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Refunding and Crediting Options

Refunding an Entire Invoice

Refunding a Selected Invoice Item in Full or Partially

Crediting and Reinvoicing

Introduction

Credit notes, also known as credit memos or credit invoices, are commercial documents issued by the seller (your business) to the buyer (animal owner). Credit notes are used when a sale has been completed (invoice has been finalised in Provet Cloud), but the invoice needs some corrections, for example, because of a product return.

In Provet Cloud, credit notes look much like regular invoices, but they are always connected to a regular sales invoice or another credit note.

Refunding and Crediting Options

To view a client's invoice, go to the client page > Billing tab. You can also open invoices from your Dashboard.

On the invoice page, select Credit note to open the credit note options.

The Credit note dialogue includes options for refunding the invoice in full, refunding selected items, or refunding the invoice in full and creating a new invoice. If cancelling payments is enabled in your department settings and you have the required user rights, the dialogue also includes an option for cancelling payments and correcting payment methods. For more information about this option, see Invoicing and Payments.

Refunding an Entire Invoice

A full refund of an invoice may be needed, for example, when a customer wants to return a purchase in full.

1. On the invoice page, open the Credit note dialogue and select Refund all. The Refund all dialogue opens. Note: If a card payment terminal integration has been used, the payment will not be available in the dialogue and is not automatically added to the credit note. For more information about refunding with card payment terminal integrations, see Refunding with Card Payment Terminal Integrations.
2. If you want to use the original invoice date as the date of the credit note, select the Use original invoice date checkbox. If you do not select the checkbox, the current date is used for the credit note.
3. If you want to be able to edit or delete the credit note after creating it, select the Create credit note as draft checkbox. Note that payments cannot be added at this stage to a draft credit note.
4. Under Payments to refund, select the payments you want to refund. If prepayments are used by your clinic, you can also move the payments to prepayments.
5. Select Continue. The credit note is created and the refund payment is shown as a negative sum on the credit note page.

Refunding a Selected Invoice Item in Full or Partially

Instead of the full invoice, you can refund a selected item on an invoice, for example, when a customer bought an item but changed their mind. You can also replace the item with another item if needed. Sometimes there may also be a need to refund a part of an item on an invoice, for example, to give a partial refund to a customer for a procedure.

1. On the invoice page, open the Credit note dialogue and select Refund selected items. The Refund selected dialogue opens.
   NOTE: If a card payment terminal integration has been used, refunding card payments partially may not be possible. For more information about refunding with card payment terminal integrations, see Refunding with Card Payment Terminal Integrations.
2. If you want to use the original invoice date as the date of the credit note, select the Use original invoice date checkbox. If you do not select the checkbox, the current date is used for the credit note.
3. If you want to be able to edit the credit note after creating it, select the Create credit note as draft checkbox. For example, if you want to add another item directly to the credit note in addition to crediting the wrong one, create the credit note as a draft.
4. Select the rows you want to credit and adjust Quantity to refund or Percentage change if needed. For example, to refund 50% of a procedure, enter -50 in the Percentage change field. You can also add a comment to explain the reason of the credit.
5. Select Continue. The credit note is created and the refund payment is shown as a negative sum on the credit note page. If you selected Create credit note as draft, you can add the correct item to the draft credit note to replace the refunded item if needed.
6. Select + Payment to add the payment to the invoice. Note that the value must be negative when you are returning money to the customer. If you replaced an item, the value may also be positive depending on the value difference of the items. If your clinic uses the prepayments function, you can also transfer the refund to customer prepayments.
   
   Note: If a card payment terminal integration has been used, you cannot add the same card payment to the credit note. For more information about refunding with card payment terminal integrations, see Refunding with Card Payment Terminal Integrations.

Crediting and Reinvoicing

In some cases, you may want to credit the original invoice and invoice again with the corrected information, for example, if the original invoice rows are correct, but some invoice information needs to be changed. This may be needed, for example, when a customer has paid the invoice using their personal information but then wants to have the invoice addressed to their business.

1. On the invoice page, open the Credit note dialogue and select Credit and invoice again. The Refund and invoice again dialogue opens.
2. If you want to use the original invoice date as the date of the credit note, select the Use original invoice date checkbox. If you do not select the checkbox, the current date is used for the credit note.
3. Under Payments to refund, select the payments you want to refund. Typically, you would select all payments to refund and invoice the original invoice again entirely. If prepayments are used by your clinic, you can also move the payments to prepayments.
4. Select Continue. A new invoice page is automatically created based on the original invoice and the credit note.
5. Make the needed corrections on the invoice page, for example, edit the payer information, and finalise invoicing.

See Also

Overview of Credit Notes

Full Refunds

Partial Refunds

Crediting and Invoicing Again

Refunding with Card Payment Terminal Integrations

Cancelling and Correcting Payments

Credit Note Settings

Credit Notes Troubleshooting and FAQ

Using Client Prepayments

Invoicing and Payments