Release Date: 5th December 2025 (For Non SP Clients) & 9th January 2026 (for SP- Clients)
Version: 1.3
Status: Live in Production under Ruh Care Inc. and Ruh Corp. Suborgs
🎯 Executive Summary
We've implemented automated invoice generation and payment processing for late cancellations across all client types. This feature automatically generates invoices when appointments are cancelled late, with intelligent handling based on client payment type (Self-Pay, Headway, or SP-tagged clients). The system streamlines the billing process while maintaining necessary manual control for insurance-based clients requiring special handling.
✨ What's New
Automatic Invoice Generation
The platform now automatically generates invoices for late cancellations:
📄 Auto-Generated Invoices - Created instantly when a late cancellation is detected
💳 Smart Payment Processing - Automated or manual based on client type
📧 Email Notifications - Sent to clients when payment is required (conditions apply)
🏷️ Tag-Based Logic - Different workflows based on SP-tag presence
Intelligent Payment Processing
Payment handling varies based on client classification:
✅ Non-SP Clients - Automatic card charging for self-pay and Headway clients
✅ SP-Tagged Clients - Invoice generated but requires manual processing
✅ No Card on File - Automatic email notifications for payment collection
✅ Manual Override - Ability to edit invoice write-off and manually charge cards
🔧 How It Works
Trigger Mechanism
The system is triggered by Late Cancellation Events:
When: A client cancels an appointment and the session status is marked as "Late Cancellation".
Action: Invoice generation begins immediately
Timing: Invoices are generated in real-time when late cancellation is detected.
📋 Client Type Workflows
Workflow 1: Non-SP Clients (Self-Pay & Headway)
Applies to: Clients without the "SP -" tag prefix
Step-by-Step Process
Late Cancellation Detected
Appointment status is marked as Late Cancellation
Invoice Auto-Generated
System creates invoice for late cancellation fee
Invoice description/note: "Late Cancellation Fee" note is added to the invoice for CCT reference
Amount: Based on providers session charges
Payment Processing:
Scenario A: Card on File
✅ Card is automatically charged
✅ Client receives payment confirmation email
✅ Invoice marked as paid and superbill is sent to the client
✅ No manual intervention required
Scenario B: No Card on File
⚠️ Card cannot be charged automatically
📧 Client receives email notification to clear dues
📄 Invoice remains in "Unpaid" status
🔔 Client prompted to pay the unpaid invoice and clear pending dues on UI
Workflow 2: SP-Tagged Clients (Insurance-Based)
Applies to: Clients with "SP -" tag prefix (e.g., "SP - AJIC", "SP - Direct Billing")
Step-by-Step Process
Late Cancellation Detected
Client with SP-tag cancels appointment and the session is marked as Late Cancellation
Invoice Auto-Generated
System creates invoice for late cancellation fee
Invoice created in "Unpaid" status
Manual Processing Required:
⚠️ No Automatic Actions:
❌ Card is NOT automatically charged
❌ Client does NOT receive payment due email
⏸️ Invoice remains pending manual review by CCT to perform write-offs
Admin Actions Required:
Step A: Review Invoice
Navigate to client's invoice in billing dashboard
Verify late cancellation fee is correct and apply write-offs if any for Special programs
Step B: Edit Invoice Write-Off (If Applicable)
Click "Edit Invoice"
Adjust write-off amount if needed
Save changes
Step C: Manually Charge Card
Click "Charge Card" button
Confirm payment details
Process manual charge
Invoice status updated to "Paid"
🏷️ Tag Detection Logic
SP-Tag Identification
The system checks client tags to determine payment workflow:
Tag Format | Example | Workflow Applied |
Has "SP -" prefix |
| Workflow 2 (Manual Processing) |
Has "SP -" prefix |
| Workflow 2 (Manual Processing) |
No "SP -" prefix |
| Workflow 1 (Auto-Charge) |
No "SP -" prefix |
| Workflow 1 (Auto-Charge) |
No tag | (empty) | Workflow 1 (Auto-Charge) |
Tag Matching Rules
Prefix matching only: "SP -" must appear at the start of the tag
Multiple tags: If client has any SP-tag, Workflow 2 (Manual Charge) applies
💰 Invoice Details
Invoice Line Items
Field | Description | Example |
Description | Service description |
|
Amount | Cancellation fee |
|
Total | Total amount due |
|
Invoice Status States
Status | Meaning | Next Steps |
Unpaid | Invoice generated, payment pending | Automatic charge (Workflow 1) or Manual processing (Workflow 2) |
Payment Failed | Payment failed because of insufficient funds or card expiry | Follow-up for Payment by CCT |
Paid | Payment successful | No action required |
Written Off | Admin manually wrote off balance | No action required |
⚠️ Edge Cases & Special Handling
Multiple Late Cancellations
Scenario: Client has multiple late cancellations in a short period
Action:
Separate invoice generated for each late cancellation
Each invoice processed independently
Multiple invoices can be bundled for payment if needed
Card Declined (Non-SP Clients)
Scenario: Automatic charge fails due to declined card
Action:
Invoice status remains "Unpaid"
Client receives email notification
SP-Client Transitions
Scenario: Client changes from SP-tagged to non-SP (or vice versa)
Action:
System checks tags at time of late cancellation status
Workflow applied based on current tag status
Historical invoices unaffected by tag changes
Same-Day Tag Changes
Scenario: Admin adds/removes SP-tag on same day as late cancellation
Action:
Tag status checked when invoice is generated
If SP-tag present at generation time → Workflow 2
If no SP-tag at generation time → Workflow 1
Changes after invoice generation don't affect workflow
🎁 Benefits to Team
For Therapists
💰 Revenue Protection: Automatic billing for late cancellations
📋 Clear Policies: Consistent enforcement of cancellation rules
🔔 Notifications: Automatic client communication
For Billing Team
⚡ Efficiency: Reduced manual invoice creation
💳 Automated Collection: Automatic payment processing for eligible clients
📊 Better Tracking: Centralized late cancellation billing
🎯 Targeted Review: Manual review only for SP-tagged clients
For Clients
📧 Transparency: Clear notification of charges
💳 Convenience: Automatic payment (when applicable)
📄 Documentation: Clear invoice records
For Compliance
📋 Policy Enforcement: Consistent application of cancellation policies
🔍 Audit Trail: Complete record of all late cancellation charges
✅ Documentation: Automated invoice generation for all cases
🏥 Insurance Handling: Appropriate manual review for SP-clients
🔍 Implementation Details
Data Flow: Non-SP Clients (Workflow 1)
Late cancellation event triggered
System checks client tags
No "SP -" tag found → Workflow 1. (Auto-charge)
Invoice auto-generated with late cancellation fee
System checks for card on file
IF card exists:
Attempt automatic charge
If successful → Send confirmation email, mark invoice "Paid"
If declined → Send payment request email, keep invoice "Unpaid"
IF no card:
Send "Clear Dues" email with payment link
Invoice remains "Unpaid" until payment received
Data Flow: SP-Tagged Clients (Workflow 2)
Late cancellation event triggered
System checks client tags
"SP -" tag found → Workflow 2
Invoice auto-generated with late cancellation fee
Invoice status set to "Unpaid"
NO automatic actions:
No card charging attempted
No email notifications sent
Invoice appears in admin dashboard for manual review
Admin reviews, adjusts write-off if needed, and manually charges card
🛠️ CCT Workflows
Daily Tasks for CCT Team
Review SP-Client Invoices
Check dashboard for new late cancellation invoices with SP-tags
Review each invoice for accuracy
Process write-offs if covered by insurance no-show policies
Manually charge cards for client-responsible amounts
Monitor Failed Payments
Review declined automatic charges
Follow up with clients for payment method updates
Retry failed payments after card updates
Track Outstanding Balances
Monitor unpaid invoices aging report
Send follow-up emails for overdue balances
Escalate to collections if necessary
📞 Support & Questions
Common CCT Questions
Q: What if a client disputes the late cancellation charge?
A: Admin can edit the invoice and adjust the write-off amount to $0 the charge, or issue a refund if already paid.
Q: Can we customize the late cancellation fee per therapist?
A: Yes, cancellation fees can be configured based on their session charges and session types.
Q: What happens if we add an SP-tag after the invoice is generated?
A: The invoice workflow is determined at generation time. Changing tags afterward doesn't affect existing invoices.
Q: Can we manually trigger invoice generation for older late cancellations?
A: Yes, CCT can manually create invoices for any appointment through the billing dashboard, like we used to do earlier.
Q: How do we know which invoices need manual processing?
A: Clients with SP - tag on their profile need manual charge and processing.
For questions about this feature or to report issues, please contact:
Development Team: [email protected]
Last Updated: January 2026