18.5.3. Managing Deposits

*THE BIG WHAT
A deposit is a pre-payment towards an appointment. If a client cancels or no-shows you must indicate what happens to their deposit. If the client needs to put more money towards their future appointment this is also done as a deposit. Deposits require a considerable amount of management. We have a screen just for this purpose. To access that screen, go to Clients > Deposits.

Deposit Management

By default the clients/animals displayed are for pending appointments. A deposit can be managed for pending and in-progress appointments only. Meaning if you accidently check in an anaimal that was a no-show, you can still repurpose that deposit! Note: Once an appointment has been checked out the deposit cannot be managed.

*Tip: On this page you will see each column header is clickable to help you sort and find the client’s appointment and deposit.

Based on your policy for managing deposits, you will take an “Action” and choose what should happen with the client’s deposit in the event a clients cancels or no shows. You can repurpose the deposit and convert it into a donation or client credit. From this Action menu are also the options to refund a payment or print the client’s receipt.

Action: Repurpose Payment

From this action you must choose whether the deposit should become a Client Credit or a Donation.

Converting the deposit to a donation:
Often used when a client no-shows. The deposit is forfeited and becomes a donation.
Click the Action > Repurpose payment. From the pop up, choose Donation as the repurposed option and then the donation pot (“Choose fund”) the money should be placed in.
In order to move these funds to a donation, you must have a pre-paid funding partnership created. A generic Donations pot or one titled No Show Deposits will be where these forfeited funds are placed. If you do not already have a fund created for these forfeits to be placed, follow the simple steps in section Funding Partnerships.

When this action is completed the client’s deposit will be moved to the Forfeited section. This is accessible from the top dropdown filter.
Revert Forfeited – If a deposit was mistakenly converted to donation, go to the Forfeited list and click Action to revert the money back to a regular deposit on the appointment.

Converting the deposit to a client credit:
Often used if a client cancels but has another animal they wish to apply the funds to. The deposit is credited to the client’s profile. The client credit cannot be transferred to a different person.
Click the Action > Repurpose payment. From the pop up, choose Client Credit.

Under the filter dropdown options, will be a section for Credited. There you can Revert Credit. If a deposit was mistakenly converted to client credit, go to the Credited list and click Action to revert the money back to a regular deposit on the appointment.

Action: Refund Payment

Next to the deposit amount is the method of transaction.
The tender type and form of the transaction are important to know when refunding.
If you click the Action button and choose a refund, here is what happens with each tender type related to credit cards.

Manual – recorded as a manual refund. Process the transaction in your regular merchant system.

POS – Recorded as an online refund. No extra steps are necessary to refund a payment that was originally taken through the terminal. The system manages the transaction for you by referring to the original payment in MX Merchant.

Online – Recorded as an online refund. No extra steps are necessary with refunding a payment that was originally taken as an online e-payment. The system manages the transaction for you.

*What happens to the deposit if you cancel from the e-apps queue?
It gets refunded automatically, the client gets sent a receipt and it goes on the Reconciliation Report as a refund.

Action: Revise the deposit amount or tender type

This action is only available for transactions that were taken as cash, check, or credit card (manual) deposits. This action is not commonly used but is available if a mis-entry was made for the amount collected.’

How do I delete a deposit payment?

Deleting a payment transaction is not an option. If there is an error and the payment was cash, check, or credit card (manual) then use the Revise action. In all other cases, the payment must be refunded and recharged.

Add Deposit

This tool is used in two common scenarios. 1) Staff did not apply a deposit when scheduling an appointment internally. You can come here and apply the deposit after the appointment is confirmed. 2) The client wishes to make payments in advance towards their future appointment. You cannot send an e-pay request for a deposit.

Here is how it works:

1. Click Add Deposit
2. Use the date range filter to locate appointment without a deposit. All public appointments that do not yet have a deposit during the chosen date range will be listed.
3. Click the blue Add Deposit button next to the correct client/animal. The deposit is applied to an individual appointment. The option doesn’t exist to apply a deposit across multiple animals at one time.
   Scheduled appointments with no depoists can have a depsosit added
4. From the pop-up choose the Payment Type (enter card details if required) and amount to apply.
5. Lastly, click the blue Save/Charge Deposit button. If using E-Payment or POS the button will indicate “charge deposit.” If using cash, check, or credit card (manual) as the payment type, the button will say “save deposit.”
   Once the deposit is applied it will appear on the deposits list with the others and can be managed using Action.
   

Managing Deposits on Pending E-appointment Requests

Refunding an e-appointment deposit

In the event a team member needs to decline an online appointment request that has a deposit attached, the client will be refunded their deposit.
A cancel button is located on the page Online Appointments next to each e-appointment. Click Cancel and the team member will be prompted to provide a reason for canceling the requested appointment. When that action is completed, Clinic HQ will send a notification to the merchant to refund the deposit.

No extra steps are required to refund the deposit of a pending e-appointment request. Simply canceling the request will refund the client. A separate email will be sent to the client notifying them of the refund action. It may take 5-7 days for the refund to hit the client’s card.

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