Refund a patient who has paid for a request. The full amount goes back to the card or wallet they paid with. This takes about 30 seconds.

If the patient hasn't paid yet, cancel the request instead. See How do I cancel a request?

Before you start

• Refunds are always for the full amount. You can't refund part of a payment.
• You can refund up to 120 days after the patient paid.

Refund the payment

1. In the sidebar, click Service Requests and open the paid request.

2. At the bottom of Actions, click Refund payment.

3. In Refund this payment?, check the amount, the patient and the request number.

4. Optional: add a reason under Reason (optional), such as "Charged twice". It's kept with the request for your records.

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

The status changes to Refunded. The request shows Refunded on, the Refund amount, Refunded by: Practice and your reason.

This can't be undone

A refunded request can't be charged again. To bill the patient again, send a new request.

What happens next

• The patient and the practitioner each get an email confirming the refund.
• The patient can no longer open or download the request's documents, even from a link they already have. Your practice keeps access.
• You can still download the invoice. The office copy shows the refund. See How do I download the invoice for a request?

No Refund payment button?

If the request shows No payment was collected — nothing to refund, the patient wasn't charged, so there's nothing to give back.

Charged twice? See A patient was charged twice.

What your patient sees

See Can I get a refund?