Docnote takes one payment per request. If your patient says they paid twice, check whether they were sent two requests for the same thing and paid both. Here is how to check, and how to give the extra payment back.

Why one request can't be paid twice

• Once a request is paid, its link shows the receipt, not the payment form. Opening the email again doesn't charge again.
• If your patient pays online while you have In office payment open on the same request, Docnote sees that the request is already paid and shows it as Paid. The card isn't charged a second time.

Check your requests

1. Open Service Requests.
2. Look for the patient's requests. Two Paid requests for the same service, close together, means two payments.

3. Open each one and compare the service, the amount and the payment date in the payment summary.

Refund the extra payment

1. Open the request you don't need.
2. Refund it. See How do I issue a refund?

The full amount goes back to the card or wallet the patient paid with.

Refund the right one

A refund can't be undone, and your patient loses access to that request's document. If one request has the document attached or was faxed to the pharmacy, keep that one and refund the other.

If you find only one payment

If there is only one paid request for that service, contact Docnote support with the request number, and we'll look into it.

What your patient sees

Send your patient How do I know my payment went through?.