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A credit card payment was posted twice in Denticon; but only one payment is indicated in TSYS or Open Edge. One payment was deleted in Denticon which voided it in TSYS or Open Edge. There is still the second payment in Denticon, which cannot be deleted.
Patient paid with a credit card in the past, the payment is posted to the ledger. How do I refund the credit card payment that was entered in the past?
Patient paid with a credit card in the past, and the payment shows in the ledger. Today, we agreed to provide a partial refund to the patient. How do I refund part of a credit card payment that was entered in the past?
Patient paid with a credit card today, and the payment shows in the ledger. How do I reverse a credit card payment that was entered today?
A Ledger indicates two exactly duplicated TSYS or Open Edge credit card payments, but should be only one payment. We can’t delete the duplicate payment. Why did this happen, and how can we correct?
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A Ledger indicates two exactly duplicated TSYS or Open Edge credit card payments, but should be only one payment. We can’t delete the duplicate payment. Why did this happen, and how can we correct?

Christina

January 27, 2021 15:11
Updated

When Denticon hears of this situation, we generally find the user has done one or more of these actions:

clicked the F5 button
clicked the Backspace key on the computer keyboard
double-clicked the Apply button when the payment was entered
slowness issues

The duplicate payment transaction is a “ghost” transaction. In other words, the duplicate Denticon transaction does not relate to any existing TSYS or Open Edge financial transaction. Therefore, the Denticon transaction cannot be edited, altered, or deleted.

The office should enter a manual adjustment to financially adjust the ledger balance.

NOTE: For data security and HIPAA compliance, Denticon’s Support team does not remove or edit duplicate credit card transactions from account Ledgers.