Refunds & Voids
Give a patient their money back with a refund or void — and why a denial does not refund them.
This page shows you how to give a patient their money back. You do this on the Orders page. Most brands limit money actions like this to the Client Admin role.
Before you start
Have these ready:
The patient's order open in front of you.
The amount you plan to give back.
A short reason for the refund. The form asks for one.
Who does this: You do. Your provider network (the medical team that employs the doctors) does not issue refunds for you.
Time: About 2 minutes to send. The money can take a few days to reach the patient's card.
Refund or void?
Both give the patient their money back. The app picks the right one for you.
| Action | Use it when |
|---|---|
| Refund | The charge already went through. You send the money back. This is the normal case. |
| Void | The charge has not settled yet. You cancel it before it finishes. No money moves. |
You will almost always use Issue Refund. A void option only shows for a charge that has not settled yet — here's how to check: open the order and look at its status menu. If you see only Issue Refund, the charge has settled. Use it. It returns the money the same way.
When a provider says no
A provider is a licensed doctor from your provider network. A provider can deny an order. A denial is a medical decision. It does not move money.
Important — a denial does not refund the patient. When a provider denies an order, the patient stays charged. The money does not come back on its own. You must issue the refund yourself.
When you see a denied order, refund the patient. Then send them a message. The steps below show you how.
Issue a refund
Open the order
In the left menu, click Orders. Find the patient's order. Click it to open the payment details and history. Check the patient name, the order, and the amount.
Open the refund action
Click the order's status pill — the small colored label that shows the order state. A menu opens. Click the red Issue Refund item.
Enter the amount and reason
The Issue Refund window opens. Type the amount in Refund Amount ($). You can refund the full amount or part of it. Type why in the Reason box. The reason is required.
Confirm the refund
Read the line that says Will be refunded to original payment method. Click Issue Refund. The order's status changes to Refunded or Partially Refunded.
Tell the patient
Send the patient a short message so they know the money is on the way. Open Messages in the left menu. See Messages & Calls for how.
Check twice before you confirm. A refund is hard to undo, and it affects a real patient. Make sure you have the right patient, the right order, and the right amount.
Refunding a lab order that is on hold? Do that from the lab review window instead. See Approve Lab Orders.
Words to know
| Word | What it means |
|---|---|
| Refund | Send money back to the patient after a charge has settled. |
| Void | Cancel a charge before the money settles. No refund is needed because it never fully charged. |
| Provider network | The medical team that employs the doctors who review your patients. You partner with one; you do not hire the doctors yourself. |
Questions
Who can issue refunds?
Usually only admins. Your organization decides which roles can do it. If you do not see the refund option on an order, you do not have permission.
Why don't I see a Void button?
The charge has already settled. Void only shows for a charge that has not settled yet. Use Issue Refund instead. It gives the patient the same money back.
Can I give back only part of the money?
Yes. In the Refund Amount ($) box, type any amount up to what is left. The status then shows Partially Refunded.
The patient asks where their money is.
Tell them it is on the way. A refund can take a few days to show on a card statement. The wait depends on their bank, not on you.
A provider denied an order. What do I do?
Refund the patient yourself. A denial does not refund anyone. If you do nothing, the patient stays charged. Open the order, click Issue Refund, then message the patient.
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