How to Issue a Partial Refund
Navigate to the patient's profile.
Click on their 'Invoices' tab.
Click on the invoice for which you would like to issue a refund.
Click on the orange 'Process Refund' button in the upper-right corner of the invoice.
Select 'Partial Refund' in the upper-right corner of the refund window.
In the 'Charges' section of the refund window, change the quantity or price of the charge item.
To fully void & refund one of the charges on the invoice, check the box next to the charge's name in the 'Charges' section
Changes made in the 'Charges' section will automatically be reflected in the 'Refunds' section.
Add a memo, if desired.
If you would like to record this partial refund as an external refund (e.g. a refund issued via cash or check), click 'Change refund method' and select 'Check' or 'Other'.
Click the orange 'Process Refund' button at the bottom of the refund window to process/record the refund.
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.
Why am I only given the option to refund an ACH payment via 'Check' or 'Other'?
Refunds for ACH payments must be initiated within 180 days from the date of the payment. Once the 180 day window has passed, you must issue the refund externally, e.g. in the form of a check. This is why Hint only gives you the option to record an external refund for ACH payments that are older than 180 days. This limitation is based on operational guidelines and risk management rules set by Nacha. This limitation does not apply for credit card refunds.