Refunding Charges

How to refund a credit or debit card charge

You can refund bank accounts or credit and debit card charges made by patients in the billing section of your patient’s chart. Specifically, in the Billing History section, you’ll see a line with “Payment (and type)” in the description column. 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.

You can issue the full amount, or partial amount. You can continue to issue partial refunds until the full amount has been refunded.

What’s the refund process? How long will it take?

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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