In order to enroll appointments in the cancellation policy, you will need to create one first! Please note you must have AR Pay activated and approved in order to use this feature.
Credit card pre-authorizations ensure that the card can process payments but do not involve charging the customer upfront. If unused, the authorization will drop off after a few days.
2. Click "Appointments"
3. Click the wrench icon
4. Click "Smart Configuration"
5. Click "Other Settings"
6. Toggle on the cancellation policy to activate it
7. Type or copy and paste your cancellation policy in the text box, then put the amount in the "cancellation fee" field
8. Choose the time frame
9. Click "Save"
How the Cancellation Policy Works
When patients book appointments, the cancellation policy becomes active: it is visible during online booking via a pop-up and remains applicable to appointments made after policy changes.
See: Cancellation Policy Agreement Saves in Patients' Documents upon Authorizing
When a patient books an appointment online and agrees to the cancellation policy, it will save as an authorized agreement in their document repository. This is important to note, as it can be another method of evidence used in dispute situations, should they occur.
The photo below is an example of how the document (PDF) will look when stored to the Patient's documents.
When viewing the Document Repository bank, you will also see information such as date and time stamp of when the patient agreed to the cancellation policy through online booking (when patient signed agreement).
Origination Date and Time -> Date & Time of Booked Appointment (when cc policy was agreed to by the patient)
File Name -> Date & Time of Appointment
FAQs & Helpful Tips
When the cancellation policy authorization is stored in a patient's document repository, it is automatically stored as the document type "File".
One thing to be mindful of here, is if you have document expiration settings enabled for your file type documents, it may show the cancellation policy as an expired/soon to be expiring document under Business Insights > Document Expiration report
You can manage document expiration settings through Settings > Clinical Documentation > Document Expiration
The cancellation policy and refund policy are displayed to patients during booking, either online or in-clinic.
If cancellation fees are updated, note that the new fee applies only to appointments booked after the change. Existing bookings adhere to the older fee.
In cases where no-show fees are not applied, manual handling can be done using Quick Pay or by creating an invoice, particularly on iOS devices. It’s advised to capture credit card information during bookings to avoid such issues.
Administrators can review credit card capture waivers using the User Logs. To do so, go to User Logs, set the date range, filter by the Cancellation Policy, and identify when card captures were bypassed. The Booking History Report focuses exclusively on deposit-related actions and does not display such waivers.
