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. If the payment is over 45 days old, the full amount can be refunded to any card.

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. Do one of the following:

   • How to get there

     1. If you are not already viewing the correct location, select it on the Location menu.

     2. On the User menu, click (or tap) Online Payments.

        

        The Inbox page opens with the Online Payments tab selected.

     On the Online Payments tab of a location's Inbox page, click (or tap) the name of the guarantor (in the Guarantor column) that is associated with a payment to open that guarantor's Ledger page, and then click (or tap) a credit card payment.

     

     Note: To quickly print a receipt for an online credit card payment in the inbox, click (or tap) the payment's paperclip icon in the Att column. The receipt appears in a new browser tab or window so you can print it or download it as a .pdf file.

   • How to get there

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

        Note: You can include inactive patients in the search results by setting the Include inactive patients switch to On.

     2. Do one of the following:

        • On the Patient menu, under General, click (or tap) Overview. The patient's Overview page opens. Click (or tap) the Ledger box.

          

        • On the Patient menu, under Financial, click (or tap) Ledger.

        The patient's Ledger page opens.

     On a patient's Ledger page, click (or tap) a credit card payment.

     

   The Edit Payment dialog box appears.

   Payment up to 45 days old

   

   Payment over 45 days old

   

2. 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:

     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.