I add another practitioner identification required by a funding body on invoices?
You may have set a location-specific invoice letterhead template (located in Personal > Locations), but you may be making your changes to a clinical letterhead template (located in Settings > General). Invoice letterhead templates automatically override the clinical letterhead template for invoices.
If you want your letterhead templates to be the same for your clinical notes and invoices, delete your invoice letterhead template and use only a clinical letterhead template.
If you want to have a separate letterhead for your invoices, you should use the invoice letterhead templates.
For more information, see these relevant articles:
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Cancel the appointment and select Non-attendance. This allows you to keep the invoice.
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Open the invoice. You can find it in Finances > Invoices, or the patient's invoice list in their profile.
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To charge the patient, you can either:
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Charge for the original appointment fee that was booked, OR
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Create a fee for non-attendance penalty, then add that to the invoice for charging. To only charge the penalty, remove the original appointment fee from the invoice.
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To charge the patient, you can send a payment link via email or SMS. If you have the patient's credit card on their profile, you can process payment right away.
You can bill an organisation directly without having a patient linked in the invoice.
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Click Finances > Invoices.
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In the top right, click New Invoice.
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Configure the following:
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Practitioner and Location: Select the practitioner and location billing this invoice.
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Invoice Type: Select Invoice.
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Recipient: Select Organisation.
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Organisation: Enter the name of the organisation billed for this invoice.
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Click Save.
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When the invoice is created, add the fee/s. (Note: You don't have to select a patient.)
Follow these steps to troubleshoot the issue:
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Check whether emails or invoices are being sent successfully.
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Ensure that patients check their junk or spam folders and that they have whitelisted the Halaxy email address (noreply@halaxy.com). This could affect their ability to receive mail even when you configure your email sender preferences to use your own address.
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If you can see that the emails are being sent successfully but a patient still reports that they are not receiving them, this may be because of how the patient's mail server is configured and the way it interacts with your email sender preferences. If you are using your own custom domain email address, make sure that you have verified your domain to send emails.
Tip: To increase the chances that the patient receives such mail, set your email sender preferences to "Send from Halaxy" instead of using your own email address, but then change the reply-to field to your own address.
This means that mail is sent directly from Halaxy instead of being sent on behalf of your personal address, increasing the chance the patient's mail server passes it on to the intended recipient. However, when patients click Reply, their replies will still be sent to your personal address specified in the reply-to field.
There are two ways you can use one single payment to process multiple invoices:
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You can merge the invoices into one invoice, then process payment for the single invoice.
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If you want to keep the invoices separate, you can receive the payment as a deposit, then apply the deposit to pay for multiple invoices.
You can run a report for unpaid invoices. To learn how, see this article: Create an unpaid invoices report.
Tip
Turn a report into a campaign to instantly send a mass email to follow up with patients for their invoice payments.
You can generate an income report to see this information.
For payments made by all income sources, follow this process:
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Click Reports > Finance.
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On the top right, click New Report.
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In the Report Type dropdown, select Income to include payments from all income sources, or select Auto Payments to only include payments made by credit card directly through Halaxy.
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Specify the Payment Dates and Practitioner (leave the Practitioner field blank to include all practitioners) to include in the report.
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Enter other parameters as required.
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Click Run.
Receipts for payment processing fees are automatically added to your Expenses, which are located under Finances.
This may be due to the information entered in your Settings. Verify your settings by following the steps below:
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Click Settings > General.
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In the General Settings section, look for the Tax Rate and verify it. If the Tax Rate is not set at the correct amount, click Edit on the right of the General Settings header bar and enter the correct value in the Tax Rate field.
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Click Save.
You may be using a pro rata fee without attaching the invoice to an appointment, or the appointment has a duration of 0 minutes. To generate the price for a pro rata fee, the invoice must be linked to an appointment. This calculates the price based on the appointment duration.
If the invoice has been created, you can see whether or not an appointment has been linked to it. The appointment time and date will appear hyperlinked on the invoice on the fee line:
Ensure that there is an appointment linked and the duration is correct.
If there is no appointment listed and you are left with a $0.00 amount on the invoice, you can update the invoice by following these steps:
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On the invoice, under Fees & Charges, click the
pencil icon to the right the fee.
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In the pop-up, under Add Appointment, select Yes, then add the appointment details in the fields that appear.
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Click Save.
The invoice should now display the calculated fee amount.
There may be more fees (or appointments or services) on the invoice then you are expecting due to either the funder settings or the client's claim settings. For example, if the funder is set to "existing invoice, same patient", this means that the fees are automatically assigned to an existing invoice for the same patient and the same third-party organisation.
To stop fees from going to an existing invoice, follow the instructions in the next answer.
The payer settings for the funder may be set to group invoices together. To change the payer settings for a funder:
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Click Finances > Fees, then click the Funders tab.
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Search for the Funder that you want to change and click on it to open.
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Under the Payment Details section, click the Payer dropdown and select Organisation (new invoice).
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To apply this to all claims, tick the checkbox next to Update all current patients' claims for this Funder with the Payer details.
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Click Save.
Individual patients may also have their own payer settings for a claim that override the funder's default payer settings. To check the individual payer settings for a patient:
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Go to the patient's profile and click the Funding tab.
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Expand the relevant claim by clicking the
plus icon, then click the
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In the Payer dropdown menu, select Organisation (new invoice). This will ensure new fees will appear on a new invoice.
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Click Save.
To change existing grouped invoices to separate invoices, follow the steps above, then go into the patient's existing invoices and remove the fees. Now add the fees back into their appointments. This will create new, separate invoices based on your payer settings.
You can change the payment status by simply editing the fee amount to only what the patient paid.
The partial payment and outstanding amount will be recorded on the invoice.
The invoice for a patient defaults to their old claim. How can I create invoices for patients with new claims?
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From the calendar, open the appointment and click the
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Find the fee and click the
red X icon to remove the fee from the appointment. Then click Save. This deletes the invoice automatically.
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In the appointment panel, click the patient's name to open their profile.
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Click the Funding tab. On the top-right, click New Claim.
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On this screen:
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Enter the name of the funder and select it from the dropdown.
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Enter the details of the new claim and click Next.
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You can choose to add the referral details now or later.
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Return to the appointment. Click the
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Click Save.
You can now open the invoice, with the correct claim details displayed.
Because Halaxy is dynamic, information can be added to an invoice at any time and resubmitted, with only the additions being processed.
If an invoice has been overpaid, you can convert the overpayment into a deposit to be used on future invoices or refund the overpayment amount.
Halaxy is designed to only print the word "Tax Receipt" when tax is payable on the invoice.
If you need to manually add tax for an invoice:
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Open the invoice. Under the Fees & Charges section, click the
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In the Tax dropdown, select either Tax Included or Tax Additional.
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Click Save.
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Open the invoice. On the top-right, click the
cogwheel icon.
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In the Payer dropdown, select Patient.
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Click Save.
If you are unable to change the payer, this may be due to the fee selected or some other information. If this is the case, email our support team with the invoice number.
This means that no paying organisation has been entered on the Funders page. To resolve this, follow the steps below:
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Click Finances > Fees, then click the Funders tab.
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Click the funder.
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Under the Payment Details section, for Paying Organisation, enter the name of the paying organisation and select it from the dropdown. If the paying organisation is a new organisation, you can click to add it.
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Click Save.
You can update the referral by hovering over the patient's name on the invoice and then clicking the pencil icon that appears in the floating tooltip. Select the correct referral then click Save.
Example of switching referrals for an invoice billed to a third-party organisation (click to expand)
This can happen with third-party billing when the payer is set as "organisation" and the rebate amount is different to the total amount (Halaxy creates an invoice billing the organisation for the rebate amount as well as an invoice billing the patient for the remainder). To avoid this situation, make sure the rebate amount is the same as the fee total for your third-party fees.
This situation can be fixed by reverting the fee back to the patient to create a single invoice, then billing the invoice to the organisation. Follow the steps below:
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Open the invoice which is billed to the organisation.
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To the right of the fee, click the
bin icon.
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In the Remove Fee pop-up, select Revert the fee back to the patient, then click Save.
Image: Reverting a fee on an organisation invoice back to the patient
The fee is now reverted, resulting in one invoice billed to the patient. The next step is to change the invoice payer so that it is billed to the organisation:
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On the top-right, click the
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In the Invoice Settings pop-up, in the Payer dropdown, select Organisation.
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Click Save.
Image: Changing the payer back to the organisation
The invoice is now billed correctly to the organisation.
Whenever a patient has an appointment, the appointment invoice displays billing and claiming information based on the settings of the funder that the fee is linked to.
You can customise what patient eligibility information is added to all invoices under a funder by editing its Funder Type.
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Click Finances > Fees, then click the Funders tab.
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In the list, click the funder you wish to edit.
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Under Funder Type, click the
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Under Patient's claim details, below the current ID requirements, click Add more.
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In the next available text box, enter the identification label, not the actual patient's ID. (Example: Employee ID, Member Number)
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(Optional) If applicable, add a label for any required date-based information (Example: Expiry Date, Member Since)
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Click Save.
When a patient books an appointment with a fee linked to this funder, your new fields appear on the invoice.
To enter the patient's actual ID or eligibility details, edit their claim under this funder in the Funding Tab of their patient profile.
When you generate an invoice with a fee, the information displayed on the invoice is determined by the funder linked to the fee on the invoice.
You must first set up the additional requirement as a new invoice field in the funder settings, then add the actual provider or identification number in the Identifications page.
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Click Finances > Fees, then click the Funders tab.
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In the list, click the funder you wish to edit.
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Under the Edit section, you can find the optional fields Identification (primary), Identification (secondary), and Additional Identification. Enter the labels (not the actual provider number) for any identification required to confirm eligibility to claim. Examples: Provider Number, Registration Number
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Click Save. Now you must add your actual identifications for the fields you just added.
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Click Finances > Fees, then click the Identifications tab.
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In the top right, click Edit. (If you are entering details for another practitioner: In the top right, click Practitioner and select the practitioner's name.)
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Under the Funder column, find the funder you added new identification field/s for.
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Enter your additional practitioner identification for each practice location.
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In the top right, click Save.
Your additional practitioner identification is now displayed for all your invoices with fees under this funder.
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