How do I delete a payment from within the patient record?
💡 Top tip: In order to delete a payment, you must either have Permission Level 4 access or have 'Can delete payments?' turned on in your user settings. Additionally, ensure that payment locking is not enabled for your practice, as this setting overrides user permissions and prevents payment deletion.
To delete a payment:
Navigate to the patient’s account screen.
Find the relevant payment, either in the 'Invoices' tab (if it is allocated to an invoice), or in the 'Payments' tab (if it is unallocated).
If the payment is already allocated to an invoice, you will need to unallocate it before you’re able to delete the payment.
Click the three dot menu to the right of the relevant payment.
Select 'Delete' to delete the transaction entirely - the patient’s balance will be adjusted accordingly.
If the delete icon is not appearing for invoices or payments, ensure the payment is not part of a locked configuration, held as a deposit, or included in a payment bundle. Refer to the troubleshooting steps below for detailed guidance.
📝 Please note: If payment locking is enabled for your practice, deleting payments is disabled for all users, regardless of their permission levels. To disable payment locking, navigate to Settings → Practice → Payment, untick the payment locking option, and return to the Payments tab to delete the payment. Additionally, payments held as deposits or included in payment bundles must be addressed before deletion. Deposits need to be released into the payer’s account, and bundles must be deleted entirely before individual payments can be removed.