Mark a patient as FTA, DNA or not a new patient (and other reasons to dispute a charge) – Fixed Price Dental

If a charge on your bill isn't right, submit a request to have it removed. The same workflow handles three cases — pick whichever applies:

The patient was an FTA / DNA / no-show (Failed to Attend, Did Not Attend) — they didn't show up.
The patient isn't actually a new patient — they've been to your practice before, so the new-patient charge doesn't apply.
Other — anything else you believe shouldn't be billed.

Internally we call this submitting a billing adjustment request — that's the wording you'll see on a few buttons and badges in the portal. We review every request, usually within an hour.

Coming here because Cancel was greyed out? That's expected. Once an appointment time has passed, you can't cancel the booking — but you can mark it as FTA / DNA here so it's not billed. Same applies to a patient who called to cancel late, after the appointment time. Pick Patient did not attend appointment below.

What you'll need

The booking visible on Billing → Bookings with an active Request button (i.e. it's still adjustable).
Your name (the dialog asks who's submitting).

Steps

Go to Billing → Bookings.
Find the booking row.
Click Request in the Adjustment column.
The Request Billing Adjustment dialog opens, showing patient, appointment type, practitioner and date for confirmation.
Pick a Reason:
- Patient did not attend appointment — for FTAs, DNAs and no-shows.
- Patient had attended this practice previously — for patients who aren't actually new to your practice.
- Other — for anything else.
Enter Your name (who's submitting this request).
Answer the follow-up questions for the reason you chose (see below).
Click Request.

The status badge in the row updates to Awaiting Review.

Follow-up questions per reason

"Patient did not attend appointment" — FTA / DNA / no-show

Did the patient notify the practice about cancelling? Yes / No
Did you reschedule the patient's booking to a different time? Yes / No
Has your practice charged the patient a cancellation fee? Yes / No

"Patient had attended this practice previously" — not a new patient

Use this when a patient came in via Fixed Price Dental but is actually an existing patient at your practice (perhaps under a slightly different spelling, or they used a different mobile / email this time).

Was the patient's previous attendance at this practice within the last 3 years? Yes / No
Did the patient fill out a new patient form during that previous attendance? Yes / No

A patient who attended within 3 years and filled out a new patient form on that visit isn't considered new for billing purposes. See What "new patient" means and how we identify one.

"Other"

Comments (required) — explain why you believe the booking isn't billable.

What happens after you submit

The row's adjustment column shows Awaiting Review.
We review the request — usually within an hour.
The status updates to Approved or Rejected. See Check the status of your request.
An approved request removes the booking from the invoice (or shows it crossed-out with an "Adjusted" badge if it's already on a draft invoice).

Tips & things to watch for

Submit before the grace period ends to make sure the change can take effect on the current draft invoice. After finalisation, approved requests are credited differently — contact support if you missed the window.
The Request button only appears when adjustments are still possible. If it's missing, you may already have a request in flight, or the booking isn't adjustable.
We review against the answers you give. Be accurate — providing untrue information will cause the request to be rejected.