Payments or Adjustments Not Showing Correctly in Medical Ledger

Last updated: March 10, 2026

Overview

This article resolves cases where payment amounts or adjustment values do not appear correctly in the Medical Overview ledger. This typically occurs when Explanation of Benefits (EOB) documents have not been processed, are of poor quality, or are in unusual formats that affect Eve's automated extraction. It impacts the accuracy of Economic Damages calculations and outstanding balance totals.

Before You Start — Diagnosis

Confirm the following before attempting any fixes:

  • The relevant EOB or financial document was uploaded to the matter in Eve Legal

  • The document has been processed by Eve (check document status in the matter)

  • The payment or adjustment information exists in the source document

  • You have reviewed the source document link from the ledger entry to see how Eve interpreted the information

Fixes

Possible Cause: EOB or Financial Document Not Uploaded or Processed

Cause: Eve can only extract payment and adjustment data from documents that have been uploaded and processed. If the EOB containing this information was not uploaded, or if it is still processing, the ledger will not display the values.

Steps:

  1. Navigate to the matter's document list in Eve Legal

  2. Confirm whether the relevant EOB or financial document has been uploaded

  3. If not uploaded, upload the document to the matter

  4. If uploaded, check the document's processing status

  5. Wait for processing to complete, then return to the Medical Overview ledger to verify the data appears

Expected Outcome: After the document is uploaded and processed, the payment or adjustment values should appear in the corresponding ledger entries.

Possible Cause: Poor Document Quality or Unusual Format

Cause: If the uploaded EOB is of poor quality (low resolution, skewed scan, illegible text) or in an unusual format that differs from standard EOB layouts, Eve's extraction may be incomplete or inaccurate. This prevents payment and adjustment values from being captured correctly.

Steps:

  1. Click the source document link next to the ledger entry to open the original uploaded document

  2. Review the document quality and check whether the payment or adjustment information is clearly visible and readable

  3. If the document quality is poor, obtain a higher-quality version of the EOB and re-upload it to the matter

  4. If the format is unusual, proceed to manually edit the ledger entry (see next step)

Expected Outcome: If a higher-quality document is uploaded and processed, the extraction should improve and values should populate correctly. If not, manual editing will be required.

Possible Cause: Extraction Error Requiring Manual Correction

Cause: Even with good document quality, Eve's automated extraction may occasionally misinterpret payment or adjustment values due to complex document layouts or edge-case formatting. When this occurs, you can manually correct the ledger.

Steps:

  1. In the Medical Overview ledger, locate the line item with the incorrect or missing payment or adjustment

  2. Click the edit function for that ledger entry

  3. Manually enter or correct the payment amount or adjustment value based on the source document

  4. Save the changes

  5. Verify that the Outstanding Balance and summary totals update correctly

Expected Outcome: The ledger entry displays the correct payment or adjustment value, and the Outstanding Balance and Economic Damages totals reflect the manual correction.