Payment Request Statuses

Topic

Payment Request Statuses

For

Front Office Team

Read Time

~3 minutes

Looking at a payment request and unsure what its status is telling you, or whether you need to do something about it? Here is what each one means.

Where to find it

Every request carries a coloured status badge in the Payment Requests list under the Payments menu. Open a request and the same status appears at the top of its page, under Status.

The list also has tabs across the top for the ones you check most often: All, Sent, Overdue, Paid, Failed, and Installment Failed. The rest are in the Status dropdown beside them.

What each status means

• Draft (grey): Created but never sent. The patient has not seen it, and reminders will not run on it. If you meant to bill someone, this is the one to act on. Open the request and send it.
• Sent (blue): Delivered by email or text, waiting to be paid. Nothing to do.
• Partial Paid (yellow): The patient has paid some of it and a balance remains. The request stays open for the rest.
• Paid (green): Settled in full. Nothing to do.
• Overdue (red): The due date has passed and a balance remains. Worth a follow-up if reminders are not already running.
• Failed (red): Automatic reminders ran their full course without payment. This does not mean the debt is gone. The balance is still owed and still counts as outstanding. It means the app has stopped chasing and it is now over to you. To start the reminders again, use the Restart Collection button on the request, not the dropdown below. See Restart a Failed Payment Request and AutoCollect Payment Reminders.
• Cancelled (grey): Called off deliberately. No longer expected to be paid.

Note

You may see Partial Paid on the badge and Partially Paid on the request’s own status control. They are the same status, spelled two ways.

Two pairs share a colour, so read the word rather than going by colour alone. Draft and Cancelled are both grey, and Overdue and Failed are both red. The difference matters: one of each pair needs your attention and the other does not.

The Stale badge

A separate yellow Stale badge sometimes appears beside the status, with the note No recent notification sent.

Stale is not a status of its own, it sits alongside one. It means time has passed since the patient last heard anything about this request. If you expected reminders to be running, check that the request was actually sent and that AutoCollect is switched on for it.

Changing a status by hand

Sometimes the record needs correcting, for example a patient paid by a route the app never saw and the request still shows a balance.

1. Open the request. Click into it from the Payment Requests list.
2. Click the current status. Under Status at the top of the page, the status is a dropdown. Click it and choose the one you want.
3. Save it. A Save Status button appears once your choice differs from the current status. Click it to commit the change.

Caution

There is no confirmation step. As soon as you click Save Status the change is made, and changing a status by hand does not move any money. Marking a request Paid does not record a payment or update your reporting, it only changes the label. If money actually changed hands, record the payment instead.

What the dropdown cannot do

Changing Failed back to Sent does not restart the reminders. The collection window underneath has already run out, so the request goes back to Failed on the next run and nothing tells you it happened. Use the Restart Collection button instead, which gives it a genuinely fresh window. See Restart a Failed Payment Request.

The dropdown is still the right tool for a request that was Cancelled by mistake, since cancelling is a decision about whether the money is owed rather than about how long you have to collect it.

Note

Emailing or texting a request that is already Paid, Cancelled, or Failed does not change its status. The message sends, and the status stays where it belongs.

If a request looks wrong in a way changing the status will not fix, Review Transactions and Refund Payments covers what to check on the payment itself.