DrChrono Payments: Voiding or Refunding a patient payment

If you need to reverse a patient credit card payment processed through DrChrono Payments, there are two ways to do it.

If you are reversing a credit card payment that was processed the same day, you have the option to Void the payment. The void payment option will void the entire amount of the payment.

If you need to refund only a portion of the payment, you will need to wait until the payment processes, and then issue a refund. Typically it takes around 24 hours for the payment to fully process.

If you are reversing the payment outside of the same day it was processed or you need to return only a portion of the paid amount, you will need to refund the payment/amount.

Voiding a payment | Refunding a payment

Void a payment

1. Navigate to Billing > Patient Payments
2. Ensure you are on the Payments tab
3. Select the patient whose payment you are voiding
   
   
4. Press update on the right side of the screen.
5. Scroll down and identify the payment you would like to void.
6. Press the Void button on the right of the screen.
   
   
7. Once selected, you will see this message.  This is to let you know that the transaction is still pending and that proceeding will cancel the entire payment amount. 
8. To continue, press the blueVoid button.
   
   
9. The system will then ask you to confirm that you want to void the entire paid amount.  To confirm, press the red Confirm Void button.

After confirming, the entire payment will be refunded to the patient's credit card. A reverse posting will show in the patient's account to document the full or partial refund.

Refund a payment

 Any refunds must be processed through the web, not on a mobile device.  

If the payment has not been fully processed, you can select to refund the entire amount by selecting void in the patient payment screen.  If only a portion of the payment needs to be refunded, the payment has to be finished processing, which takes approximately 24 hours.

1. Navigate to Billing > Patient Payments  > Payments tab
   
2. Select the patient who needs to be refunded
   
   
3. Identify the payment that needs to be refunded.
4. If you follow the payment line over to the right, there will be a button labeled Refund

The system will default the refund amount to the total original payment; however, you can adjust this number and only refund a portion of the amount.  

The system will not let you refund more than what was originally paid.  It will give you an error message if you attempt to refund more than the original payment.

Please note - WorldPay and Stripe have established allowable refund windows.  Any credit card refund will only be allowed during this time.

WorldPay - the window is less than 45 days from payment

Stripe - the window is less than 180 days from payment