Why is a Visit not included in an Invoice?
Check out this short video:
For a detailed written breakdown, see below:
There are several reasons that may lead to a Visit not being included on an Invoice.
Reason 1 - The Visit has not been approved.
To check this, view the Visit’s details > Time approval, if the Approval Status is not set to “Approved,” then the Visit is not expected to be included on an Invoice.
To learn more about how to approve a Visit, see the following Zendesk article: How do I approve/unapprove Visits for Billing and/or Payroll?
If you’re using Visit Verification, see How do I verify and approve visits using VV? instead.
Once the Visit is approved, re-run the Invoice Generation process for the Billing Cycle/Period for the Visit to be accounted. If the Invoice is in Draft status, click "Regenerate" on the Invoice for the Visit to be accounted again. If the Invoice is in Sent or Paid status, you can Void the invoice and generate a new one by clicking “Generate All Invoices” in the Billing Cycle/Period > Invoices.
If your environment uses Billing Cycles (Billing 1.0), feel free to click “Choose a client or Funder” to generate the new invoice for a specific Client or Funder.
Reason 2 - The Visit was not approved at the time billing was run.
To check this, view the Visit’s details > View Revisions > List, note the most recent date/time the “approval_status” value was updated to “True.”
In the case where the Visit approval time is later than the Invoice generation time, the Visit is expected to be missed in the Invoice.
To resolve this, re-run the Invoice Generation process for the Billing Cycle/Period for the Visit to be accounted. If the Invoice is in Draft status, click "Regenerate" on the Invoice for the Visit to be accounted again. If the Invoice is in Sent or Paid status, you can Void the invoice and generate a new one by clicking “Generate All Invoices” in the Billing Cycle/Period > Invoices.
If your environment uses Billing Cycles (Billing 1.0), feel free to click “Choose a client or Funder” to generate the new invoice for a specific Client or Funder.
Reason 3 - The Service Code that the Visit has used does not have a Bill Code attached.
To check this, view the Visit’s details > Information > check if the Bill Code field is populated.
To add a Bill Code, go to Accounting > Accounting Setting > Service Codes > find the Service Code as shown in the Visit’s details > click “Edit Billing Detail” in the dropdown menu next to “Edit” > click “Add Bill Code.”
Once this is done, re-run the Invoice Generation process for the Billing Cycle/Period. If the Invoice is in Draft status, click "Regenerate" on the Invoice for the Visit to be accounted again. If the Invoice is in Sent or Paid status, you can Void the invoice and generate a new one by clicking “Generate All Invoices” in the Billing Cycle/Period > Invoices.
For environments using Billing 2.0 (Billing Periods) and Billable Item Management:
A Billable Item needs to be generated for the Visit for it to be invoiced, even though the Visit has been approved.
To check this, go to Billing Period and select the relevant period. Then click the Billable Items tab and locate the Billable Item by the Source Type – ID and Source Date columns. Source Type – ID should display “Visit - (visit ID)” and Source Date should display the Visit’s scheduled Date/Time. The Billable Item’s Status should also display “Ready” which indicates the item will be included upon invoice generation.
To account for newly approved Visits, in the same tab click “Generate” to re-run the Billable Items generation process.
Once this is done, re-run the Invoice Generation process for the Billing Cycle/Period. If the Invoice is in Draft status, click "Regenerate" on the Invoice for the Visit to be accounted again. If the Invoice is in Sent or Paid status, you can Void the invoice and generate a new one by clicking “Generate All Invoices” in the Billing Cycle/Period > Invoices.
💡 Support Tip: You can troubleshoot the issues explored in this post in your staging environment
*******
If issue is not resolved after going through the steps in this guide, please search through Zendesk articles or have your super user submit a Zendesk ticket.
For a full list of FAQs related to Billing, check out this post.
*******
Help us improve! Was this FAQ helpful?