If you are encountering issues with this topic, you may be able to troubleshoot these issues yourself first. If your issue is still not resolved, you can contact Halaxy for assistance.
Click the question to view the answer.
-
How do I charge no-shows / patients who did not attend their booked appointments?
-
Can I have payments from one practice go to different bank accounts?
-
Can individual patients opt in or opt out of automatic payments?
-
My patient says the link to authorise payment isn't working on their phone.
-
I haven't received payment yet but the client's credit card has been deducted.
-
Where are my receipts or invoices for payment processing fees?
-
What does "error bank" or "returned" status for payments mean?
-
Why has my patient been double charged / charged twice for their payment?
The following cards are accepted for payments in Halaxy:
-
Visa credit and debit cards
-
Mastercard credit and debit cards
-
American Express (AMEX) credit cards
The card number, expiry date and CVV/CCV number are all required.
Credit and debit cards can be used by practitioners to buy Halaxy credits, or by patients to pay for treatments or products.
For more information, you can also check out these related articles:
If this is your first time processing payments, allow 7 business days to be transferred to your bank account due to an additional verification process.
After a successful initial transfer, payments processed before 9:00 pm AEST are typically deposited to your account the next business day.
Yes. You can rearrange the order of payment methods, add new payment methods, and delete payment methods you do not wish to use. See our step-by-step guide in this article: Manage payment methods
-
Cancel the appointment and select Non-attendance. This allows you to keep the invoice.
-
Open the invoice. You can find it in Finances > Invoices, or the patient's invoice list in their profile.
-
To charge the patient, you can either:
-
Charge for the original appointment fee that was booked, OR
-
Create a fee for non-attendance penalty, then add that to the invoice for charging. To only charge the penalty, remove the original appointment fee from the invoice.
-
To charge the patient, you can send a payment link via email or SMS. If you have the patient's credit card on their profile, you can process payment right away.
Yes, you can nominate different accounts that will be paid into depending on the practice or practitioner. To set up payment deposit settings for different bank accounts:
-
Click Settings > Payments.
-
Under the Deposits section, click Add New.
-
Select the level you want to nominate a bank account for:
-
Clinic: Select if you want to nominate an account for a location or multiple locations.
-
Individual: Select if you want to nominate an account for a practitioner or multiple practitioners.
-
-
Under Deposit Details, enter the bank account details and select if you want each invoice payment deposited separately or batched daily.
-
Recommended: Add your statement descriptor which appears on patients' bank statements. This identifies your practice in the payment charged to the patients' card. See related article: Customise your statement descriptor for bank records
-
Click Save.
Your practice payments will now be deposited according to your saved preferences.
Yes, you can configure individual payment processing settings for each patient. These settings take priority over your default settings for auto payments, meaning any patient can opt in or out of automatic payments.
If a patient does not wish to store their card information, you can opt to use a secure payment link to invoices instead. This option allows patients to pay online via credit card without their card information being stored. You can also send patients our Card Security FAQ.
Some older phone browsers have difficulty in using the link to authorise payment. Advise your patient to update their browser or use a different browser and try again. The link to authorise payment expires after 48 hours; after that, you will need to process the payment again.
If you have't received payment yet, this probably means your bank details have not been added in Halaxy when the payment was made. To add your bank details, follow our step-by-step guide in this article: Add your details to receive payments
If you have already added your bank details and still have not received your payment, email our support team for assistance.
-
Click Settings > Payments.
-
Under the Rebate Processing section, click the
pencil icon next to the group, location or practitioner you wish to turn off automatic rebate processing for.
-
For your rebate processing setting, select Manual processing.
-
Click Save.
The cost for using BPAY is 1.70% of the transaction amount, the same as the Gold rate for processing electronic payments through Halaxy. For the purposes of calculating your payment band, BPAY transactions are considered payments processed through Halaxy and count towards reaching the next band for payments rates.
Note
You cannot pass on or allocate payment processing fees to patients when using BPAY.
You can move, transfer or allocate a BPAY payment to another invoice by converting the payment into a deposit, then applying the deposit to another invoice billed to the same patient or organisation.
Receipts or invoices for payment processing fees are automatically added to your Expenses. These expenses can be exported or printed to use as receipts. For a step-by-step guide, see our article: View expense tax receipts or invoices
Expenses for payment processing fees have the description "Halaxy Auto Payments".
Expenses for BPAY fees have the description "Halaxy BPAY Payments".
You can also run a report to see all your receipts. Click Reports > Finances and click New Report. For Report Type, select Auto Payments. Enter any other filters required for your report, then click Run.
Your invoice may show these statuses for payments that have failed. Their meanings and what to do are outlined below.
Error bank: Your bank details were not present when funds were scheduled to be transferred, These funds will be transferred to you in the next payment run. Ensure you have added your bank deposit details correctly and emailed us at community@halaxy.com to let us know. Note that if you have added individual practitioner bank accounts to receive funds, these accounts will be used instead of the group bank account; please check your settings accordingly.
Returned: The funds were transferred, but the bank account details were invalid and so the funds were returned to our merchant account. Please note that returning the funds may take 2-3 weeks. Please email our support team to resolve this issue.
The duplicate pending payment is typically done by banks as an authorisation hold (to make sure the payer has enough funds for the transaction) while the payment is being process. Your patient is not being charged twice for a single transaction. When the payment is fully processed, the authorisation hold will be returned as normal.
Updated