Greenline digitally processes manufacturer coupons and rebates to prevent lost reimbursement. This article covers how to invoice rebates correctly in Shepherd, return rebated products, and resolve missed or incorrect rebates.

Within Shepherd, all you need to do is toggle on the integration. Greenline will then work closely with your clinic to ensure your Shepherd products are set up to track coupons and rebates properly.
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You will need to provide your current Shepherd version number when working with Greenline to enable the integration. To find it, click your profile name in the bottom left corner, select My Profile, and look for the version number in the top right corner of the page below the History and Global Search icons.

For setup and other technical questions, contact Greenline directly (see Contacting Greenline at the bottom of this article).

Greenline picks up each invoice ID only once.

If an invoice is reopened and adjusted after Greenline has already synced it, those changes will not be sent to Greenline — even if rebates or products were added or corrected. Any correction to an already-synced invoice requires a fixer invoice; editing the original will not work.

A patient must be assigned to every line item for the rebate to generate.

Both the qualifying product and the rebate line item must have a patient assigned in Shepherd. Missing a patient assignment is the most common cause of missed rebates.

Do not invoice the same rebate at a quantity of 2.

Because Greenline rebate codes use a Fixed Discount Value rather than a per-unit price, the discount amount does not multiply when invoiced at a quantity greater than 1. If a client qualifies for two of the same rebate, add the rebate line item twice as two separate line items at a quantity of 1 each.

Returning a rebated product requires a special adjustment — a standard return will not reverse the rebate correctly.

Because Greenline rebates behave as discounts on the invoice, a standard product return can produce an incorrect refund amount or an unbalanced invoice. A Rebate Return Adjustment product is required to offset the original rebate. See Returning a Rebated Product below.

Greenline sets up instant rebate product codes in your Shepherd account during onboarding and new offer setups. Each rebate code is configured with a price of $0 and a Fixed Discount Value equal to the rebate amount. The code description includes the product name, rebate dollar amount, and qualifying dose.

When you search for a qualifying product on an invoice, the corresponding instant rebate code will typically appear in the search results alongside it. Because the rebate uses a Fixed Discount Value, the rebate amount is applied automatically when the code is added to the invoice — no manual price adjustment is needed. Note that this Fixed Discount Value does not multiply with quantity; always add rebate codes at a quantity of 1.

After Greenline has been set up for your clinic, apply instant rebates as part of your normal invoicing process:

Greenline will pick up the checked-out invoice during the next sync, and the rebate will appear in your Greenline account pending approval.

You can add a Greenline rebate line item to an invoice even if no SOAP was created for the visit.

Multiple pets on one invoice:

The qualifying product and the rebate should generally be assigned to the same patient. Offer rules can vary by manufacturer — check the individual offer in your Greenline Clinic Coupon Library for specific requirements.

Combo vaccines: The same invoicing rules apply. Both the qualifying vaccine product and its instant rebate must be on the same invoice with a patient assigned.

Before you can correctly process a return on a rebated product, your clinic needs a one-time setup: a $0 adjustment product used to offset the rebate on the return invoice. If your clinic has already created this product, skip this section.

Navigate to: Admin > Products

This product is not connected to Greenline. It is a manual offset tool used only when returning a rebated product.

A standard return on a product with a Greenline rebate will not reverse the rebate correctly and can produce an incorrect refund or an unbalanced invoice. Use this workflow instead.

If the return creates a negative balance:

A negative balance means the client has overpaid and the amount needs to be converted to usable credit.

When a rebate was missed or applied incorrectly, a fixer invoice is the primary correction method. Because Greenline picks up each invoice ID only once, editing the original invoice after it has already been synced will not send those changes to Greenline.

In some correction scenarios, Greenline may require the qualifying product and rebate to share the same invoice date. Because prescriptions cannot be backdated in Shepherd, a new invoice dated today is always the correct path — not modifying or backdating the original.

A fixer invoice corrects the rebate in Greenline, but you may also need to address the Shepherd accounting side. Adding the rebate to the original invoice after the client has paid will create a negative balance. To convert that to usable credit:

Alternative: correction-client workflow.

Some clinics use a dedicated "Greenline Rebate Corrections" client and patient in Shepherd to process rebate corrections without altering the actual patient's medical record. Note the real client and patient in the invoice comments for reference. If you want to use this method, confirm with Greenline first that it is acceptable for your account.

If you add, change, or replace a product code tied to a Greenline rebate offer — for example, switching from a 6-pack code to a single-dose code — notify Greenline so they can update your account mapping. Unmapped product codes will not trigger rebates and can result in missed or delayed reimbursements.

Greenline support is available Monday–Friday, 8 AM–5 PM CST.

A standard return will not reverse the Greenline rebate correctly and can produce an incorrect refund or an unbalanced invoice. You need to add a Rebate Return Adjustment product — a $0 product set up in Admin > Products — to the return invoice and edit it to a positive amount equal to the original rebate value. This offsets the discount the standard return cannot reverse on its own. See Returning a Rebated Product above for the full workflow.

Use a fixer invoice to generate the missed rebate in Greenline — editing the original invoice after it has already been synced will not send the changes to Greenline. To handle the Shepherd accounting side, adding the rebate to the original invoice after payment will create a negative balance; issue a refund to Credit Balance from that invoice, then go to the client profile, select Take Payment, and apply the credit balance to the invoice with the outstanding amount. See Handling Missed Rebates above for both workflows.

Prescriptions cannot be backdated in Shepherd. In correction scenarios where Greenline requires the qualifying product and rebate to share an invoice date, the correct path is a new fixer invoice dated today — not modifying or backdating the original prescription.

Greenline periodically updates and standardizes its setup requirements, and those changes may not automatically be reflected in your Shepherd account configuration. If rebates that were previously working have stopped transferring, or a new offer is not being picked up, contact Greenline directly. They can confirm the current configuration requirements and update your account mapping if needed.