Keywords: duplicate reversal, double posted, posted twice, duplicate adjustment
Summary
A Reversal removes a charge or payment from the ledger, showing as an adjustment line item. Occasionally, network or other issues can create a glitch that results in duplicate reversals or adjustments. This article explains how to resolve that.
Note: Reversals only affect the Cloud 9 ledger, not payment methods.
To learn more about Reversals and how to use them, see THIS ARTICLE.
Duplicate Reversals or Adjustments
It is rare, but at times, there can be a glitch that results in a duplicate reversal or adjustment on a patient's ledger. An indicator that it's network or other issues could be the timestamps of the reversals or adjustments. If we look at the sample screenshot below, the reversals are both time stamped at 06/15/2026 8:38 AM.
When this happens, you have two options to fix it. You can do a balance adjustment for the opposite of the reversal—in this case that would be a balance adjustment in the Due Now of ($166.65)—or contact Support so we can begin our internal process to investigate removing the duplicate adjustment from the ledger on the back end.
Note: We can only remove duplicate adjustments that have the exact same timestamp following our internal approval. Otherwise, we cannot add or remove any adjustments to any Cloud 9 ledgers.
Contact Support, and we can determine if the duplicate reversal or adjustment qualifies for removal based on the timestamp. We are more than happy to assist!
Why Does This Happen?
This scenario is rare, but sometimes the culprit could be network or internet provider issues. If your internet blips while completing an adjustment, that could potentially be the cause. Other causes could be browser issues or a glitch. To cut down on this happening, employ good computer, browser, and network health practices. This includes resetting the router or modem a couple times a month, clearing Cache and Cookies once a week, (see THIS ARTICLE), and making sure to shut down and restart the computers at least once a week.
While there is no way to guarantee it will never happen, (as sometimes network or internet service provider issues may happen), the above steps can help cut down any occurences.
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.