Payments Log

For offices using FlexPayments powered by Stripe. 

Legacy Payments users may notice differences in functionality, layout, terminology, and workflow steps.

The Payments Log provides a centralized view of all credit card transactions including payments processed in-office, through treatment plans, statements, recurring payments, and unlinked payments. It helps your team confirm payment activity, review transaction status, and support daily reconciliation.

This guide explains how to access the Payments Log, review transaction details, issue returns, and verify payment activity.

Access:

1. From the Flex Homepage, select the Payments icon in the navigation menu
2. Choose the Payments log tab

 

Search and Filter:

Transactions from the last 30 days, including today, are shown by default. 

Use filters to target your search. Parameters include:

• Patient Name
• Payment Status
• Date Range

 

Review Transaction Details:

Displayed transaction details vary by transaction type and status. Your view may include:

• Date the payment was taken
• Name of the patient
• Payment method: Card Type and last 4 digits
• Amount processed
• Flex user who took the payment
• Payment Type: Terminal, Stored Card, Online, Unlinked, Virtual Terminal
• Payment Status
• Available Actions
• Refunded amount

Notes for Legacy 3rd Party Integrated Payments users on version 5.13.0 and above.

The Payments log may include the following:

• The Payment Type column: This column is used with FlexSchedule + Credit Card Holds and Deposits↗️ and tracks online booking deposits. It will appear on the far right after at least one deposit is collected. Entries in this column display as "OS Deposit".

• Refunded details: Refund entries may display the user who processed the refund and the date the refund was issued.

Select an item to view available details:

Transaction Statuses:

Payment statuses display automatically. Select the information icon to view detailed descriptions.

• No status: Payment was successfully processed and recorded in Open Dental.
• Refunded: The payment was refunded to the card, either in full or in part.
• Disputed: The cardholder has reported the charge to their card issuer, initiating a chargeback.

• Incomplete: The payment request was sent to the terminal, but the transaction was canceled or not completed.

  

Processing Returns and Receipts:

Select the three-dot menu under the Actions column to view available options.

• Send Receipt: Receipts are delivered by email. A receipt for a refunded payment is available after the return is processed. 

• Refund: Review the refund amount. Enter a new amount if changes are needed.
  • Refunds can be issued until the full payment amount has been returned. Once the full amount has been refunded, no additional refunds can be processed.

• Note: Permissions are needed to process refunds in Flex. To update a user's permissions, visit this guide: How Do I Change User's Permissions?↗️

Manage View

When viewing the Payments Log, display settings can be adjusted.

• Hover over the column header to access menu options, including:
  1. Hide Column
  2. Manage Columns                                                                                                                                                                           

• Select and drag the column separator to adjust the column width. 

  

Reconciliation Reporting

Reconciliation reporting offers added visibility into payment activity in Flex and Open Dental, giving your team confidence and clarity in day-to-day reporting.

To review payment activity:

1. At the top of the list, select Create Report.                                                                                                             
2. Enter the appropriate date range, then click Next.                                                                                                   
3. To generate a downloadable copy, select Create Report.
4. Click Download to print the report for your records.
5. Choose Change Dates to return to the date selection screen if adjustments are needed.
   • Note: To simplify reconciliation and reporting, your Monthly Merchant Report is automatically generated and sent to the email address associated with your FlexPayments powered by Stripe account. This downloadable .pdf summarizes deposits, total processing volume, and fees from Card Present and Card Not Present transactions. 

Unlinked Payment

This option is intended for practices that process virtual credit card insurance payments. These are not patient payments and do not automatically post to Open Dental. 

If your practice does not process these types of payments, skip this section.

Before processing the payment in Flex, post the payment and close the claim in Open Dental as your normally would.

To process an Unlinked Payment: 

1. At the top of the Payments Log, select Unlinked Payment.                                                                                   

2. Confirm the Payment Name/Note, or enter a new value, then click Next.

   

   • The value entered in the Name/Note field will appear in the Name column of the Payments Log.  
3. Enter the payment amount.                                                                                                                                   
4. Confirm the terminal, or select a different one if your office uses multiple devices.

5. If a physical card is provided, select Charge Card and process the payment using the terminal.

   

6. If card details were provided but a physical card is unavailable, open the drop-down menu and select Manual Entry to enter the card information on the terminal.                                                                                
   • Note: If your terminal is offline, the virtual terminal payment option will appear.
7. To cancel the payment, select the Cancel Payment on Terminal option in Flex. 

   • Selecting 'X' will close the window and the payment will be marked as incomplete.

Upcoming Enhancements

Planned for users enrolled in FlexPayments Powered by Stripe.

• Surcharging: FlexPayments powered by Stripe users will be able to apply compliant credit card surcharges in accordance with applicable legal and card network guidelines. This enhancement helps practices offset processing costs while presenting surcharges clearly to patients and simplifying payment collection.

• By Now, Pay Later (BNPL) Financing with Klarna or Affirm: Patients will be able to view, apply for, and use financing directly from the Flex treatment plan. This enhancement helps reduce checkout friction, support patient affordability, and increase treatment acceptance.

• FlexSchedule Holds and Deposits: Currently available to legacy 3rd-party Payments users, this capability will soon be introduced for FlexPayments powered by Stripe users. Practices will be able to require an appointment deposit or capture a card on file during online booking, with settings applied by appointment type to help secure scheduled time and reduce last-minute cancellations or no-shows. In addition to FlexPayments powered by Stripe, FlexSchedule must be included in your Flex subscription to utilize this feature. Learn more about online booking here: Schedule a Demo↗️

Next Steps

➡️Interested in enrolling with FlexPayments Powered by Stripe? Schedule a Demo today

➡️Need to take an in-office payment? View this article: How Do I Charge A Patient's Card?

➡️Learn how to set up and manage Recurring Payments using the 2 guides below:

• How to Set Up Recurring Payments in Flex
• How to Manage Recurring Payments in Flex

If you found this information helpful, please like and/or comment below!

If you have questions, please contact Flex Support.

Thank you!