Refund a payment from the paid request. The full amount goes back to the card or wallet your patient paid with. This takes under a minute.

This page covers the payment side. For what happens to the request and its document, see How do I refund a payment?

Before you start

• The request must be paid. To stop a request that hasn't been paid yet, cancel it instead: see How do I cancel a request?
• You can refund up to 120 days after the payment date.
• Anyone on your practice's team can refund, not only the practitioner.

Refund the payment

1. Open Service Requests and click the paid request.
2. At the bottom of the Actions panel, click Refund payment.
3. The Refund this payment? window shows the amount, the patient and the request number. Check the amount is right.
4. Under Reason (optional), you can say why you're refunding. The reason is kept on the request.

5. Click Refund payment. To stop, click Don’t refund.

A refund can't be undone

It always returns the full amount your patient paid. You can't refund part of a payment.

What happens next

• The request changes to Refunded. It shows Refunded on, the Refund amount, Refunded by and your reason.
• Your patient and the practitioner each get a refund confirmation email.
• Your patient can no longer open or download the request's document through Docnote. Your team still can.
• The invoice stays on the request. Download office invoice and Download patient invoice still work, and the office invoice shows the refund.

Payments you took at the front desk with In office payment are refunded the same way.

No Refund payment button?

If the request shows No payment was collected — nothing to refund, nothing was charged, so there is nothing to give back.

What your patient sees

Send your patient Can I get a refund?.