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    • Setting up your clinic, start to live
    • Five-minute tour of the dashboard
    • Which features fit your clinic
    • Two-week onboarding plan, in order, with what to do on each day
    • Start here, pick your role
    • Booking & Calendar
    • Walk-in patients and Quick Add registration
    • Session lifecycle, what reception must follow
    • The calendar, conflicts, treatment plans, the real reception playbook
    • Session types - Consultation, Service, Telehealth, and Home Visit
    • Session sources - rooms and resources as calendar columns
    • Discharging a patient and closing the encounter
    • No-shows, late cancellations, and deposit policy
    • Booking confirmations and appointment reminders
    • AI dynamic reassignment, freeing senior-doctor capacity automatically
    • Moving a patient's future sessions to a different branch
    • Recurring session series and the 10-pack patient flow. Coming soon
    • Patients, the record everything else attaches to
    • Registering a patient end to end, consents and duplicates and family links
    • The patient detail page, every tab walked through
    • Family links, duplicate detection, and merging records
    • Tagging patients well, the segmentation that drives campaigns and operations
    • PII masking, marketing consent, data subject rights, the compliance loop
    • Patient documents and attachments, what goes where and how to find it
    • Patient comments and @mentions, the internal notes the patient never sees
    • Check-in & patient flow
    • Patient journey from check-in to discharge, per role
    • Coming soon
    • Online booking widget, the public self-booking experience
    • eTriage smart intake, structured symptom routing before the booking lands
    • Treatment plans, the multi-session clinical journey
    • Designing, proposing, delivering a plan end to end
    • Treatment plans for aesthetic and dental verticals
    • Coming soon
    • Group classes, parallel chairs, standing recurring appointments
    • Service report, the most consequential click of the day
    • The deep mechanics, submit, corrections, reversals, role flows
    • Discharge, the legal close of the encounter
    • How service report consumes inventory, batch, expiry, location
    • How service report posts to the books, every account that moves
    • Service delivery, defaults, variants, multi-service, telehealth, homecare
    • Tasks
    • Working tasks day to day, kanban + table + automation
    • The tasks engine, lifecycle, SLA, escalation, recurring, templates
    • Configuring booking policy at the tenant level
    • Setting up provider availability for the booking calendar
    • Tablet kiosk, reception kiosk and in-room flows
    • Designing consent templates and capturing signatures the audited way
    • Coming soon
    • Patient queue display and the now-serving board
    • Coming soon
    • Virtual queue, wait outside, return when called
    • First-time patient, walk-in to invoice paid
    • Patient buys a 10-session package and consumes the first credit
    • Provider used more filler than planned
    • Owner authorizes a below-floor sale
    • How one action ripples through the system, the connection map
    • Refund a paid invoice, refund vs credit note
    • Month-end close, who does what in what order
    • Instagram lead → first paid visit
    • Opening a second branch, step by step
    • A patient complains, end to end
    • Migrating from another clinic system, what to bring over
    • Provider calls in sick, recover the day
    • Patient mid-treatment, transfer the remaining package credits to another branch
    • Saturday morning, branch A runs out of botox
    • Regulator inspection in 24 hours, pull the compliance bundle
    • Year-end close, what happens beyond the monthly rhythm
    • System outage on a busy Saturday, the paper fallback and the reconcile
    • Refund a partially-consumed package, the math and the ripples
    • New receptionist arrives, Day 1 from 09:00 handoff
    • Closing a branch, the reverse of opening
    • Patient data subject access request (DSAR) fulfilment
    • EMR, the clinical chart everything else attaches to
    • Working the medical record, what is where and who edits what
    • Allergies, the registry that prevents the wrong prescription
    • Entering the medical record, what fires, what is locked
    • Vital signs, capturing them right, watching the trend
    • Problem list and diagnoses, the continuity backbone
    • SOAP notes and encounter documentation, writing the chart well
    • AI Clinical Scribe, ambient documentation that writes the note for you
    • Clinical tests & results
    • Lab orders from request to released result
    • Connecting to a reference lab, HL7 and FHIR mapping, courier workflow
    • Pharmacy, the entry point
    • Prescription to dispense to MAR, the full clinical-to-fulfilment workflow
    • Controlled substances register, daily count, witnessed disposal, inspection prep
    • Insurance, the entry point
    • Running an insurance case from booking to settlement
    • EOB reconciliation, denial management, appeals, AR discipline
    • Coming soon
    • Aesthetic chart, photos, injection map, units per area, consent
    • Coming soon
    • Your day in My Panel, queue to close
    • Coming soon
    • Wearables, CGM, and remote vitals streaming into the EMR
    • Virtual ward and hospital-at-home, monitored discharge with RAG alerts
    • Billing remote patient monitoring to UAE insurers, the pre-auth, episode, and denial loop
    • PROMs library, the patient-reported outcome engine for outcome contracts and care plans
    • Coming soon
    • The clinician inbox, one screen for everything that needs your attention
    • Disease pathway builder, multi-step structured programs without code
    • Coming soon
    • Mental health clinic, from intake to long-term care with safety nets
    • Coming soon
    • Clinician cohort dashboard, the exception-based caseload view that surfaces the patients who need you today
    • Coming soon
    • Start here, choosing the right catalog type
    • Services
    • Products
    • Memberships
    • Gift Cards
    • Sales Packages
    • How to create a sales package
    • How Catalog and Inventory connect
    • Catalog setup for correct costs and margins
    • Invoices
    • Working invoices end to end, edits, voids, mixed payment, what each status means
    • POS-style checkout at the desk, quick-sale to receipt
    • Voiding an invoice, the only "this didn't happen" path
    • Multi-currency invoicing
    • Insurance billing and payer split per line
    • From booking to invoice, the full clinical-revenue loop
    • Sales reports
    • The 8 sales reports every owner should read and what each tells you
    • Payments
    • Rolling out payments. cash, card, links, end-of-day
    • Wallet, cashback, and referral rewards at payment
    • Card on file, recurring billing, BNPL (Tabby and Tamara)
    • Dunning and collections automation
    • Session Credits, lifecycle and setup
    • Session Credits, the operational rules
    • Selling and running a package end to end, with the accounting that goes with it
    • Packages across branches and across family members
    • Coming soon
    • Memberships, end-to-end
    • Building a membership program, the recurring-revenue playbook
    • Refunds & credit notes
    • Refunds and credit notes, when to use which and what fires downstream
    • Commissions
    • Designing commission rules and running the payout cycle
    • Commission reversal, claw-back, and payout
    • Accounting cycle
    • Accounting operations, the four screens you live in
    • Bank and cash reconciliation
    • Accounting posting from sales, every event mapped
    • Marketing spend and customer acquisition cost
    • Period close and fiscal year
    • Configuring the billing layer at the tenant level
    • Coming soon
    • Building coupons and applying discounts the audited way
    • Gift cards
    • Coming soon
    • Coming soon
    • E-invoicing — UAE FTA, KSA ZATCA, Egypt ETA, Peppol
    • e-Invoicing for UAE clinics
    • UAE FTA e-invoicing, schema, Peppol, sandbox, archive
    • Fee schedules per payer, cash vs insurance vs corporate vs VIP
    • Coming soon
    • Coming soon
    • Building a quote, sending it, converting to invoice
    • Coming soon
    • Running the cash drawer end of day, the daily integrity check
    • Coming soon
    • Statements and AR aging, the collection rhythm
    • Coming soon
    • Sending a payment link, the patient pays without coming back
    • Products & catalog
    • Stock & inventory
    • BOM, COGS, valuation, the margin discipline that holds the clinic together
    • Inventory workflows, the 7 sub-flows you will run
    • GRN end to end, batch capture, partial receipts, GL posting
    • Stock transfers, two-leg flow, in-transit state, inter-branch GL
    • Stock-take, cycle counting, variance, write-off the audited way
    • Expiry tracking, FEFO, recall, auto-write-off
    • Reorder points and low-stock alerts, preventing the stockout
    • Returns and disposal, vendor RMA, patient returns, regulated waste
    • Barcode scanning in every workflow — hardware, setup, fallback
    • Vendors & purchases
    • From purchase request to vendor payment, the procurement cycle that holds together
    • Team Members
    • Provider leaving the clinic, transfer of care end to end
    • Check-in / Check-out
    • Rolling out staff attendance. full setup
    • Shifts & rosters
    • Setting branch hours and per-member availability
    • Coming soon
    • Coming soon
    • Time off
    • Leave requests and approvals, the full loop
    • Teams, what they are and how to use them
    • My Panel, the provider's working surface
    • Leads
    • Leads funnel, working the kanban and converting to patient
    • First-response SLA, the 5-minute discipline that wins conversions
    • Source attribution and ad ingestion, where leads come from and how
    • Conversion to patient, lost reasons, win-back sequences
    • Campaigns
    • Running a campaign from segment to ROI
    • Messaging
    • Working the inbox, WhatsApp window, templates, AI mode, handover
    • AI mode deep dive, knowledge base, confidence, handover, guardrails
    • AI Receptionist, always-on booking and triage on WhatsApp + SMS + email
    • WhatsApp templates and window playbook, the WABA rules that shape the day
    • Catalog automation, attach automatic WhatsApp messages and tasks to a Service or Product
    • Automations
    • Designing automations, the trigger/condition/action model with an example library
    • Handlers library reference, every released action with its config
    • Rule design playbook, triggers, conditions, multi-step, dry-run, top 10 starters
    • Loyalty & wallet
    • Cashback, points, wallet, gift vouchers, how it all works end to end
    • Reviews
    • Patient mobile app, the clinic in the patient's pocket
    • Patient portal
    • What the patient sees, what they can do, what is gated to clinic-only
    • Remote monitoring and chronic care, the always-on patient relationship
    • Service Portfolios, the shoppable before-and-after gallery on your booking page
    • Aesthetic patient companion app, the post-procedure VIP loop
    • Coming soon
    • Raffles
    • Reports & analytics playbook
    • The questions every owner asks and the report that answers each
    • Reports number mismatch debug, the seven things to check
    • Coming soon
    • Owner daily dashboard, the 9-AM glance for clinic owners
    • How the reports and dashboards engine works
    • Coming soon
    • Per-role dashboards, what each role's home screen should show
    • Owner monthly rhythm, the month-end close playbook
    • Branches
    • Running a multi-branch clinic, what is shared, what is isolated, how staff move between
    • Roles & permissions
    • Designing roles right, custom roles, field masking, branch scope
    • Workspace settings
    • Customising the platform, the five settings screens you will live in
    • Every important option, what it does, what to pick, why
    • Notifications
    • Channels, routing, fallback, quiet hours, what fires when
    • Security & audit
    • Running the audit log, DSR exports, legal hold, regulator inspection prep
    • Leaving Hoopoe + Data Subject Requests, end to end
    • Disaster recovery and outage playbook, keeping the clinic open
    • Documents
    • WhatsApp Business
    • Stripe
    • UAE compliance, VAT, NABIDH, Tatmeen, DHA
    • NABIDH & Malaffi clinical workflow
    • DHA / NABIDH violations log (daily compliance review)
    • Running a UAE clinic compliantly, NABIDH/Malaffi/Riayati/Tatmeen end to end
    • DHA & NABIDH rules for Dubai clinics — by rule, role, and scenario
    • Before you go live — the one-time setup that prevents silent violations
    • DHA inspection prep, the bundle the regulator wants to see
    • What gets sent when — the complete message map
    • Who does what — NABIDH responsibilities by role
    • Every scenario answered — edge cases, gaps, and the fix
    • Compliance officer & inspection readiness
    • Telehealth — manual meeting link on a session
    • Telehealth — advanced features (coming soon)
    • Public API, webhooks, Zapier and Make recipes
    • Coming soon
    • Tap Payments
    • Receptionist, your role and your day
    • Your DHA compliance duties (Receptionist)
    • Provider, your role and your day
    • Your DHA compliance duties (Doctor / Nurse / Provider)
    • Coming soon
    • Your day as a sales rep, in 10 steps
    • Coming soon
    • Your day and your month as the clinic accountant
    • Owner, what only you can do
    • Your DHA compliance duties (Owner / Manager)
hoopoe EMR/Refunds & credit notes

Refunds & credit notes

Giving money back. Cash refund, credit note, partial, package mid-way, commission claw-back, the accounting that has to balance.

Start with Refunds & credit notesBrowse all articlesAll modules
Recommended first readRefunds & credit notes

A good place to start if you want the shortest path into this module.

guideintermediate7 min

Guides

guide• intermediate• 7 min
Refunds & credit notes
refundscredit-notesaccounting
guide• advanced• 8 min
Refunds and credit notes, when to use which and what fires downstream
refundscredit-notesaccounting