For most transactions, the desire is to have the patient's credit card be charged or refunded, and the patient will see the result on their bank statement. Sometimes however mistakes are made, and it is necessary to reconcile the patient's account without impacting the patient's credit card. In these instances, it is necessary to use Remedly as a ledger to adjust the patient account for fiscal accuracy.
When a mistake occurs, email support@remedly.com and describe the mistake, providing as many details as possible, so we can help you correct the issue.
For more information, please see the following article:
When Remedly is integrated with a merchant service solution, there are two ways to document credit card transactions:
- As credit card transactions using the Start Terminal and Refund buttons
- As transaction reconciliations using the Apply Payment and Void buttons
When making a payment by credit card, two buttons become activated for the user: Start Terminal and Apply Payment.
- Start Terminal activates the credit card reader to accept the card swipe/insert
- Apply Payment manages the transaction without activating the credit card reader, thereby no actual transaction is rendered. You would use this button when you need to balance out an account due to errors, for instance, in order to adjust the Remedly ledger and true up a patient account.
Note: If you are finding duplication of your credit card transactions in Remedly, it may be that users are clicking both the Start Terminal button to activate the credit card reader and charge the credit card, then the Apply Payment button which documents the payment again within Remedly. Be sure to only select one of these buttons, not both, to complete a credit card transaction.
Similarly, when making a refund, there may be two options available for credit card transactions:
- Refund activates the credit card reader to deliver a refund on the patient's credit card statement
- Void manages the transaction within Remedly without actually refunding the patient's credit card statement.
Note: You may see a combination of Refund and/or Void options which reflects how the original transaction was rendered as follows:
- Single Refund button - the payment was rendered via the credit card reader
- Single Void button - the payment was fully refunded
- Void + Refund buttons - the payment was rendered without a credit card reader