CLINIC HQ

19.10.2. How To Process a Refund

How to Process a Refund

Your clinic may process refunds for a variety of reasons, such as canceled appointments, billing errors, or overpayments

How to Issue a Refund

Every payment will have an action menu. From the action menu, you can opt to repurpose or refund the payment.

Locate the Payment
Payments can be viewed and managed in any of the following places:

  • Deposit Management
    Go to Clients > Deposits > Locate the payment and click Action
  • Appointment Financial Tab
    Go to Clients > Check In/Checkout > Edit appointment > Financial
  • Client Profile Payment History
    Go to Clients > Search Clients/Animals > Locate the client via Search > View profile > Payments
  • Reconciliation Report
    Go to Accounting > Reconciliation > Choose a date range and Search > Locate payment and View Details

Cash or Check

  1. In Clinic HQ, locate the payment and edit the payment.
  2. Click the Action menu and choose Refund Payment.
  3. From the refund screen, confirm the payment type and refund amount: is it a full refund or partial refund of the original payment?
  4. Save the refund details by clicking the red Refund Payment button.

Credit Cards

NON-INTEGRATED CREDIT CARD (MANUAL)

Review the original payment type. If it is Credit Card (Manual), then the refund will also be manual.
Refunding as Credit Card (Manual): This option does not use the integrated MX Merchant system. Your clinic will need to process the refund on the card outside of Clinic HQ manually and record in Clinic HQ that the refund was processed. Using the refund tool will simply notate in Clinic HQ that the refunds occurred.

  1. User your clinic’s merchant platform to process the refund transaction.
  2. In Clinic HQ, locate the payment and edit the payment.
  3. Click the Action menu and choose Refund Payment.
  4. From the refund screen confirm the payment type, card details, and refund amount: is it a full refund or partial refund of the original payment?
  5. Save the refund details by clicking the red Refund Payment button.

INTEGRATED (POS) or CREDIT CARD (E-PAYMENT)

If the original payment was processed through MX Merchant as Credit Card (POS) or Online through E-payments, the card is not needed to process the refund. The system will utilize the original transaction to refund the client.

  1. In Clinic HQ, locate the payment and edit the payment.
  2. Click the Action menu and choose Refund Payment.
  3. From the refund screen confirm the payment type, card details, and refund amount: is it a full refund or partial refund of the original payment?
  4. Save the refund details by clicking the red Refund Payment button.