Skip to main content

Refund an Invoice and Reprocess the Invoice to a Different Payment Source

If an invoice was paid using the wrong payment source

Written by Krystle Thornton

Refund an Invoice and Process It on a Different Payment Source

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

  1. Navigate to the patient's profile.

  2. Click Invoices.

  3. Click the invoice for which you'd 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, confirm that you're on the Full Refund tab (this is the default selection).

  6. Add a memo, if desired.

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

  8. A new window will appear, confirming that the full refund to the original payment source was successful. From here, if the invoice amount is correct but the payment source needs to be changed, click the green Process New Payment button to process the invoice on a different payment source.

  9. In the next window, select the new payment source from the Source drop-down menu. Add a memo, if desired.

  10. Click the green Process Now button to pay the invoice using the new payment 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.

Did this answer your question?