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Billing FAQ

Common questions about billing, invoices, payments, and claiming.

Invoices​

When are invoices generated?​

Invoices are automatically generated when an appointment is marked as Attended. The invoice includes:

  • Service fee (from service configuration)
  • GST (if applicable)
  • Any discounts or adjustments
  • Client billing details

Manual invoices can be created from Billing → New Invoice for products or services outside appointments.

How do I edit an invoice?​

Invoice StatusCan Edit?Action
Draft✅ YesEdit directly
Issued⚠️ LimitedAdd notes, adjust due date
Sent❌ NoCreate credit note
Paid❌ NoCreate credit note

To correct an issued invoice:

  1. Create a credit note for the original
  2. Create a new correct invoice
  3. Link to the same appointment

How do I void/cancel an invoice?​

  1. Open the invoice
  2. Click More Actions → Void
  3. Select a reason (Duplicate, Cancelled appointment, etc.)
  4. Confirm
warning

Compliance Requirement

Never delete invoices. Always void to maintain the audit trail. Under the Privacy Act 1988, financial and clinical records must be retained for a minimum of 7 years.

Can I add a discount to an invoice?​

Yes. When creating or editing a draft invoice:

  1. Click Add Line Item or edit existing
  2. Enter negative amount for discount
  3. Or use the Discount field (percentage or fixed)
  4. Discount shows as line item

How do I send an invoice to a client?​

  1. Open the invoice
  2. Click Send or envelope icon
  3. Choose method:
    • Email: Sends PDF attachment
    • SMS: Sends payment link
  4. Track delivery status in invoice details

What's the difference between Draft and Issued?​

StatusVisible to ClientEditableAffects Financials
DraftNoFullyNo
IssuedYesLimitedYes

Tip: Keep invoices as Draft while making adjustments, then Issue when ready.

Payments​

What payment methods does Praxi support?​

MethodOnlineIn-PersonNotes
Card✅✅Via Stripe
EFTPOS❌✅Via Tyro or Square
Bank Transfer✅❌Manual reconciliation
Cash❌✅Record manually
Medicare EasyClaim✅✅Direct claim
EFTPOS + Medicare❌✅Via Tyro

How do I record a manual payment?​

For cash, cheque, or bank transfer:

  1. Open the invoice
  2. Click Record Payment
  3. Enter amount and date
  4. Select payment method
  5. Add reference (optional)
  6. Save

Can clients pay online?​

Yes. Clients can pay via the Client Portal:

  1. Enable portal access for the client
  2. Client receives invoice email
  3. Click Pay Now link
  4. Enter card details
  5. Payment applied automatically

How do refunds work?​

To refund a payment:

  1. Open the invoice → Payments tab
  2. Find the payment
  3. Click Refund
  4. Enter amount (full or partial)
  5. Confirm

Requirements:

  • Original payment must be settled (24-48 hours)
  • Refunds to original payment method only
  • 3-5 business days to appear in client's account

What is a payment plan?​

Payment plans allow clients to pay in instalments:

  1. Open invoice → Create Payment Plan
  2. Set frequency (weekly, fortnightly, monthly)
  3. Set instalment amount
  4. Card stored securely
  5. Automatic charges on schedule

Requirements:

  • Invoice must be issued
  • Minimum balance ($50)
  • Client must have saved card

Medicare​

How do I set up Medicare claiming?​

  1. Go to Settings → Billing → Medicare
  2. Enter practice details (ABN, location)
  3. Add practitioner provider numbers
  4. Connect to HICAPS/Tyro (for EasyClaim)
  5. Verify with test claim

Required information:

  • Valid Medicare provider number per practitioner
  • Practice location ID
  • ABN

What Medicare items can I claim?​

Common psychology MBS items:

ItemDescriptionRebate (approx)
80000Clinical psychologist, initial consult (50+ min)$144.85
80010Clinical psychologist, subsequent (50+ min)$144.85
80100Registered psychologist, initial consult (50+ min)$92.40
80110Registered psychologist, subsequent (50+ min)$92.40

Full MBS schedule available in Settings → Billing → MBS Items.

What's the difference between bulk-bill and gap?​

Billing TypeClient PaysYou ReceiveWhen
Bulk-bill$0Medicare rebate onlyConcession, under 18, hardship
Gap (private)Gap amountFull feeStandard

Gap payment = Your fee minus Medicare rebate

How many Medicare sessions can a client have?​

Under the Better Access initiative:

Referral TypeSessions
Initial GP Mental Health PlanUp to 10 per year
Review/Additional sessionsUp to 10 more (with review)
Eating Disorder PlanUp to 40 per year

Sessions reset on 1 January each calendar year (1 Jan – 31 Dec).

Why was my Medicare claim rejected?​

Common rejection reasons:

ReasonFix
Invalid Medicare numberVerify number with client
Patient not eligibleCheck card validity
Duplicate claimAlready claimed this service
Referral expired or not on fileGet new GP referral
Invalid item numberCheck MBS item validity

See Medicare Troubleshooting for detailed rejection codes and fixes.

How do I check Medicare claim status?​

  1. Go to Billing → Claims
  2. View claims by status — Submitted, Pending review, Pended, Assessed, Paid, Rejected and more. See Understanding Claim Statuses for the full lifecycle.

What's EasyClaim?​

EasyClaim allows instant Medicare rebates at point of sale:

  1. Client pays full fee
  2. Praxi lodges Medicare claim
  3. Rebate deposited to client's bank (same day)
  4. Client effectively pays gap only

Available via Tyro terminal integration.

DVA​

How do I bill DVA clients?​

  1. Ensure practitioner is DVA-registered
  2. Add DVA details to client profile:
    • DVA file number
    • Card type (Gold or White)
    • Accepted conditions (White card)
  3. Create invoice → Select DVA as funding
  4. Submit claim

What's the difference between Gold and White cards?​

CardCoverageConditions
GoldAll conditionsAny medical need
WhiteAccepted disabilities onlyMust be on card

Always check White card covers the condition being treated.

How long do DVA claims take?​

StageTypical Time
SubmissionImmediate
Assessment5-10 business days
Payment10-15 business days

DVA processes slower than Medicare. Check status in Billing → DVA → Claims.

NDIS​

How do I set up NDIS billing?​

  1. Register as NDIS provider (if not already)
  2. Go to Settings → NDIS
  3. Enter provider registration number
  4. Configure service types and rates

How do I bill NDIS clients?​

  1. Add client's NDIS details:
    • NDIS number
    • Plan dates
    • Funding categories
    • Plan manager (if applicable)
  2. Create invoice → Select NDIS as funding
  3. Submit to plan manager or NDIA portal

What's plan-managed vs self-managed?​

TypeInvoice ToPayment Time
NDIA-managedNDIA portal5-10 days
Plan-managedPlan manager7-14 days
Self-managedClient directlyImmediate

Always confirm client's plan management type.

GST​

Is GST charged on healthcare services?​

Most healthcare services are GST-free:

Service TypeGST
Medical/healthcareGST-Free
Psychology consultationsGST-Free
Counselling (qualified)GST-Free
Products sold10% GST
Reports (non-clinical)10% GST

How do I configure GST for services?​

  1. Go to Settings → Services
  2. Edit service
  3. Set GST treatment:
    • GST-Free
    • GST 10%
    • Input Taxed
  4. Save

Future invoices use this setting automatically.

How do I fix GST on an existing invoice?​

For draft invoices:

  • Edit the line item GST treatment

For issued/sent invoices:

  1. Create credit note
  2. Create new invoice with correct GST
  3. Note the correction for records

Accounting Integration​

Does Praxi sync with Xero?​

Yes. Xero integration syncs:

  • ✅ Invoices (Praxi → Xero)
  • ✅ Payments (Praxi → Xero)
  • ✅ Contacts (Praxi → Xero)
  • ❌ Bills (not supported)
  • ❌ Payroll (use Xero directly)

See Xero Sync for setup.

Does Praxi sync with MYOB?​

Yes. MYOB integration syncs:

  • ✅ Invoices
  • ✅ Payments
  • ✅ Customers

See MYOB Sync for setup.

Why isn't my invoice syncing?​

Common causes:

IssueSolution
Connection expiredRe-authorise in Settings
Connection inactiveCheck the integration is connected
Invoice existsLink or delete duplicate
Draft statusOnly issued invoices sync

See Sync Issues for detailed fixes.

Reports​

What billing reports are available?​

ReportDescription
Revenue SummaryTotal revenue by period
Outstanding InvoicesUnpaid balances (aged)
Payment ReportPayments received
Medicare ClaimsClaim status and totals
Practitioner RevenueRevenue by practitioner

Access via Reports → Financial.

How do I run an aged receivables report?​

  1. Go to Reports → Financial → Aged Receivables
  2. Set date
  3. Choose aging periods (30/60/90+ days)
  4. Filter by client or practitioner (optional)
  5. Export to CSV or PDF

Can I export for my accountant?​

Yes. Export options:

  • CSV: For spreadsheet analysis
  • PDF: For records
  • Xero/MYOB: Direct sync

Go to Reports → Export and select format.

Troubleshooting​

Invoice not generating automatically?​

Check:

  1. ✅ Appointment marked as Attended (not Scheduled)
  2. ✅ Service has a fee configured
  3. ✅ Client has billing address
  4. ✅ Auto-billing enabled in settings

Payment not showing on invoice?​

Check:

  1. ✅ Payment applied to correct invoice
  2. ✅ Payment fully processed
  3. ✅ View Payments tab on invoice

Use Transfer Payment to move to correct invoice.

Medicare rebate not reaching client?​

Check:

  1. ✅ Claim submitted successfully
  2. ✅ Client bank details in Medicare
  3. ✅ 3-5 business days processing time
  4. Check claim status in Medicare portal

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