Difference in Refund, Repurpose and Voiding Payments - CLINIC HQ - Version 1

1. Start Here
- 1.1. Technology
- 1.2. HQ Uses Google Chrome
- 1.3. Logging In
- 1.4. Quick Search
- 1.5. The Dashboard
- 1.6. Getting Help
2. The HQ Flow
3. The Calendars
- 3.1. Spay/Neuter Calendar
- 3.2. Wellness Calendar
  - 3.2.1. Managing the Wellness Calendar
- 3.3. Mobile Locations
- 3.4. Troubleshooting
4. Scheduling Concepts
- 4.1. Correctly Scheduling Appts
- 4.2. Public, Volume, TNR
- 4.3. Owner vs. Client
- 4.4. SN, Wellness, Rechecks
- 4.5. Internal vs. External
- 4.6. Anesthetic vs. Non-Anesthetic
- 4.7. Priority Scheduling
- 4.8. Mobile Clinic Scheduling
- 4.9. Spay/Neuter Appointments by Time
- 4.10. Things to Know About Walk Ins
- 4.11. Multi-Clinic Considerations
- 4.12. Overbooking
- 4.13. Scheduler Log
- 4.14. Already Sterilized Status
- 4.15. Quick Search Action Menu
- 4.16. Feral Cats – Scheduling & Services
- 4.17. Address Requirements & Special Circumstances
- 4.18. Secondary Owners
- 4.19. Medication Pickups and Refills
5. Making Spay/Neuter Appts
- 5.1. Public Spay/Neuter Appointments
  - 5.1.1. S/N From the Calendar
  - 5.1.2. S/N Online (E-Appointments)
    - 5.1.2.1. Priority Appointments
- 5.2. Volume Spay/Neuter Appointments
6. Making Wellness Appointments
- 6.1. Wellness Appts From the Calendar
- 6.2. Wellness Appts Online (E-Appointments)
- 6.3. Vaccine Clinic Scheduling Strategies
  - 6.3.1. Schedule Vaccine Appointment (Internally)
  - 6.3.2. Schedule Vaccine Appointment (Externally)
7. Making Recheck Appointments
- 7.1. Recheck overview
  - 7.1.1. Scheduling Recheck Appointments
8. Changing Appointments
- 8.1. Canceling Appointments
- 8.2. Rescheduling Appointments
- 8.3. No-Showing Appointments
  - 8.3.1. Volume Client No-Shows
- 8.4. Converting Public to Volume Clients & Vice Versa
9. Understanding Various Paperwork (Templates)
- 9.1. Consent Forms
- 9.2. Drug Baggie Insert
- 9.3. Treatment Sheets
- 9.4. Cage Cards
- 9.5. Take Home Paperwork
- 9.6. The Medical Record
- 9.7. High Risk Waivers
  - 9.7.1. Verbal High-Risk Waivers
  - 9.7.2. Email High-Risk Waivers
- 9.8. The Rabies Certificate
- 9.9. The Spay/Neuter Certificate
- 9.10. The Roster
- 9.11. Print/Email Paperwork
- 9.12. How to create templates
10. What To Do Before Your Day
- 10.1. Review Consent Forms For Health Issues
- 10.2. Send Pre-Payment Link
- 10.3. Make a Patient Packet
- 10.4. Print Some Blanks
- 10.5. Approve e-Appointments
11. What To Do During Your Day
- 11.1. Step 1: Start Your Drug Log (Daily Task)
- 11.2. Step 2: Check In (Daily Task)
- 11.3. Step 3: Exam & Pre-Med (Daily Task)
- 11.4. Step 4A: Surgical Flow (Daily Task)
- 11.5. Step 4B: Wellness Flow (Daily Task)
  - 11.5.1. Non-Anesthetic (Wellness) Flow
    - 11.5.1.1. Changing from Non-Anesthetic to Anesthetic
- 11.6. Step 5: Check Out (Daily Task)
- 11.7. Step 6: Closing the Drug Log (Daily Task)
  - 11.7.1. Editing the Drug Log
    - 11.7.1.1. Appending a Note to the Drug Log
  - 11.7.2. Uncommon Issues
    - 11.7.2.1. Drug Logging Issues
    - 11.7.2.2. Drug Log Printing (Not Common)
12. What To Do At The End of Your Day
- 12.1. Making Sure All Clients Have Paid By The End of Day
- 12.2. Creating Invoices for Volume Clients
- 12.3. Reconciling Your Drawer
- 12.4. Getting a Bank Deposit Ready
- 12.5. Approving e-Appointments
13. How to Discount Things (Subsidies)
- 13.1. Deducting From a Pot of Funds
- 13.2. Deducting When You’ll Invoice
- 13.3. Employee Discounts
- 13.4. Troubleshooting Subsidies
14. Templates
- 14.1. Merge Fields Master List
- 14.2. HQ’s Surgical Consent Form Template
- 14.3. HQ’s Wellness & Vaccine Consent Template
- 14.4. HQ’s Visit Summary & Post Op Template
- 14.5. HQ’s Vaccine Clinic Visit Summary Template
- 14.6. HQ’s Surgical High Risk Waiver Template
- 14.7. Miscellaneous Templates
- 14.8. Adding Custom Fields to a Template
- 14.9. Service Estimates
- 14.10. Template Troubleshooting
15. Volume Client Portal
- 15.1. Setting Up the VCP
  - 15.1.1. VCP Setup – New Account
  - 15.1.2. VCP Setup – Connect Account for Multi-Clinic
- 15.2. Features of the VCP
- 15.3. VCP Login Help
- 15.4. Managing VCP Users
16. Integrations
- 16.1. Idexx Tests
- 16.2. Microchips
- 16.3. Shelterluv Integration
17. Client Management
- 17.1. Understanding Client Types
- 17.2. Merging Clients or Animals
  - 17.2.1. Merging Clients
  - 17.2.2. Merging Animals
- 17.3. Changing Owners
- 17.4. Setting Up Volume Clients
- 17.5. Volume Client Owners
  - 17.5.1. Communicating with Volume Client Owners
- 17.6. Client Tags
  - 17.6.1. Animal Caution
    - 17.6.1.1. Animal Behavior Tags
- 17.7. Vaulting a Card
- 17.8. Uploading Documents to a Client File
- 17.9. Communication Logs
18. Communications
- 18.1. Appointment Confirmations
- 18.2. Appointment Reminders
- 18.3. Customizing Confirmations and Reminders
  - 18.3.1. Turning On/Off Reminders
- 18.4. Aftercare
  - 18.4.1. Take Home Paperwork
  - 18.4.2. The Healing Email
- 18.5. The Medical Record
  - 18.5.1. Providing Copies of Medical Records
  - 18.5.2. Rabies Certificates
- 18.6. Item Reminders
  - 18.6.1. Vaccine Reminders
- 18.7. Texting
- 18.8. HQ Chat
- 18.9. Other Common Communication Situations
  - 18.9.1. Sending Announcements to Clients
19. Accounting
- 19.1. Accounting Public
- 19.2. Accounting Volume
  - 19.2.1. Bill Volume Clients
  - 19.2.2. Apply Payment for Volume Client
    - 19.2.2.1. Owner/Caretaker Payment on Volume Appointment
  - 19.2.3. Adding & Deleting Items from VC Invoices
  - 19.2.4. AR Status & Resending Invoices
- 19.3. Item Sales
- 19.4. Subsidies
  - 19.4.1. Troubleshooting Subsidies
- 19.5. Deposits
  - 19.5.1. Deposits on Internal Appointments
  - 19.5.2. Deposits on Online Appointments
  - 19.5.3. Managing Deposits
    - 19.5.3.1. Linking Unmatched Deposits
  - 19.5.4. Volume Client Deposits
  - 19.5.5. Taking a Deposit on a Vaulted Card
- 19.6. Credit Cards
  - 19.6.1. How Credit Card Processing Works In HQ
  - 19.6.2. Batching Out
  - 19.6.3. Signing Up for Credit Card Processing
  - 19.6.4. Credit Card Via Machine
  - 19.6.5. Credit Card Processing Online
  - 19.6.6. Credit Card Troubleshooting
  - 19.6.7. Common Credit Card Decline Codes and Reasons
  - 19.6.8. Loss Prevention & Chargebacks
- 19.7. Client Credits
- 19.8. Write-Offs
- 19.9. Donations
  - 19.9.1. Manual Donation Attached to Appointment
    - 19.9.1.1. Converting Deposits into Donations
  - 19.9.2. Manual Donation Not Attached to Appointment
  - 19.9.3. Donation & Goal Widgets
- 19.10. Refunds
  - 19.10.1. Never Process Transactions in MX Merchant First!
  - 19.10.2. How To Process a Refund
  - 19.10.3. Refunding Deposits
  - 19.10.4. How to Refund a Client Credit
  - 19.10.5. Rapid Refund Error – What To Do
  - 19.10.6. Refund With Different Payment Method
- 19.11. Accounting Tools
- 19.12. Reconciliation
- 19.13. Financial Reports
  - 19.13.1. Reconciling
  - 19.13.2. Matching bank deposits to MX Merchant
  - 19.13.3. Financial Export Per Vet
  - 19.13.4. Outstanding Balances
- 19.14. Deleted Payment Log
- 19.15. Taxable Sales
  - 19.15.1. Handling Tax for Subsidized Services
- 19.16. Tax Setup & Exempts
- 19.17. E-Pay & Card Vaulting
  - 19.17.1. Card Vaulting
  - 19.17.2. Troubleshooting E-Pay
- 19.18. No Prices on Paperwork
- 19.19. A Word About Accounting Tech Support
- 19.20. How to look up payments
20. Reports
- 20.1. Patient Metrics-Summary
- 20.2. Patient Metrics- Details
- 20.3. Patient Metrics- Master Report
- 20.4. Patient Metrics- Microchip Export
- 20.5. Service Metrics
- 20.6. Item Prep
- 20.7. Volume Client Metrics
- 20.8. Geographic Metrics
- 20.9. Executive Director Metrics
- 20.10. Partnership Metrics
- 20.11. No Shows
- 20.12. Drug Log
- 20.13. Donations Metrics
- 20.14. Death
- 20.15. Rabies Export
- 20.16. Recheck
- 20.17. Subsidies Summary
  - 20.17.1. Subsidies History
- 20.18. Appointment Scheduling Report
- 20.19. Priority Appointment Metrics
- 20.20. Custom Reports
  - 20.20.1. Cool Custom Reports
- 20.21. Tracking Colonies
- 20.22. Special Reports
  - 20.22.1. PetSmart Charities Report
21. Change / Audit Logs
22. HQ Administration
- 22.1. Data Migration
  - 22.1.1. Checklist for Migrating Data
- 22.2. Subscription
  - 22.2.1. Paying for HQ
  - 22.2.2. Add-on’s
- 22.3. Multi-Clinic (More Than One Profile)
- 22.4. Canceling HQ
- 22.5. Terms of Service
- 22.6. Privacy Policy
- 22.7. Security
23. HQ Settings
- 23.1. Clinic Profile
  - 23.1.1. Breeds
- 23.2. Users
  - 23.2.1. User Role Permissions
  - 23.2.2. Don’t Use Generic Logins
  - 23.2.3. User Login Troubleshooting
- 23.3. Vets
- 23.4. Services & Products
  - 23.4.1. Updating Prices
  - 23.4.2. Items We Cannot Add
  - 23.4.3. Weight-Based Pricing
- 23.5. Packages
- 23.6. Custom Fields
  - 23.6.1. Converting Custom Fields to Medical Notes
  - 23.6.2. Types of Custom Fields
- 23.7. Clinic Tags
- 23.8. Vaccine Setup
  - 23.8.1. Non-Rabies Vaccines
- 23.9. Integrations Setup
  - 23.9.1. Idexx Setup
    - 23.9.1.1. Idexx Troubleshooting
  - 23.9.2. Shelterluv Add On Setup
    - 23.9.2.1. Shelterluv Add On Cancelation
- 23.10. Divvy Setup
- 23.11. Patient Flow Setup
  - 23.11.1. Drug Chart / Protocol Setup
  - 23.11.2. Setup and Manage Controlled Substances
  - 23.11.3. Automation Setup for Patient Flow
  - 23.11.4. Enabling Patient Flow
- 23.12. Medical Notes Setup
  - 23.12.1. Auto Included in Setup
- 23.13. High Risk Waiver Setup
- 23.14. Prescription Labels
  - 23.14.1. Dymo Set Up
    - 23.14.1.1. Dymo Troubleshooting
- 23.15. Microchip Preferences
- 23.16. Capacity Management
- 23.17. Wellness Settings
  - 23.17.1. Appointment Types
  - 23.17.2. Rooms
  - 23.17.3. Anesthetic or Mixed Service Wellness Considerations
  - 23.17.4. PetSmart Charities Report – Settings
- 23.18. Templates Settings
- 23.19. E-Appointments
  - 23.19.1. Priority Scheduling Setup
  - 23.19.2. Adding E-appointments to Your Website
- 23.20. E-Payments
  - 23.20.1. Customizing E-Payment Email
  - 23.20.2. Credit Card Machine Setup
- 23.21. Mobile Location Settings
- 23.22. Confirmations and Reminders
- 23.23. Medical Records Request
- 23.24. Email Attachments
- 23.25. Call & Text Add On
  - 23.25.1. Estimating Texting Costs
- 23.26. e-Lobby
- 23.27. Invoices
- 23.28. Donations
  - 23.28.1. Recurring Donations
- 23.29. Funding Partnerships
- 23.30. Subsidy Settings
  - 23.30.1. Employee Discounts
  - 23.30.2. Two Subsidies / One Item
  - 23.30.3. Sliding Scale Discounts
  - 23.30.4. Tax for Subsidized Services
- 23.31. Grantors
- 23.32. VC Custom Pricing
- 23.33. Tax Info
- 23.34. QuickBooks
- 23.35. Chat Settings
- 23.36. OneLink E-Appointments (Multi-Clinic Only)
- 23.37. VCP Settings
- 23.38. Inventory
24. Special Topics
- 24.1. Awesome Vaccine Clinics
25. HQ Related
- 25.1. All About HQ
26. HQ Help & Training
- 26.1. Community Support
- 26.2. Quizzes

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19.10.2. How To Process a Refund

19.10.2.2. Refunding Multiple Animals All At Once

Refunds vs Voiding Payments in HQ

Understanding the difference between a refund and a void is essential for accurate payment processing in HQ. Using the wrong option can lead to accounting issues or client dissatisfaction.

Refund: Returns money to the client via their original payment method. Use this when the payment has already been processed. The transaction remains in records as “refunded” and appears in reports and history. If integrated with MX Merchant, the funds are actually returned; if not, the refund is only recorded internally.

Repurpose: Instead of refunding, you can apply the payment as a client credit for future use or convert it into a donation.

Void: Cancels the payment before it settles – like it never happened. The payment is removed but will still show in your deleted payments log.

Important: Once a payment is voided, it cannot be refunded.

19.10.2. How To Process a Refund

19.10.2.2. Refunding Multiple Animals All At Once