After talking to the Aus team I found out why it did that.

• Apparently for unallocated funds, when you create item numbers for it to be charge, the funds will automatically jump into the newly created invoice.
• This actually creates an issue and it actually blocks any claims from HICAPS.
• To do the hicaps claim, the charge must be “clean” you must unallocate the deposit/credit funds then be able to claim, then discount, then allocate the deposit before further payment by efpos.

This bug is pretty annoying and we did not receive any notes about this during training nor it is in the help centre. Staff will need to be on point on who has deposits or before claiming. 

Hi ​@jw_MDC 

Thanks for coming back to us and sharing the steps you took. 

I’ve sent your notes straight to our Australian Support and Product teams so we can replicate this and update our resources. We’re still running those checks and we’ll make sure it’s written up in the Help Centre and covered in training.

While we investigate, please let me know if the same issue pops up with any other patients. A few more examples will help us get to the bottom of this faster!

Really appreciate you flagging this and sharing what you discovered. Feedback like yours helps us keep improving Dentally for everyone 

Hey ​@jw_MDC, 

I’ve got some good news for you - we’ve actually built out a new feature in Dentally that reserves the money taken for deposits via Portal, and allows you to take and manage deposits directly within the patient’s account screen. This will prevent the issue you describe as deposits won’t automatically allocate themselves to treatment. You’ll be free to claim and then allocate the deposit money afterwards.

It’s going to be coming soon to Australian practices (we’re talking “the next couple of weeks” soon), and will require you to be on our new accounts screen to benefit. So if you want to be ready to benefit as soon as possible, please make sure that you and your team have turned on the “New account screen” toggle when viewing a patient’s account.