> ## Documentation Index
> Fetch the complete documentation index at: https://help.visualcare.com.au/llms.txt
> Use this file to discover all available pages before exploring further.

# SAH payment adjustments

> How to handle underclaims and overclaims for Support at Home payments in Visualcare

When a Support at Home (SAH) claim has been submitted for the wrong amount, the correction process depends on whether you underclaimed or overclaimed, and how far through the payment workflow the claim has progressed.

## Standard SAH payment workflow

Understanding where you are in the workflow determines which steps to take.

**VC Export** → **PRODA Upload Invoice** → **PRODA Claim Submitted** → **PRODA Payment CSV** → **VC Reconcile Claim** → **API Balance Updated**

## Underclaims

An underclaim occurs when the original claim was for less than it should have been.

To correct an underclaim, add the difference as a new expense line item in Visualcare. No PRODA amendment is needed. The client's available funds are used when the updated claim is made.

## Overclaims

An overclaim occurs when the original claim was for more than it should have been. Corrections require a PRODA amendment. The steps differ depending on where you are in the workflow.

### Before VC reconciliation

| Stage the error is caught       | Steps                                                                                                     |
| ------------------------------- | --------------------------------------------------------------------------------------------------------- |
| **Before PRODA upload**         | Delete the uploaded invoices in PRODA, amend the claim in Visualcare, then reclaim or amend the claim CSV |
| **After PRODA claim submitted** | Amend the overclaim amount directly in PRODA                                                              |
| **After payment CSV received**  | Amend the claim in PRODA, then amend the payment CSV and re-reconcile in Visualcare                       |

### After VC reconciliation

If the claim has already been reconciled in Visualcare, contact Visualcare support to assist with the correction.

<Steps>
  <Step title="Amend the claim in PRODA">
    Amend the overclaimed amount in PRODA and download the updated payment CSV.
  </Step>

  <Step title="Contact Visualcare support">
    Send the updated payment CSV to Visualcare support along with the current invoice and statement status for the affected client.
  </Step>

  <Step title="Data rollback">
    Visualcare support performs a data rollback. The steps vary depending on current status:

    | Status               | Rollback approach                    |
    | -------------------- | ------------------------------------ |
    | Not Invoiced / Draft | Rollback without invoice impact      |
    | Not Invoiced / Sent  | Rollback without invoice impact      |
    | Invoiced / Draft     | Invoice adjusted as part of rollback |
    | Invoiced / Sent      | Invoice adjusted as part of rollback |
  </Step>

  <Step title="Re-reconcile in Visualcare">
    Re-reconcile the claim using the corrected payment CSV.
  </Step>

  <Step title="Recreate invoices and statements">
    Recreate any invoices and statements that were affected by the rollback.
  </Step>
</Steps>

## Known limitations

<Note>
  Keep manual records for all adjustments. Adjustments are not recorded natively in Visualcare, so your own records form the audit trail.
</Note>

* **Statements** don't support negative adjustment lines. Attach a manual note to the statement where an adjustment applies.
* There are no standalone adjustment invoices in Visualcare. Create these manually in your accounting software where needed.
* Adjustment history is not stored in Visualcare, making manual recordkeeping essential for compliance and audit purposes.

## Running into issues?

See [SAH claiming troubleshooting](/troubleshooting/sah-claiming-errors) for common errors and fixes.

## Related articles

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