If a hearing aid has been added to an invoice but has not yet been delivered to the patient, you can cancel it by removing it from the invoice or canceling the invoice.
Prerequisites
To cancel an entire invoice, your account needs the able to delete invoices permission. Ask your administrator if you are unsure.
To remove a line item from a locked invoice (an older invoice past your practice's lock period), you need Administrator or Business Owner access.
Choose Your Approach
Suno offers two ways to cancel a hearing aid before delivery. Pick the one that fits your situation:
Cancel the entire invoice if all items on the invoice need to be canceled.
Remove the hearing aid from the invoice if only one device needs to be canceled but other items on the invoice should remain.
Option 1: Cancel the Entire Invoice
Use this option to cancel all hearing aids and other items on an invoice at once.
Open the patient's record and go to Patient Billing.
In the Sales tab, find the invoice you want to cancel.
Click the Invoice Status box on the invoice row. A dropdown of available statuses appears.
Select Canceled.
A confirmation dialog appears with the title "Are you sure you want to change the Invoice status?" If the invoice has a remaining balance, you will also see the message: "The invoice is not yet balanced."
Click Yes to confirm.
What happens next
The invoice status changes to Canceled.
Any manufacturer orders still in Created status are automatically canceled.
Hearing aids linked to the invoice are returned to inventory or marked as canceled.
If your practice uses QuickBooks, the linked QuickBooks invoice is voided automatically.
Any active collection record for this invoice is set to inactive.
Important notes
You cannot cancel an invoice in Completed status. Change it to another status first (Administrator or Business Owner access required to transition from Completed).
Orders that have already been submitted to the manufacturer are not automatically canceled. Contact the manufacturer directly to cancel those orders.
Payments and refunds already recorded on the invoice are not deleted when you cancel. Manage those separately if needed.
Option 2: Remove a Hearing Aid from the Invoice
Use this option to remove a specific hearing aid from an invoice while keeping the rest of the invoice intact.
Open the patient's record and go to Patient Billing.
In the Sales tab, click the edit (pencil) icon on the invoice row.
Go to the Line Items step.
Find the hearing aid you want to remove and click the trash icon at the end of its row.
The Remove dialog appears with the title "Remove [device name]". It displays the following message: "Removing this hearing aid from the invoice will also remove it from the patient's profile."
If the hearing aid is linked to a manufacturer order, the dialog shows the order number and status. If the order is still in Created status, you will see: "This hearing aid will also be removed from the order above." If the order has already been submitted, you will see: "This hearing aid will not be removed from the order above."
Click Remove to confirm.
Click Save on the invoice to apply your changes. The removal takes effect when you save.
What happens next
The hearing aid line item is deleted from the invoice.
The hearing aid is removed from the patient's active devices.
If the linked manufacturer order was still in Created status, the order item is also removed.
Inventory is updated based on the device's check-in status.
Expected Result
After completing any of the options above:
The hearing aid no longer appears as an active device for the patient.
Inventory quantities are adjusted (returned or unreserved, depending on the device's prior status).
If you canceled the invoice, the Invoice Status column on the Sales table shows Canceled.
You can add hearing aids to the same invoice again later by selecting Existing Invoice on the Hearing Aids screen.
Troubleshooting
"You don't have permissions" appears when trying to cancel an invoice
Your account does not have the able to delete invoices permission. Ask your Administrator or Business Owner to either grant you this permission or cancel the invoice on your behalf.
The "Canceled" status option does not appear in the device status dropdown
Your user role may restrict certain status transitions. Administrators and Business Owners have access to all status transitions. If you are not an admin, check with your administrator. If the option is missing for everyone, contact Suno support.
An error occurs when saving after changing the device status to Canceled
This can happen if the invoice associated with the hearing aid is locked (past your practice's lock period). Ask an Administrator or Business Owner to make the change. If the error persists, contact Suno support with the patient name and device details.