Refunding a payment causes it's invoice to return to an issued state with an outstanding balance. Once a payment on an invoice has been fully or partially refunded, you can take one of the following actions:

If you'd like to refund a payment and also remove or reduce the charges on the invoice, first refund the amount you would like and then revise the invoice to show the new total owed and paid. Click here to learn more about revising an invoice.

Applying a Partial Refund

To apply a partial refund:

  1. Navigate to the patient's profile
  2. Click on 'Invoices'
  3. Click on the invoice you would like to process a refund on
  4. Click 'Process Refund' next to the payment you would like to refund under 'Payment History'
  5. Edit the text box to indicate how much you would like to refund
  6. Click the green 'Process Refund for $XXXX' button
  7. The invoice will now show as issued. You can either apply a different form of payment to the balance or you can revise the invoice to show that the amount refunded is not due
  8. To apply a different form of payment to the balance, follow the directions here
  9. To revise the amount of the invoice so there is nothing due:
  • Click 'Revise Invoice'
  • From the drop down menu click 'Revise Amount'
  • In the box that appears adjust the amount of the charge item(s) to equal the amount that has been paid
  • Click 'Decrease by $XXXX'

Fully Refund an Invoice

To apply a full refund:

  1. Navigate to the patient's profile
  2. Click on the 'Invoices' tab
  3. Click on the invoice you would like to process a refund on
  4. Click 'Process Refund' next to the payment you would like to refund under 'Payment History'
  5. Click the green 'Process Refund for $XXXX' button
  • If partial payments were applied, you must do step 4 & 5 for every payment in the invoice's payment history section in order to fully refund the invoice

If the refund was via ACH, once it has finished clearing, click "Revise Invoice'

From the drop down menu click 'Void' Invoice

How long do refunds take to process?

  • Credit card refunds can take up to 2 days to process
  • ACH or bank refunds can take up to 5 business days to process
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