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Requesting a Decrease on Active Payment Plans

This article highlights how to lower the patient/client’s finance account by requesting to adjust a patient’s invoice amount and or finance details after the payment plan has been activated.

Requesting an Adjustment

To request an adjustment, account administrators can use the Request Adjustment Decrease option in the Actions menu of a patient's payment plan in the Provider Portal. Adjustments are used only to lower the patient financed amount and are typically processed immediately.

Note: Only account administrators can complete this function and is only used to lower the patient financed amount. Please check with your account administrator on the approved adjustment request process for your practice.

  1. From the Payment Plans dashboard in the Provider Portal.
  2. Use the search bar at the top of the grid to find the payment plan that requires adjustment and click on that patient's App ID.
  3. In the upper right-hand corner in the Actions menu, select Request Adjustment Decrease.
  4. A flyout will appear with the Request Adjustment Decrease form.

  • Under the Justification, enter the reason the adjustment is being requested
  • Next, enter the amount of the balance is being decreased by
  • Select Request

Note: A refund will only be issued if the amount paid to date exceeds the requested amount.


Note: Adjustment requests may take up to 48 hours to be visible in the patient’s account; however, most adjustments are processed immediately. Refresh the page to check status.