Only applicable for Tier 3️⃣ Exact Users
When a payment is showing as outstanding on MPC although the patient has paid, it usually comes down to one of two common issues: either the invoice was only part-paid, or the payment is sitting unallocated to the invoice.
Here’s a breakdown of both scenarios:
1. Part-Paid Invoice
The patient made a payment, but it didn't cover the full amount.
The system will still show the remaining balance as outstanding.
Example: Invoice is £150, patient pays £100 — £50 remains outstanding.
How to check/fix:
Open the patient’s invoice history.
Look at the payment history linked to that invoice.
See if the full amount was covered.
If not, either follow up for the remaining payment or adjust if it was an overcharge.
2. Unallocated Payment
The patient has paid, but the payment has not been linked to a specific invoice.
It sits in the system as an unallocated payment.
This means the balance on the invoice still appears outstanding on MPC, even though the money is there and showing paid on Practice Management Software (PMS).
How to check/fix:
Look at the patient’s account or payment screen.
Check for any unallocated amounts.
If found, manually allocate the payment to the correct invoice.
💡 Top tip: Run the Open Transaction Reconciliation Report on your PMS to identify unallocated payments.