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How to Refund a Payment

  1. Open the patient’s profile and go to the Transaction tab. Click the payment you want to refund.
  2. On the transaction details, click Refund.
  3. Choose the Refund Method, whether it’s a full or partial refund, the amount (if partial), and the reason.
Refund Payment window with the refund method options, a full-amount toggle, an amount, and a reason field
  1. Click Confirm Refund, then choose the facility location the refund should be recorded against.
  2. If the refunded payment was linked to patient responsibility, Insights asks whether to cancel that PR. Click Yes to remove the PR along with the payment.
Cancel Patient Responsibility prompt asking whether to cancel the PR linked to the refunded payment, with No and Yes options
Refund Methods
  • Add Credit to Patient’s Account — keeps the funds on file as credit for future charges.
  • Refund to Credit Card (via Stripe) — refunds the original card. Available for payments originally taken on an Athelas card reader.
  • Record External Cash Refund — record a cash refund you already made outside Insights.
  • Record External Card Reader Refund — record a card refund already taken on a card reader outside Insights.
  • Record External Check Refund — mark a paper check refund as completed.
A new row appears in the transaction table for the refund. If you refunded to credits, the credit appears on the patient’s Credits tab.
Leftover PR: Refunding a payment does not remove the patient responsibility tied to it. For example, a $75 self-pay payment creates $75 of PR; refunding the $75 payment leaves the $75 PR as a balance due. To remove both, click Yes on the Cancel Patient Responsibility prompt, or cancel the PR from the Charges tab afterwards.

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FAQ

Choose Refund to Credit Card (via Stripe) — this refunds the original card for payments made on the Athelas card reader.
Refunding doesn’t remove the associated PR. Go to the Charges tab and cancel the PR to clear the balance.
A refund on its own only clears the incorrect account. To move the money to the right patient, or to correct a wrong amount or payment type, follow How to Correct a Posted Payment, which covers each mis-post scenario end to end.