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Client refund?

Answered

Comments

31 comments

  • Gillian

    Hi Lucy, try scrolling to the right on your computer to see the Refund button under Billing > Card Transactions. 

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  • Lucy Dunning

    Thank you! I still can not find it for some reason....Is it next to the dollar amount? 

     

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  • Gillian

    Hi Lucy, if the refund tab is not appearing, the client's card may have been deleted from their profile, or you may have run the charge prior to the Stripe integration. If the latter is true, you can refund the charge in your old Stripe dashboard, then add a negative payment to the client's chart to reflect the adjustment. 

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  • Naomi Cunningham

    Hi, I cannot find the 'refund' button either and I have checked your suggestions? Thanks

     

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  • Gillian

    Hi Naomi, please reach out to the Success team for assistance, as this can be specific to your account and the client.

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  • Kim Glenn, MA, LPC

    I actually just figured this out (after I submitted a tech ticket). The entire billing/document page does not show up...you need to scroll over to see the additional columns, which includes the refund column. 

     

     

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  • Jacob Munhoz

    I need to refund a charge to a client's card from Saturday.  There is no button for it on the  BILLING --> RECENT TRANSACTIONS page and there is no way to "scroll over" as suggested.  Because this is infuriating, I tried it on the mobile app, which has an option for this but ALSO DOES NOT WORK!!!

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  • Gillian

    Hi Jacob, it sounds like you're looking in the wrong place for the Refund button. You can find it under Billing on the left-hand side of your screen > Card Transactions > Refund on the right-hand side of your screen. Let me know if you're still having trouble with this. 

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  • Ashton Holmes

    I need help refunding payment to a client and can't find the refund button as described in the previous posts. I also tried to submit a request and wasn't able to submit one. Is there a help center number I can call for assistance?

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  • Gillian

    Hi Ashton, I'd be happy to help. I'll submit a request to our Success team on your behalf - please keep an eye on your email for a message from our team. 

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  • Laura Gilliom

    I was just trying to issue a credit card refund, but it looks like you can only do it within 3 months, is that right?

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  • Gillian

    Hi Laura, you can issue a refund within 90 days of the original charge. To refund a client that paid over 90 days ago, you can write a check, then add a negative payment in the amount of the refund to the client's Billing tab. The negative payment will be added as an adjustment and reflect the refund in the client's balance. 

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  • Jamie L. Johnson

    How long do these refunds take? I dont see any money being taken from my business account yet and its been almost 7 days? Am I missing a step besides pressing refund and waiting

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  • Martin Altman

    I am having the same issue described by Jamie J in the previous comment.  What am I missing?

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  • Jill H. Denton

    How do I refund an amount that is not in the CC transactions? Insurance made a mistake and now I have to refund part of their payments?

     

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  • Gillian

    Hi Jamie and Martin, apologies for my delayed response. Refunded payments will be deducted from future payouts, so you won't see any money being taken from your business account. 

    Jill, you can issue the client a partial refund if needed. To do so, visit Billing > Card Transactions, hit Refund next to a transaction, and indicate that it's a partial refund and the amount.

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  • Jo Stein

    Please call me to help figure out how to make a refund to a client.  I've read and tried all things in this feed, nothing has worked.  

    Jo Stein  9176551816

     

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  • Gillian

    Hi Jo, we'd be happy to help. A member of our Success team will reach out to you shortly to assist and schedule a call if needed.

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  • Catherine McLaughlin

    Hi there, I am having the same issues as the above. Please reach out to me to resolve.

     

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  • Jo Stein

    payments more than 90 days old cannot be refunded through Simple Practice.

    I sent my client a check--via old fashion snail mail.

     

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  • Gillian

    Jo, thank you for sharing your experience so others in our Community can learn. Catherine, a member of our Success team will reach out to you to assist. 

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  • David Lanzillotti

    How do I issue a partial refund?

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  • Samuel P. Bryant

    Can someone please reach out to me about this as well I need to refund to a client urgently and I prefer not to do it via mail. I can only see one refund button and none of the ones I actually need to refund them. 

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  • Bibiana Carvalho

    I need help in reverting a refund. I refunded my client but she just informed me that her card was stolen and if I can change the card number. Please, advise me urgent.

     

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  • Kara PIlon Reil

    How can I issue a refund to a client who has a credit on their account from a while back?  Thanks! 

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  • Jeffrey Knight

    Hi.  I refunded 3 clients for copays they did not need to pay.  The refund went through but then they were charged again the same amount the next day.  I refunded them all again and took them off auto pay.  I hope it sticks this time.  Did I do something wrong?  What do I do if this keeps happening?

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  • Cynthia Masucci

    How long does it take for a refund to show back in a client's bank account?

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  • Scott Grizzle

    Hi there! I need to refund a client's co-insurance for 5 sessions due to meeting maximum OOP. How do I refund all of it on the credit card with one transaction, so that I don't have to refund each transaction separately and incur multiple fees? Thanks! 

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  • Ayelette

    Hi All - We sincerely apologize for the time it's taken to address this post.

    Our Customer Success Group has been inundated with requests since the start of the COVID-19 pandemic. We're currently working on how to efficiently respond to Community Forum posts during these unprecedented times. However, the quickest way for you to get in touch with us directly regarding questions with your account or your clients is by submitting a SimplePractice Help Request Form. You can also reach us on our Live Chat feature, offered Tuesday - Thursday, 7am - 6pm PT (learn more here).

    If you still have any questions regarding your account, please follow the steps above to let us know and a member of our Customer Success team will follow up with you directly.

    To answer the general questions that have been posed here:

    • For guidance on issuing partial Online Payment refunds, I invite you to check out this Help Center resource: How to refund a client.
    • When refunding an Online Payment, you can refund the full amount of the original charge or a partial amount of the original charge. There is not a way to combine the refunds for multiple charges into a single refund transaction.
    • It typically takes 5-10 days for an Online Payment refund to show back on the client's card.

    Although we're periodically monitoring the Community Forum and plan on improving our response times to questions posed here, this is also a place for customers to exchange ideas and engage with one another on how to best use our platform. Thank you all for acting as resources for each other in the meantime. 

     

     

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  • Cynthia Masucci

    Hello,

    I need help with refunding a client. The client's deductible was met in March, though the client did not inform me of it, and navinet had also not updated their information. I do not know how to refund the client a lump sum total of what I owe them. Refunding the last transactions doesn't work. It only works for a few, as the ones from March, April and May are not showing up. Please help!!

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