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How to Refund a Patient Payment for an Appointment

  1. Billing
  2. How to Refund a Patient Payment for an Appointment

    3. 5 min read
    Balance Plan Practice Plan Thrive Plan
Staff Access Level: Administrative / All Billing and Above
Jane Plan: All plans
Add-on Required: Jane Payments for credit and debit transactions processed in Jane
Geography: 🇨🇦 Canada, 🇺🇸 United States

Instructions

To refund a patient for a payment processed through Jane Payments, follow the steps below. The refund process has two stages: unapplying the payment from the invoice to create a credit, then issuing the refund from that credit.

📣 Heads up: Once a refund has been issued, it cannot be reversed. If a refund is issued in error, a new payment will need to be collected.

  1. Go to the Patient's Profile > Billing > Payments.
  2. Find the payment you want to refund and click View.

  3. Unapply the payment from the invoice:

    • For a standard payment, click the broken chain link icon next to the invoice.
    • For a pre-payment, click Remove.
    An image of where to view and click on the unapply option
  4. Once the payment is unapplied, click Refund in the top-left of the screen.
  5. Select the refund method:
    • Select Original payment method to return funds to the card used for the original payment.
    • Select a different payment method to record the refund through another method.

  6. Confirm the refund.

    An image of where to view and click on the refund button in the top left corner of the screen

🩵 Jane Tip: If you don’t want to issue a refund right away, you can skip steps 4–6. The unapplied amount will remain as a credit on the patient’s account and can be applied to a future invoice.

Option 2: Refunding an Interac Payment

If a patient paid using an Interac debit card, the refund must be processed through your Jane Payments Terminal. Unlike credit card refunds, Interac refunds require the patient to be physically present with the same card used for the original payment.

  1. Go to the Patient’s Profile > Billing > Payments.
  2. Find the payment you want to refund and click View.
  3. Unapply the payment from the invoice:
    • For a standard payment, click the broken chain link icon next to the invoice.
    • For a pre-payment, click Remove.
  4. Once the payment is unapplied, click Refund in the top-left of the screen.
  5. Select Terminal as the refund method.
  6. Pass the terminal to the patient and ask them to insert or tap the card used for the original payment.

What to Expect

After a refund is issued:

  • The refund appears as a negative transaction on the Transaction report for that day.
  • The original payment is removed from the practitioner’s Compensation report when it is unapplied. The refund then appears as a negative entry on the Compensation report.
  • Funds are returned right away but may take 5–10 business days to appear on the patient’s bank statement.
  • There are no additional transaction fees for processing a refund through Jane Payments.
    • The original transaction fee is not refunded.