Why does my patient receive a reminder for an invoice that has already been paid?
When a patient pays an invoice, the payment is usually processed automatically. However, sometimes automatic processing fails, and the patient may still receive a payment reminder.
Last updated: April 3, 2025
Below, you'll find the most common causes and how to resolve them.
| Cause | Solution |
| Invoice number missing or incorrect | Manually link the payment to the correct invoice |
| Multiple invoices paid in one transaction | Check invoice numbers and manually link payments |
| Payment amount does not match invoice amount | Manually link payment; minor differences may be ignored |
| Partial payment due to a payment plan | Manually link payment |
| Payment including collection fees | Manually link payment |
| Payment sent to wrong bank account | Situation-dependent |
Tip: Do you process transactions manually in WeFact? Read this article for more info on how to do so: How do I process transactions in WeFact?
Invoice number missing or incorrect in payment description
- Cause: The patient did not include a recognisable invoice number in the payment description. For example: the payment reference is 20250001 where the invoice number is 2025-0001.
- Solution: Manually link the payment to the correct invoice.
Multiple invoices paid in a single transaction
- Cause: The patient paid multiple invoices at once. As a result, the payment amount does not match one individual invoice.
- Solution: Check if all invoice numbers are mentioned in the payment description or if you can recognise the payment amount otherwise. Manually allocate the payment to the respective invoices.
Payment amount does not exactly match invoice amount
- Cause: The patient transferred an amount that differs slightly from the invoice amount.
- Solution: Manually link the payment. If the difference is minor, you may choose to ignore it.
Partial payment due to a payment plan
- Cause: A payment plan has been agreed upon. The patient is therefore transferring partial amounts.
- Solution: Manually link each payment to an invoice that is part of the payment plan.
Payment amount differs due to debt collection case
- Cause: The invoice turned into part of a debt collection case and the patient paid the invoice amount plus collection fees and/or interest.
- Solution: Manually link the payment and ignore the debt collection fees; you will register these in Payt.
Payment made to the wrong bank account
- Cause: The patient transferred the amount to an incorrect bank account.
- Solution: The solution here depends on the situatie. Does it concern a wrong bank account that is unrelated to your practice? Let the patient contact their bank. Does it concern a different bank account of your practice? Ask the patient for proof of payment with date, amount and bank account number. Then, manually process the payment.