Refunding Charges

How to Refund a Credit or Debit Card Charge

To refund bank accounts or credit and debit card charges made by patients:

  • Start by heading to the billing section of your patient’s chart
  • In the Billing History section, find the item you’d like to refund
  • You can either hover over that line to reveal a Refund Payment button on the far right, or you can click on that line for a summary of the payment and the option to refund it.
  • When refunding, you can issue the full amount or partial amount. You can also continue to issue partial refunds until the full amount has been refunded.

Refund Process

The refund will be submitted to your patient’s bank immediately. Your patient will then receive the refund funds in their account approximately 5-to-10 business days after the date on which the refund was initiated (the banking system is responsible for this timeframe.)

Please note refunds may appear in the form of a reversal. In the case of a reversal, the original payment will drop off your patient’s bank statement and a separate credit is not issued.

Refunding Fees

When you process a refund, we’ll add a small fee to your upcoming subscription invoice to cover the processing fees that Stripe charges our platform.

The refund fee is the same amount as the payment processing fee, which you can find here: We display the value of a refund’s processing fee on the Refund Payment screen.

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