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Refunding a Payment on an Invoice
Refunding a Payment on an Invoice

Applying a partial refund to an invoice, and applying a full refund to an invoice.

Axsona Stadnyck avatar
Written by Axsona Stadnyck
Updated over a week ago

Applying a Partial Refund

  1. Navigate to the patient's profile

  2. Click on 'Invoices'

  3. Click on the invoice for which you would like to process a refund

  4. Click the orange button 'Process Refund'

  5. A window will pop up--> To process a partial refund select the 'Partial refund' tab in the upper right (make sure you select the 'Partial refund' tab, because the window will default to Full Refund). From here you can make revisions and process/record the refund

  6. To fully refund a charge item, check the box next to the items name in the 'Charges' section

  7. To partially refund a charge, change the quantity or the price of the item

  8. Changes made in the 'Charges' section will automatically be adjusted in the 'Refunds' section

  9. Add a memo, if desired

  10. Click the orange 'Process Refund' button at the bottom, to process the refund


Fully Refund and Void an Invoice

  1. Navigate to the patient's profile

  2. Click on the 'Invoices' tab

  3. Click on the invoice for which you would like to process a refund

  4. Click the orange 'Process Refund' button

  5. A window will pop up--> To fully refund the invoice, double-check that you are on the 'Full refund' tab (Full refund is set as the default)

  6. Add a memo, if desired

  7. Click the orange 'Process Refund' button at the bottom to process the full refund

  8. Now a new window will pop up, confirming that a full refund to the original payment source has been successful---> from here you can select either the red 'Void' button- to void/cancel the invoice. Or, (if the invoice was processed on the wrong payment source) you can select the green 'Process New Payment' button to process the invoice on a different payment source.


Refund and Return an Item to Inventory

Voiding an invoice will NOT return an item to your inventory, if using inventory tracking. To return an item to inventory, follow these steps:

  1. Navigate to the patient's profile

  2. Click on 'Invoices'

  3. Click on the invoice for which you would like to process a refund

  4. Click the orange button 'Process Refund'

  5. A window will pop up--> To process a partial refund select the 'Partial refund' tab in the upper right (make sure you select the 'Partial refund' tab, because the window will default to Full Refund). From here you can make revisions and process/record the refund

  6. Change the quantity of the item you want to refund and return to inventory, or to fully refund a charge item, check the box next to the items name in the 'Charges' section

  7. Check the box next to 'Return to Inventory'

  8. Add a memo- (if desired)

  9. Click the orange button 'Process Refund' to process the refund


Refund and Process to Another Payment Source

If you would like to process a full or partial refund and process that balance on a different payment source, follow these steps:

  1. Navigate to the patient's profile

  2. Click on 'Invoices'

  3. Click on the invoice for which you would like to process a refund

  4. Click the orange 'Process Refund' button at the bottom of the invoice

  5. A window will pop up--> To fully refund the invoice, double-check that you are on the 'Full refund' tab (Full refund is set as the default)

  6. Add a memo- (if desired)

  7. Click the orange 'Process Refund' button at the bottom to process the full refund

  8. Now a new window will pop up, confirming that a full refund to the original payment source has been successful---> from here to process the invoice to a new payment source (if the invoice amount is correct, but it was processed on the wrong payment source) you can select the green 'Process New Payment' button to process the invoice on a different payment source.

  9. Then on the next window, from the 'Source' drop down menu, select the new payment source that you want the invoice to be re-processed on. Add a memo- (if desired)

  10. You can then process payment or record payment using a different source


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

Can I cancel a refund?

  • Once initiated, a refund cannot be canceled. You will need to process payment on the invoice again to recoup the funds.

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