What you'll find in this article
This article covers the most common invoice-related questions we hear from clinics - things like how to reopen an invoice, how to resend it to a client, what to do if an invoice was generated by mistake, and how to handle invoices across multiple visits.
If you're looking to generate a new invoice from scratch, see Generate and Share Invoices. For consolidating multiple sales into one invoice, see Generate a Consolidated Invoice.
Can I reopen or edit an invoice after it's been generated?
Once an invoice has been generated, you can't edit the invoice document itself. However, you can:
Go to the Patient File and open the relevant SOAP or sale.
Click the Re-Open Sale for Edit button
Add or remove charges from the sale directly - the invoice will need to be regenerated after changes (by clicking the Update Invoice button.
‼️We do not recommend editing a sale or invoice that is older than today. Changing past sales affects financial reporting.
📌 If the sale is part of a Consolidated Invoice, payments cannot be added or modified on any of the included invoices.
Plan ahead and consolidate before taking payment.
How do I send an invoice to a Pet Parent?
You can share an invoice in three ways:
Open the invoice from the Health Card - Invoices or Sales Report or Flowboard.
From the invoice action bar at the top, choose one of:
- Send via Email - sends the invoice PDF directly to the client's email on file.
- Download Invoice or Print - for in-clinic or manual sharing.
📌If the Sale is Pending or Partial Paid, you can also take payment from the Invoice preview.
✅ The Payment Link option is great for clients who weren't present at checkout - they can pay remotely without needing to call the clinic.
What if an invoice was generated by mistake?
This is not a concern, as the sale can be amended and/or the invoice updated.
This includes adding/removing charges and payments, as well as altering the invoice date, using the Change Date option on the Invoice button.
Generating an invoice only prevents you from consolidating this sale with other sales/invoices.
If a consolidate invoice is necessary, you will need to delete the existing record & sale, then recreate the record & sale.
How do I handle invoices for a client with multiple visits or multiple pets?
Use a Consolidated Invoice to combine multiple unpaid sales into a single invoice. This is the recommended workflow for clients checking out after multiple visits or with more than one pet.
Key rules to remember:
Sales must be unpaid and not already on another invoice to be consolidated.
Generate the Consolidated Invoice before collecting payment.
Once payment is applied to a Consolidated Invoice, the individual sales inside it are locked.
See the full guide: Generate a Consolidated Invoice.
ℹ️ The exception being if the pets are insured. Some insurance providers require each pet and/or visit on an individual invoice.
If the pets are insured, please verify the requirements with the provider or pet parent before proceeding.
Why is my invoice showing as 'Pending', 'Paid', or 'Partially Paid'?
Payment statuses reflect the state of the sale:
Pending - no payment has been recorded yet.
Partially Paid - some payment has been recorded but a balance remains.
Paid - the full amount has been paid and the sale is settled.
For a full breakdown of all statuses and how they update, see Sale / Invoice Statuses.