Managing Post-Checkout Upcharges
At Nimble, we understand that pharmacy workflows are dynamic. Often, a copay changes, a quantity is adjusted, or a delivery fee needs to be added after a patient has already completed checkout.
To give your pharmacy more independence and reduce the need for manual workarounds, we have introduced the Upcharge feature. This allows authorized pharmacy staff to process additional charges directly from the Nimble Dashboard without needing to contact Support or ask the patient to check out a second time.
How it Works
The Upcharge tool is available for orders that are already in a checked-out state. It enables you to quickly bridge the gap between the initial payment and the final cost of the prescription or service.
Eligibility Criteria
To process an upcharge, the following conditions must be met:
- Order Status: The order must be in OPEN, CLOSED, or DELAYED status. (Cancelled orders are ineligible as they are already fully refunded).
- Timeframe: Upcharges must be initiated within 20 days of the original patient transation date.
- Payment Method: The patient must have a valid payment method on file.
- Amount: Individual upcharges are the platform fee at minimum, up to $500.00.
Step-by-Step: Processing an Upcharge
Follow these steps to add a charge to an existing order:
- Locate the Order: Navigate to the Pharmacy Dashboard > Tasks or Patient History > Order History and select the relevant order.
- Initiate Charge: Click on the Upcharge option (found near the order summary or payment details).
- Select Items / Fee: Select what is being upcharged. (Rx, OTC, Delivery fee, Other)
- Select Reason: Choose the category that best fits the charge:
- Price Adjustment
- Quantity Change
- Prescription Change
- Shipping/Delivery Fees
- Other (Non-Taxable)
- Enter Amount & Notes: Enter the dollar amount. If you select "Other," a descriptive note is required; for all other reasons, notes are optional but recommended for your records.
- Confirm Consent: You must check the box confirming you have obtained patient consent (collected via phone, text, or in-person) before proceeding.
- Process Payment: Click Charge. The system will attempt to charge the patient's current primary payment method.
Key Considerations
Patient Experience
Patients are automatically notified of the additional charge. Their digital receipt is updated in real-time to reflect the new total and the specific reason for the upcharge, ensuring full transparency.
Financial Reporting & Payouts
- Separate Transactions: Each upcharge is treated as its own transaction for auditing purposes.
- Itemized Records: Upcharges appear in your Payout Transaction Summary and Itemized Reports with the associated Rx number and selected reason.
- Processing Fees: Standard platform and processing fees apply to upcharges just as they do to regular transactions.
Refundability
If an upcharge is processed in error, it can be refunded independently of the original order payment. This provides granular control over financial corrections.
Note on Taxes: Taxes are not automatically calculated on upcharges. Please ensure the amount you enter is the total final amount intended to be charged to the patient.
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Frequently Asked Questions (FAQs)
General Q’s
What is an "Upcharge" in the Nimble Dashboard?
An upcharge allows your pharmacy to process additional charges for an order that has already been checked out. This is useful for handling unexpected copay changes, adding shipping fees, or adjusting for quantity increases without having to cancel and recreate the entire order.
When can I use the Upcharge feature?
You can process an upcharge for any order currently in an OPEN, CLOSED, or DELAYED status. You have a 20-day window from the original payment date to initiate these additional charges.
Do I still need to contact Nimble Support to add a fee to an order?
No. This feature is designed to give you full independence. As the Pharmacy Owner, Chain Owner, and PIC, as long as the patient has a payment method on file and the amount is under $500.00, you can handle the transaction directly from your dashboard.
Patient & Payment Details
How is the patient notified of the new charge?
Once an upcharge is successfully processed, Nimble automatically sends a notification to the patient. This will show up in the communication center as long as After Purchase Communications are turned on. Their digital receipt is updated in real-time to reflect the new line item and the total amount charged.
Which card is charged for the upcharge?
The system will charge the patient’s current primary payment method on file. Please note that this may be different from the specific card used during the original checkout if the patient has updated their profile in the interim.
Is patient consent required?
Yes. For compliance and security, the dashboard will require you to check a box confirming that you have obtained patient consent (via phone, in-person, or messaging) before the "Charge" button becomes active.
Fees & Reporting
Are there limits on the upcharge amount? *
Minimum: Platform flat fee.
Maximum: $500.00 per individual upcharge.
How do these charges appear in my payout reports?
Upcharges appear as separate line-item transactions in your Payout Transaction Summary and Itemized Reports. They are clearly labeled as "Upcharge" and include the associated Rx number (if applicable) and the reason selected during the process (e.g., "Price Adjustment" or "Shipping Fee").
What happens if I need to refund an upcharge?
Upcharges are fully refundable at the transaction level. If you accidentally overcharge an upcharge, you can refund that specific transaction without affecting the original order payment.
Troubleshooting
Why is the Upcharge option disabled for a specific order?
The option may be disabled for the following reasons:
- The order is Cancelled (and therefore already refunded).
- The 20-day window from the original payment has passed.
- The patient does not have a valid payment method on file.
- Your user role does not have the necessary permissions (Limited to Owners, Pharmacists-in-Charge, and specific Internal roles).
Are taxes automatically calculated on upcharges?
No. The system does not automatically calculate tax on upcharges. You should enter the final amount you wish to charge the patient inclusive of any necessary adjustments.