In this article you will learn how to:
- How to process a refund
- How to process a partial refund
- How to process an Over the Counter refund
- How to make a refund for store credit
- How to process a refund using 360 Payments
Related Article:
> View Video Below <
How to Make a Refund
- Refund - refunding the amount because a patient changed their mind after they already paid for credit and invoice is created
- Do not void or take out the line item on invoices. If you delete it, data will not be stored in the system, which means the patient never signed up for the procedure in the first place.
Note: it is not possible to refund any payment method for store credit.
1. Find Payments & Refunds on the financial dashboard.
2. Search the patient's name that you want to make a refund. Then click Refund on the right.
3. Refund method can be distributed back to the original payment method or to a different payment method. E.g. original payment method was a credit card but the refund will be made via check.
Note:
- If the payment was made by a credit card, the refund can be done to any refund method, except the credit card on file.
- If the payment was made by a credit card on file and there are several credit cards on file in the patient's account, then the refund can be done only to the original credit card on file.
Refund preloads with the original payment method in the Refund Method drop-down.
4. Select the line item you want to refund and choose the refund amount. Click Apply Refund.
How to Process a Partial Refund
If you need to refund a single item from the payment for multiple items, you can process a partial refund.
1. Go to the individual patient history and click Refund for the payment.
2. Choose the items in the list that you want to refund.
3. State the amount of refund.
4. Click Apply refund.
How to Refund an OTC Item (Over the Counter)
Let’s assume that your patient wants a refund because OTC items they purchased have expired.
1. Click Payments & Refunds. Search for the patient and payment, then hit Refund on the right.
- DO NOT void any line items!
2. When refunding, identify what the practice will do with the returned item:
- Discard - did the patient use the item?
- Return - returning the item to stock?
3. Select the line item you want to refund and choose the refund amount, which does not have to be the same as the purchase price. The refund amount will automatically appear on top.
4. Click Apply Refund to proceed.
5. You will see all the patient’s payments and refunds recorded in patient history.
How to Refund for Store Credit
If your practice requires inventory to be returned for store credit only, you can make a refund to credit. In the payments section of patient history, you will have the option to Refund, which refunds to patient's credit card, or Refund to Credit, which puts credit on the patient account for future use.
The button is available for all payments (including prepaid packages, procedures and inventory), except payments that were transacted by POS terminal.
How to Process a Refund using 360 Payments
If using our integrated merchant services partner 360 Payments, please see the following video on how to run a refund:
Video
Content Timelines per Minute:
00:00 - 00:11 - Introduction
00:12 - 1:15 - Making a refund for a procedure
1:16 - 2:13 - Making a refund for an OTC product
2:14 - 2:20 - Check the refund PDF