🚨 Important: The process detailed below reflects the old account screen - if you have the new account screen, the process will vary slightly.
How do I refund a patient?
A 'Process Refund' button is located in the patient account page for you to easily process refunds for patients either manually or electronically.
📝 Please note: This is a AU 🇦🇺 specific article for processing refunds, in UK 🇬🇧 and CA 🇨🇦 please head to our help article here as the process is slightly different.
The "Process Refund" button accepts only positive values
e.g. I want to refund $20 so I enter $20 to generate a -$20 payment on the patient's account
Refunds can be processed manually or electronically for a credit card, debit card or EFTPOS.
A Notes field has been added for practices to enter a reason for the refund
This note will only appear for internal users and won't be visible to patients, You can hover over the pin to see the note (scroll for image example below👇)
Electronic processing
Can be done using your HICAPS or Tyro terminal by clicking the 'Electronic Save' button.
If the 'Transaction Number' field is left blank before processing an electronic refund (or payment), the RRN returned will be entered into this field automatically for future reference if needed.
Enter the Merchant PIN when prompted to complete the refund process (same as a manual process)
See below image example for an approved refund 👇
