New Feature: Patient Query Button for SMS Payments

At Billink, we’re always looking for ways to make payments smoother for practices and easier for patients. One common challenge we’ve seen is that patients sometimes have questions about an SMS payment request—whether they believe they’ve already paid, think there’s an error, or simply need clarification. The last thing we want is to ever create unnecessary admin or phone calls for practices!

To help reduce unnecessary phone calls and admin workload, we’ve introduced a new feature: the Patient Query Button.

How It Works

When a patient receives an SMS payment request, they’ll now see a “Something not quite right, let us know” button. By clicking this, they can:

• Select from pre-set response options, such as “I think this has already been paid” or “I believe this is an error”.
• Enter their own custom message for further clarification.
• Submit their query securely, which is automatically linked to their payment in the Billink system.

What Happens Next?

• The practice is instantly notified via email and also inside the Billink transaction page, where a bell icon appears on the transaction page.
• The query is linked directly to the relevant payment, allowing staff to quickly review and respond.
• Practices can reply via text directly within Billink, which may resolve the issue immediately, or they can call the patient directly, as their phone number is displayed at the top of the page

Why We Think This Helps Practices

🔹 Reduces phone calls—Patients can flag issues without needing to call the practice.
🔹 Keeps everything organised—All queries are linked directly to the relevant payment.
🔹 Speeds up resolution—Practices can respond instantly from the transaction page.
🔹 Gives practices control—This feature can be enabled or disabled anytime in Settings.

Watch It in Action

For a full walkthrough of how this works, check out our video below: