Keywords: reversal, post reversal, reverse charge, reverse payment
Summary
A Reversal removes a charge or payment from the Cloud 9 ledger — useful when a charge was posted in error or a payment was applied to the wrong patient. Rather than running a patient's card twice, you can reverse the payment and repost it to the correct patient. This article covers how to post a reversal, what to check before confirming, and what reversals affect.
It is important to remember a reversal only affects the internal ledger in Cloud 9, not any banking or payment methods. If a patient needs to have a payment voided and money returned to their credit card, you would instead use a Void/Return correction (click here for more information), or contact your payment processor to have the money refunded.
Note - Planet DDS does not make adjustments on behalf of offices. Our team is happy to guide users through the adjustment process step by step, but all adjustments must be completed by the office directly.
How to Post a Reversal
There are two methods to post a reversal on a ledger, and we will review them both. The first is to click the hamburger menu on the far left side of the line item, (charge or payment), you wish to reverse. The second option is to select the icon with the eraser on the top right of the ledger. This is the 'Correction Options' icon and you will click the drop down. Whichever path you choose, the next step is to click the 'Reverse' option to continue. Both methods are outlined in the screenshot below.
A new window will pop up, asking you to confirm the information. You can only do a reversal for the full amount of the transaction, so the amount cannot be changed. You will want to ensure that the Posting Location for your reversal matches the posting location for the original transaction - this will ensure that your records and reports display correctly.
Unlike an Adjustment, you do not have to type a comment into the Comment section to save a reversal, but it can be helpful to have notes that your office will see later to understand why you needed the correction.
Once you hit the 'Reverse' button, you're done and your Reversal will be posted to the ledger.
As always, if you have any further questions please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com, or chatting us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us, or giving us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2.
Reversals in Cloud 9
