FAQs

Some answers are based on practice policy and may vary based on individual hospital protocols. Refer to your hospital's policies when necessary.

A client is exchanging a service for one not currently on the plan. How do I handle this in the application?
As an administrator, mark the existing plan service unavailable within the Item tab of the Client Summary Page and, within the Notes tab, add a comment de...
Tue, May 12, 2015 at 4:59 PM
If a client would like to change a plan for the next year and use services early, how should this be done?
An administrator would use the Configure Renewal Plan option within the Client Summary Page to manually add the desired plan. The administrator would t...
Thu, Apr 2, 2015 at 12:18 PM
Does the Petly Plans application recognize a saved invoice?
No, the application only marks items used for invoices that have been closed.  
Tue, May 12, 2015 at 5:00 PM
If a client account is inactivated in the PIMS, will the plan(s) associated with that account be inactivated within the Petly Plans application as well?
No, an administrator will need to cancel any plan(s) associated with the inactivated client account This would be done within the Client Summary Page by cli...
Mon, Jul 31, 2017 at 11:54 AM
What happens to an active plan when pet ownership changes?
If ownership of the pet(s) is transferred 100% to a different account, the associated plan(s) will transfer to the new account after the Petly Plans appli...
Wed, May 13, 2015 at 10:44 AM
A client is moving and unable to renew a plan. The pet is eligible for plan items. However, the final appointment is scheduled after the plan is completed. How do I reconcile this in the Petly Plans application?
There are two options: Invoice the client on the appointment date and then manually mark item(s) used on the completed plan in the Petly Plans appl...
Wed, May 13, 2015 at 10:45 AM
Will a plan automatically be cancelled if a pet is marked Deceased in the PiMS?
No, the plan is put on hold after the nightly sync and the client will no longer be automatically charged monthly payments. If a pet is marked Deceased ...
Tue, Feb 5, 2019 at 10:33 AM
If I inactivate an item within the PIMS, what must I do in the Petly Plans application?
If an item is inactivated within the PIMS, it must be deactivated within the Petly Plans application to remove it from all associated preventative care plan...
Mon, Jul 31, 2017 at 11:53 AM
A client changes their mind right after a plan is added for a pet and the initial payment is processed. What should I do?
You will need to log into the hospital’s Authorize.Net® account to remove the charges to the client’s account. Select Search > Unsettled Transac...
Wed, May 13, 2015 at 10:49 AM
How do I find out when a task, such as an item deletion or item usage, was performed for a plan?
An activity log is available to administrators for each plan. Within the Client Summary Page verify the correct pet and plan display and se...
Thu, Apr 2, 2015 at 12:21 PM