Refunds and Returns

If you need to refund a payment that is not currently applied to an invoice or quote:

1. Open the patient’s profile and click on Financial, then select Create Refund.
2. All unapplied payments will be listed, including partial payments.
3. For each payment to be refunded:
   • Enter the amount in the Refund editable box.
   • Click the Refund button.
   • Note: Only the unapplied balance on payments can be refunded. See Refunding Applied Payments below for more details.
4. Ensure the correct refund location is selected at the top left. 
5. Select the payment method to process the refund, then click Confirm.
   • Tip: If the payment was originally processed through 360 Payments or Stax, this method will automatically be selected.

 

Refunding Applied Payments

Payments that are applied or partially applied to quotes and invoices cannot be refunded unless the application is removed.

Payments that do not appear on the Create Refund screen are applied and therefore not eligible for refund. Use the ledger to determine what the payment is applied to.

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Payments Applied to Quotes

To refund a payment applied to a quote, you must deactivate the quote to unapply the funds:

1. Open the patient’s profile and go to Quotes.
2. Identify the quote the payment is applied to and click the Deactivate  (red trash can) icon.
3. The payments will now be marked as overpayments and can be refunded using the steps in Refunding Unapplied Payments above.
4. After refunds are complete, you can reactivate the quote:
   • Go to Quotes, click Inactive in the Status Filter bar.
   • Click the Reactivate (green trash can) icon.
   • Note: Any non-refunded deposits will automatically reapply when the quote is reactivated.

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Returning Inventory Items

To refund a payment applied to an inventory item, you must accept a return to unapply the funds:

1. Open the patient’s profile and click Financials → Accept Return.
   All inventory items eligible for return will be listed.
2. In the Returning Now column, enter the number of items to be returned.
3. If the item can be resold, enter the quantity in the Return to Inventory box.
   If it cannot be resold, leave the box blank.
4. A summary of items being returned and total payments being unapplied will be displayed.  Click the  "credit to $x.xx" icon to complete the refund.
5. Once refunds are complete, payments will be converted into Product Return credits and can be refunded using the steps in Refunding Unapplied Payments.

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