---
title: How to Collect Insurance Shortfalls from Clients When You Process a Remittance
description: Reissue an insurer shortfall to the client from the remittance, then let Pabau charge their saved card or email a payment link when you process it.
---

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# How to Collect Insurance Shortfalls from Clients When You Process a Remittance

When an insurer pays less than an invoice, the difference (an excess, a co-payment, a treatment the policy doesn't cover) is the client's to pay. In Pabau you mark that shortfall for reissue on the remittance. When you process the remittance, Pabau credit-notes the original invoice, raises a new invoice to the client for the shortfall and collects it straight away: it charges the client's saved card, or emails them a payment link.

**NOTE:** You need the **Can access remittance page** permission. Charging saved cards needs online card payments set up for your clinic, and payment links need your client portal. US clinics see **Bill patient** and **Patient responsibility** instead of **Reissue** and **Shortfall**.

**Step 1: Choose How Saved Cards Are Charged**

Each insurer has its own setting. You only need to do this once.

1. Go to **Setup → Third Parties**, click the insurer and open the **Settings** tab.
2. Keep **Collect card details for shortfalls** switched on.
3. Under **Charge shortfalls**, choose **Automatic** (**Charge the saved card automatically when an invoice is reissued to the client.**) or **Manual** (**Staff charge the saved card from the shortfall invoice.**), then click **Save**. **Automatic** is the default.

![The insurer's Settings tab with Collect card details for shortfalls on and Charge shortfalls set to Automatic](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/490603355369-00-charge-shortfalls.png)

*Automatic charges the card; Manual waits for you to confirm*

**Step 2: Mark the Shortfall for Reissue**

Open the remittance from **More → Claims → Remittance**, enter what the insurer paid against each invoice, then deal with any shortfall. Each match row shows whether the client has a card on file.

1. On the invoice the insurer under-paid, click **Reissue** and the amount, for example **Reissue £75**.

![A part-paid invoice on the match screen with the Reissue £75 button marked](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/490603355369-01-reissue-button.png)

*The shortfall shows on the invoice's row*

1. In **Reissue invoice**, choose the **Reissue reason**. It becomes the credit note reason on the original invoice.
2. Add a **Note (optional)**, for example the insurer's reason. It is shown on the invoice row.
3. Click **Reissue**.

![The Reissue invoice window with the Reissue reason, the note and the Reissue button marked](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/490603355369-02-reissue-reason.png)

*The reason becomes the credit note reason*

**TIP:** The reasons come from your credit note reasons in Setup. If the list is empty, Pabau tells you **No credit note reasons configured. Add one in Setup first.**

1. The row now shows **Will bill client**. Nothing is billed yet.
2. Changed your mind? Click **Don't reissue**.

![The invoice row showing Will bill client and the Don't reissue button](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/490603355369-03-will-bill-client.png)

*The shortfall is billed only when you process the remittance*

**Step 3: Check How Each Shortfall Will Be Collected**

When every invoice has a payment or a shortfall decision, click **Process remittance**. Pabau shows what it is about to do before anything is posted.

1. **Shortfalls to reissue to clients** lists each shortfall: **Original invoice credit-noted; new client invoice for** the amount.
2. Beside each one is how it will be collected:
     - **Charge** the card **automatically**: the insurer charges shortfalls automatically and the client has a usable card.
     - **Charge** the card **— you confirm**: the insurer is set to Manual, so you confirm the charge.
     - **Email a payment link**: the client has no usable card, so they are emailed a link to pay.
     - **Needs attention — no card or email**: there is no card and no email address to send a link to.
3. Click **Process remittance** to go ahead.

![The Process remittance summary with the shortfalls to reissue, a collection route and the Process remittance button marked](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/490603355369-04-process-breakdown.png)

*Each shortfall shows how it will be collected*

**Step 4: Let the Remittance Run**

A progress screen covers the page while Pabau works. Keep the tab open until it finishes.

- First, **Processing remittance**: the insurer's payments are posted, then each shortfall is credit-noted and billed to the client. An insurer payment always posts before its shortfall; if a payment fails, its reissue is held back so the client is never billed for the insurer's share.
- Then, **Collecting shortfalls**: saved cards are charged and payment links sent.
- It ends on **All done**, or **Done** with how many need attention, with counts for **Posted**, **Billed to clients**, **Charged to cards**, **Payment links sent** and **Needs attention**.

**NOTE:** If an invoice fails, everything else is still saved and the remittance stays open so you can retry just the failed invoices.

**Step 5: Finish Collecting in Collect Shortfalls**

**Collect shortfalls** lists the client invoices created for this remittance, grouped as **Automatic card payments**, **Card payments to confirm**, **Email payment links**, **Needs attention** and **Completed**.

1. Check the totals for each group at the top.
2. For anything under **Needs attention**, read the reason in the **Result** column, for example **No email address. Add one to the client record, then refresh.** Click **Review invoice** to open the invoice.
3. When you have fixed it, click **Refresh**.
4. Tick the rows you want to collect and click **Process selected**. To send a payment link rather than charge a card, use **Email instead** on that row.

![The Collect shortfalls window with the group totals, a needs-attention reason, Refresh and Process selected marked](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/490603355369-05-collect-shortfalls.png)

*Collect shortfalls groups every client invoice by how it will be paid*

**IMPORTANT:** If a card was charged but the payment couldn't be recorded, the row is flagged **Payment is not confirmed. Review the invoice and any card charge before trying again.** Check the invoice before retrying so the client isn't charged twice.

**Step 6: Come Back Later**

Click **Finish later** to stop for now. While any shortfall from this remittance is still unpaid and hasn't been sent a link, the match screen shows **Resume collection** with how many are left.

1. Click **Resume collection** to reopen **Collect shortfalls** and carry on.

![The processed remittance with the Resume collection (1) button marked](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/490603355369-06-resume-collection.png)

*Resume collection reopens anything still to collect*

**What's next?**

- [How to record insurer payments with remittances](https://support.pabau.com/en/pabau2/how-to-record-insurer-payments-with-remittances?hsLang=en)
- [How to Use the Aged Debt Report (UK)](https://support.pabau.com/en/pabau2/how-to-use-the-aged-debt-report-uk?hsLang=en)
- [How to Pay with Card on File](https://support.pabau.com/en/pabau2/how-to-pay-with-card-on-file-via-pos?hsLang=en)

---

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