This guide walks through how to issue a refund for a patient payment applied to an appointment or service invoice for payments processed through Jane Payments!
Note📝: If you’re looking to correct a payment that you collected outside of Jane, check out this document on Deleting a Payment. If you are looking to return a product or inventory item see Refunding a Product.
Hop into the Patient Profile and head into their Billing tab. Now you can go to their Payments, find the payment line you want to refund, and click View.
In the new window that opens, you can start by unapplying the payment from the invoice by clicking the broken chain link icon or, in the case of a pre-payment, the Remove button. This will create a Credit on their account.
Once the payment has been unapplied, a button will appear in the top-left of the screen, allowing you to Refund the credit. If you decide not to issue a refund, this credit can then be used for a future purchase.
📍 Note: you can Refund back to the original payment method, or choose a different payment method to record the refund.
This refund will now be displayed on the corresponding practitioner’s Compensation report as well as the Transaction report for that day. Note that unapplying the payment will take the payment off of the Compensation report while processing the refund will create a negative transaction on the Transaction report.
Once a refund has been issued, it cannot be reversed. In that case, a new payment would need to be initiated. The funds will be returned right away but may take 5-10 business days to reflect on the patient’s bank statement.
Note📝: If you need to refund only part of a payment, see this guide on Partially Refunding a Product
Issuing a Receipt for a Refund
Option One: Manually Processed Payments
This first option is for payments processed manually outside Jane, such as through e-Transfer, Venmo, or an unlinked terminal. To do so, navigate to the Billing tab within the client’s Profile, click on Receipts, and then select View Receipts to the right of refunded payment.
Jane will open up a new tab that will allow you to Print the receipt or save it as a PDF and email it externally of Jane.
Option Two: Payments Processed using Jane Payments
For payments originally processed through Jane Payments, you can follow the above-outlined steps or email it directly from Jane.
To send a receipt for the refund from Jane, you’ll want to head over to the Billing tab within the Patient’s Profile and click on Payments. Find the original payment that says Refund and a series of numbers (i.e. Refund #1234). This will be located under the Applied to column in grey here:
Next, click on the black dropdown arrow to the right of the word View and select Email Receipt from the options within the menu.
While the body of the email will look like this:
If your clinic has Hide Client Information from Financial Emails toggled off, there will be a PDF attachment sent along with the email with more details of the refund.
Here’s a sneak peek at what this would look like on the client’s end:
We hope this has been helpful to you but as always you can contact our support team for any additional questions or concerns 💙