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, and the cardholder must interact with the payment device). If the payment is over 45 days old, the full amount can be refunded to any credit/debit card (the card must be present, and the cardholder must interact with the payment device; for a debit card, the PIN must be entered on the payment device).

Notes:

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

• One refund option covered in this topic is how to partially refund a credit card payment without applying a specific amount per procedure/charge associated with the payment. For steps on posting a refund by line item for a credit card payment (and being able to choose which credit/debit card to put the funds on), see the topic about refunding credit card payments by line item.

• This topic covers refunding a credit card payment without a surcharge. For steps on refunding a credit card payment with a surcharge, see the topic about refunding credit card payments with surcharges.

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. On the Refund menu, select Full Refund.

        

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

        

     3. For a debit card, the cardholder interacts with the payment device; for a credit card, ignore this step.

        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.

   • For a payment up to 45 days old, process a partial refund without applying a specific amount per procedure/charge associated with the payment:

     1. On the Refund menu, 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.

        

     5. For a debit card, the cardholder interacts with the payment device; for a credit card, ignore this step.

        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.

        

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

     7. Click (or tap) Save & Close.

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

     1. Click (or tap) Refund.

        

        The Refund Transaction dialog box appears.

        

     2. From the list, select the correct payment device (lane) to use to process the refund.

     3. Click (or tap) Refund.

        An animated ready indicator appears. The device is ready for input.

        

     4. 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 Independent Refund.

     5. Add Tags and Notes as needed.

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

     7. Click (or tap) Save & Close.