Refunding credit card payments with surcharges

You can return funds to a cardholder's account for a credit card payment with a surcharge 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.

Notes:

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

• This topic covers refunding a credit card payment with a surcharge. For steps on refunding a credit card payment without a surcharge, see any of the following topics: refunding credit card payments, refunding credit card payments by line item, and refunding payments by line item.

To refund a credit card payment with a surcharge

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. Do one of the following:

   • Initiate the refund process from the Edit Payment dialog box:

     1. Click (or tap) a credit card payment that has an associated surcharge.

        

        The Edit Payment dialog box appears.

        

     2. Click (or tap) Refund.

        The Enter Refund Adjustment Amount dialog box appears.

        The payment that you clicked (or tapped) on the ledger (in step a) is selected as the Original payment automatically.

        The associated charges and surcharge appear.

        

   • Initiate the refund process from the Charge (+) Adj. button's menu:

     1. Expand the Charge (+) Adj. button's menu, and then select Refunds.

        

        The Enter Refund Adjustment Amount dialog box appears.

        

     2. From the Original payment list, select a credit card payment that has an associated surcharge.

        The associated charges and surcharge appear.

        

   Note: You cannot issue a refund for a surcharge by itself, but you can post a credit adjustment for the amount of the surcharge if you are not going to refund any of the payment.

4. For Refund method/type, select one of the following options from the list:

   • Worldpay IQ Portal - Select this option to open the Worldpay IQ portal on a new browser tab and handle the refund on that website. After that, come back to this point and select Record External Refund.

   • Lanes - Select one of the payment devices (card readers) to put funds on a credit/debit card that was not used for the original payment. Later, the cardholder will need to interact with the payment device.

   • Saved Cards - If the patient has any cards on file, select one of those saved cards to put funds on that credit/debit card.

   Note: With a Refund method/type selected, the Refund date is the date of the original payment and cannot be changed.

5. By default, the Refund amount is the amount of the original payment. If necessary, change the amount to reflect the correct amount of the refund.

6. To distribute the Refund amount proportionally to all associated procedures, click the Distribute proportionally button ; otherwise, skip to the next step.

   One of the following occurs:

   • If the Refund amount equals the payment amount (it is a full refund), for each line item, the applied amount (in the Payment column) is inserted in the Refund box automatically.

     

     

   • If the Refund amount is less than the payment amount (it is a partial refund), for each line item, a portion of the total refund amount is inserted in the Refund box automatically. Also, for the surcharge, the portion to be refunded appears in the Refund column. The portion of the surcharge that is to be refunded is equal to the ratio of the applied amounts (in the Payment column) to the total payment amount. The portion of a charge that is to be refund amount is equal to the ratio of its applied amount (in the Payment column) to the total payment amount minus either the total surcharge or a portion of the total surcharge (depending on the number of charges and how much of the surcharge is to be refunded).

     

     

7. Do one of the following:

   • If you skipped the previous step, for each charge, in the Refund box, enter the amount of the total refund to be applied, or leave 0.00 entered.

   • If you want to change the amounts proportionally distributed between the charges, in the Refund box of any charges, enter the amount of the total refund to be applied.

   Notes:

   • If the sum of the portion of the surcharge to be refunded and each box and in the Refund column does not equal the Refund amount, the total at the bottom of the Refund column is displayed in orange text.

     

   • If the sum of the portion of the surcharge to be refunded and each box in the Refund column equals the Refund amount, the total at the bottom of the Refund column is displayed in green text.

     

8. On the Tags tab, add tags to the refund as needed.

9. On the Notes tab, enter any notes regarding the refund.

10. Click Apply Refund.

    

    Note: This button is available only if the total at the bottom of the Refund column equals the Refund amount.

    A refund adjustment appears in the patient's ledger.

    • If the refund is split between providers, an adjustment appears for each provider.

    • The "Credit Card Partial Refund" adjustment type is used for a refund adjustment.