Summary
A Void/Return correction is used to void a payment and refund the money to the patient. This correction can only be used if you have an integrated payment processor, such as Global Payments - Open Edge or FIS WorldPay. There is a time limit on how long a Void/Return correction is available, but this varies depending on the payment processor.
Please 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 Void/Return
To post a Void/Return on a ledger, you can look in two places. The first is on the left side of the charge or payment you wish to reverse on the ledger. The second option is to select the line on the ledger and then click on the Correction Options icon in the top right of the ledger. From either choice you will choose the Void/Return option.
A new window will pop up, asking you to confirm the return and the posting location. You will want to ensure that the Posting Location for your Void/Return 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 Note section to save a Void/Return, but it can help to have notes that your office will see later to understand why you needed the correction.
Once you hit the Save button, you're done and your Void/Return will be posted to the ledger, and the money will be removed from your linked bank account and refunded to the card holder.
**Note: If the funds have already been settled for a transaction, you will not be able to Void/Return that transaction. In this scenario, if you try to Void/Return the payment, it will show a red error that states "Failure Returning Payment or Unable to Return Transaction". In this instance you will need to manually refund the payment directly in your payment processor portal but the attempted Void/Return will remove it from the ledger. (Example of the type of error shown below.)
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, chatting with 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.
Void/Return Corrections and How to Use Them
