Question 1

How do I sign a chart?

Accepted Answer

Open the visit in Records → review the SOAP that Vetch drafted → tap Sign. The chart is signed, locked, and timestamped to your name; the audit log captures the signature. To unlock, an admin can reopen the visit — every change after sign-off is tracked.

Question 2

Where do I find the audit log?

Accepted Answer

Settings → Audit. Filter by actor (Vetch or any human), action, time, or entity. Export as CSV. Admin role required — every Vetch-staff access is also logged here, visible to your admins.

Question 3

How do I add a user — a vet, tech, or front-desk staff?

Accepted Answer

Settings → Team → Invite. Pick the role (DVM, RVT, front desk, manager, admin) and Vetch sends an email invitation. Permissions are role-based down to the field level. New users complete SSO + MFA setup before they can access PHI.

Question 4

How do I migrate from my old PMS?

Accepted Answer

We do white-glove migrations in 23–30 days for most practices. See /migration for the full playbook. Short version: you keep using your old system; we export, normalize, and import; you parallel-run for one week; we cut over on a Saturday; old PMS stays read-only for 90 days.

Question 5

Why didn’t an SMS deliver?

Accepted Answer

Inbox → message → Delivery receipts shows carrier-level status. The most common reasons: number not opted-in (every clinic-to-owner SMS requires consent), carrier filtering (rare with our 10DLC registration), or the recipient is on a landline. Failed messages auto-retry on email if the owner has one on file.

Question 6

How do I refund a payment?

Accepted Answer

Open the invoice in Billing → Refund → enter amount + reason. Full refunds happen instantly via Stripe; partials route to the practice card on file. Vetch writes a credit memo to the patient's account and notifies the owner by email automatically.

Question 7

Where do I see the status of a recall?

Accepted Answer

Comms → Recalls. Each recall card shows the cadence (SMS sent / email sent / call list), reply status, and booking conversion. Tap any recall to see the full message thread + the patient's last 6 visits for context.

Question 8

How do I export my data?

Accepted Answer

Settings → Data → Export. You get a clean ZIP with charts (PDF + structured JSON), images, AR ledger, fee schedule, recall queue, and your full audit log. Free, no questions, no waiting period. The export runs once a quarter on Group plans automatically.

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