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How to confirm whether or not a refund was successfully processed?

When it comes to issuing refunds in Jane Payments, we submit a refund to your patient’s bank immediately after the refund is processed. Once a payment has been refunded, you’ll see a little banner next to the refund, as well as a Reference Number - this lets you know that the refund has been successfully processed behind the scenes.

From there, it can take anywhere up to ten business days for your patient’s bank to process the refund, and deposit it back into their account.

In some cases where the refund takes place soon after the original transaction, such as taking payment and refunding it on the same day, the refund request may go through in the form of a reversal, or void. In this case, the original payment will simply ‘drop off’ your patient’s credit card statement, rather than an additional refund line item appearing.

If your patient has not seen the original charge being reversed or refunded after ten days, we’d recommend asking them to contact their bank directly to ensure that this is resolved.

Should the card-issuing bank confirm that no refund has been received, please don’t hesitate to reach out to our team by email using [email protected] or by phone at 1-844-310-5263! We’re always happy to take a closer look and see what might be going on behind the scenes with a specific refund.

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