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Refunding and Deleting a Gift Card

Because Jane uses Gift Cards for Transferring Balances and as an option for managing Packages, there may come a day when you need to refund a Gift Card. If you are reading this, today is likely the day. :)


Refunding the Full Balance

If the Gift Card has not yet been redeemed for purchases in Jane, refunding the balance is simple and Jane allows us to do this in a few different places. We’ll look at the two most common below.

Option 1: From the Billing Tab

Head to Billing > Gift Cards/Certificates. Locate the Gift Card you want to refund and click on the View button for the Gift Card.

Next, click on the blue text with the Payment number

Unapply the payment by clicking on the broken chain link and confirming that you want to unapply the payment.

Now you can refund! Click the Refund button and select the method you will use to refund the Gift Card.

Option 2: From the Patient’s Profile

Head to the Patient Profile of the person who originally purchased the Gift Card and click Billing within the profile and then on Gift Cards.

Click on the word View to the right of the Gift Card you wish to refund.

Next, click on the blue text with the Payment number.

Unapply the payment by clicking on the broken chain link and confirming that you want to unapply the payment.

Now you can refund! Click the Refund button and select the method you will use to refund the Gift Card.


Refunding a Partial or Remaining Balance on a Gift Card

Sometimes a Gift Card has been used for purchases in your Jane account and has a partial balance remaining that you wish to refund to your patient. There are a few steps to this, but let’s dive into an example together…

Step One: Unapplying the invoices attached to the gift card

To start, you’ll want to unapply the gift card payments from any invoices it was used for. Head on over to the Patient’s Profile and from there, click on the Billing tab within the profile.

Next, click on Gift Cards in the grey menu bar and hit the word View to the far right of the gift card line:

Jane will display the total balance remaining, but you’ll want to tally up the total amount applied to invoices. Make sure to jot down this number as well need it later on in this workflow 🤓

Next, unapply each of the invoices the gift card was used as a payment for. To unapply the invoice, click on the broken chain link icon. Make sure that all invoices are unapplied before you move on to the next step.

Lastly, unapply the original payment from the gift card. This will put the amount originally loaded onto the gift card as an available credit on the patient’s account.

Step Two: Reloading the gift card

For this next step, you can hit the Load Gift Card button.

The search box for loading the gift card will appear and you’ll want to search for the patient who originally loaded the gift card.

Once you’ve selected the patient, you’ll be redirected to the Receive Payment screen.

Enter the amount being loaded back onto the gift card. Remember when we jotted down the total amount that was applied to invoices in step one? Here’s where it’ll come in handy!

Next, use the Account Credit to load the gift card. We’d recommend hitting the Pay button with no icons to avoid issuing the client or patient a receipt.

We’re in the home stretch!

Step Three: Initiating the Partial Refund

Still hanging out within the profile of the patient who originally loaded the gift card, head back over to the Billing tab, click on Payments.

Under the Balance Remaining column, you’ll see the total amount the client or patient should be refunded. From here, you’ll click on the word View to the far right of the original gift card payment:

A Refund button will appear on the left and you’ll be able to select how you would like the payment to be returned to the client or patient:

Step Four: Re-applying the gift card payments

With the partial amount now refunded, the last step will be to apply the gift card back to the original invoices from earlier.

Head to the Patient’s profile who had redeemed the gift card, and you will see that there is an outstanding balance for those unapplied invoices. You can click on Billing > Payments > Receive Payment.

On the Receive Payment screen, you’ll see a list of outstanding invoices. Make sure to only select the invoices that were originally unapplied from the gift card.

Now you’ll have the option to redeem the gift card on those invoices:


Deleting a Gift Card

If you’d like to delete the card altogether, Jane only allows us to delete a gift card when the card has no past transactions associated with it.

Lastly, Jane keeps a record of your refunded Gift Cards and all of the associated transactions within the Patient Profile > Billing > Gift Cards tab and on the Gift Card Transactions report for reference.


Pheeew! That was a lot, but we hope this has been helpful to you. Each case is so unique and we are happy to guide you through the process step by step. If you have any additional questions on this process, feel free to contact us for a little guidance, we’re happy to help 💙

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