Refunding credit card payments

You can return funds to a cardholder's account for an in-office credit card payment or an online payment (payment that was made online from an electronic statement, a printed statement, a payment request, or a virtual terminal) that was posted using Dentrix Ascend Pay. If you need to reverse a credit card payment after 10 PM on the day that it was processed or on any subsequent day, you refund the credit card payment.

If the payment is up to 45 days old, all or part of the amount can be refunded only to the original card (for a debit card, the card must be present to interact with the payment device). If the payment is over 45 days old, the full amount can be refunded to any card (for a credit or debit card, the card must be present to interact with the payment device; for a debit card, the PIN must be entered on the payment device).

Note: To reverse a credit card payment before 10 PM on the day that it was posted, you void it.

To refund a credit card payment

1. If the correct patient is not already selected, use the Patient Search box to access the patient's record.

   

2. Do one of the following:

   • If the patient's Overview page is not already open, on the Patient menu, under General, select Overview. The patient's Overview page opens. Click (or tap) the Ledger box.

     

   • On the Patient menu, under Financial, select Ledger.

   The patient's Ledger page opens.

3. Click (or tap) a credit card payment.

   

   The Edit Payment dialog box appears.

   Payment up to 45 days old

   

   Payment over 45 days old

   

4. Do one of the following:

   • For a payment up to 45 days old, process a full refund:

     1. Click (or tap) Refund to open a menu, and then select Full Refund.

        

     2. On the confirmation message that appears, click (or tap) Refund.

        

        When the refund is processed successfully, a charge adjustment for the amount of the refund is posted to the patient's ledger, and the Edit Charge Adjustment dialog box appears.

        

        Note: The adjustment Type is Credit Card Full Refund.

     3. Add Tags and Notes as needed.

     4. To print a refund receipt, click (or tap) Print Receipt.

     5. Click (or tap) Save & Close.

   • For a payment up to 45 days old, process a partial refund. Do one of the following:

     • To apply a specific amount per procedure/charge associated with the payment, complete the steps in the topic about posting refunds by line item.

     • To not apply a specific amount per procedure/charge associated with the payment, do the following:

       1. Click (or tap) Refund to open a menu, and then select Partial Refund.

          

          The Enter Charge Adjustment dialog box appears.

          

          Note: The adjustment Type is Credit Card Partial Refund.

       2. Enter the Amount to refund.

       3. Add Tags and Notes as needed.

       4. Click (or tap) Process.

          

          When the partial refund is processed successfully, a charge adjustment for the amount of the refund is posted to the patient's ledger, and the Edit Charge Adjustment dialog box appears.

          

       5. Click (or tap) Save & Close.

   • For a payment over 45 days old, process a full refund:

     1. Click (or tap) Refund.

        

     2. In the confirmation dialog box that appears, select the correct payment device (lane), and then click (or tap) Refund.

        

     3. The cardholder interacts with the payment device.

        

        When the refund is processed successfully, a charge adjustment for the amount of the refund is posted to the patient's ledger, and the Edit Charge Adjustment dialog box appears.

        

        Note: The adjustment Type is Credit Card Full Refund.

     4. Add Tags and Notes as needed.

     5. To print a refund receipt, click (or tap) Print Receipt.

     6. Click (or tap) Save & Close.