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How to reimburse a client

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16 comments

  • Official comment
    Liz L.

    Hi Ardis,

    Account Owners, Clinicians with Admin Access, and Billers are able to process refunds for Stripe credit card charges. 

    The Account Owner of your practice can give you the Biller role in addition to your current Clinician role so that you can process Stripe refunds. The Biller role is different from the Clinician with Basic Access + Billing role. 

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  • Gillian

    Hi Marian, you can go to Billing > Card Transactions and scroll to the right to find the Refund button. 

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  • Ardis Lo, MS, LPC-S, RPT-S

    Do you have to be admin to do this? I do not see that option.

     

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  • Edward Eccker

    how do I provide record of a refund if a check was issued? 

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  • Gillian

    Happy to help, Ardis. Account Owners, Clinicians with Admin Access, and Billers are able to process refunds for Stripe credit card charges. 

    The Account Owner of your practice can give you the Biller role in addition to your current Clinician role so that you can process Stripe refunds. The Biller role is different from the Clinician with Basic Access + Billing role. 

    Hi Edward, you can simply enter a negative number in the Add Payment box on the client's Overview page. It will be recorded as an Adjustment and you can add the check number for reference if you'd like. 

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  • Deanna Clark

    I am attempting to refund two clients for significant over charges and I am not able to locate the the refund button under billing and credit card transactions.  The above response indicated that you scroll to the right to locate the refund button. NO button us found on my screen either.  Please help.

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  • Elizabeth Mikulik

    I am not able to add a negative amount like you suggested.  it says I have to add an amount larger than 0. can you please walk me through this???

     

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  • Raysha K. Clark, LPC

    I hate this; I have no idea if someone is going to reach out to me.  I have a refund that I need to submit.  There isn't a 'button' that says 'refund' next to the one transaction that I need to do a partial refund to. What gives?

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  • Patricia Migliori-Farnes

    IS THERE A FEE WHEN CREDIT CARD IS REFUNDED???

    Can anyone answer this?????

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  • Sandy E. Wolf

    I have refunded a bunch of credit card payments. If you do it before 24-48 hours (not sure exactly), there is no charge to anyone; you simply go under "BILLING" in the main menu to the left, then hit "card transactions" on the left, find your transaction and then hit the "refund" button to its right. I think you are able to choose how much to refund.

    However, if the transaction goes through after a few days YOU will be charged the transaction/3% fee if you have to refund it. I am just a therapist, not from SP but this was my experience. Good luck!

     

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  • Sandy E. Wolf

    I found the way to enter a negative amount so that it appears as an adjustment--it is NOT on the overview page but the billing page where you can make a payment and add the negative.

    however, though it reflects an adjustment, it ADDED the amount to what the client owes. Please help with this.

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  • April B. Fletcher

    I have been able to refund clients when there is an over-charge.  However, when I refund money, it appears as a balance and the client is charged the amount all over again.  If I sent the client a check for the refund, it would throw off my taxes because it would show both of the payments, but not the refund, and I would be taxed.  The issues have involved $4,000 and $1,000 which, at about 30% tax rate is over $1,600.  I have had no response from SP on this question. I do get lots of answers to questions I did not ask though...

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  • Julie Dravis

    BC/BS is making a ton of adjustments for the last six months suddenly! Thanks COVID-19. 

    I got an unexpected insurance payment that the client paid on the date of service. Now there is a credit that needs to be charged back but there is no Refund button available on the Billing screen. Is a check sent out to the client the only way to reimburse now?

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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 are still encountering any issues with your account, please reach out to us directly from your account.

    To answer the general questions that have been posed here:

    • When you refund a client's Online Payment, there is not a fee for the refund transaction. However, you will still incur the fee for the original charge.
    • We recently released a new feature that allows you to enter a negative insurance payment to account for insurance fee adjustments. To learn more, feel free to check out this Help Center guide: Adding negative insurance payments.

    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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  • Vicki L. Eaton

    I have asked my question, "How to reimburse a client's credit card?" to the Community Forum, but I am not able to read any of the answers that are there?  How do I access community members answers to any question I might ask?  

    Also, when I asked that same question in the Help Center, I received a message about there being, something like, 1074 answers to my question, but the answers were about something other than what I didn't ask. Sometimes the Help Center is helpful, and sometimes it is not.  It was not helpful on this question.  Please help me figure out how to reimburse a client's credit card. 

    Additionally, I have billed BCBS for the same client's sessions, and received a message from Simple Practice that the billing was successful.  However, none of the sessions have been paid for yet by BCBS.  Since this is the first time I have billed an insurance company through SP, it's possible I'm missing a step or doing something wrong, or perhaps I'm not sure what is the expectable time for payment.  Any recommendations with this?  

    Thanks, Vicki Eaton

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  • Ruth

    Hi Vicki, happy to help! You can refund your client's credit card by going to your Billing page > Card Transactions, broaden the date range to include the date of the charge. Now hit the Refund button to the right of the charge. If you don't see a Refund button, then you charged this client over 90 days ago. You'll want to refund them outside of SimplePractice, then go to their client file, find the ADD PAYMENTS box to the right and enter a negative manual payment (Manual Credit Card, Check, or Cash). For more information, check out this guide on Refunding a Client through SimplePractice

    To answer your second question, it may take a while for you to get paid by the insurance payer. If you're enrolled in Payment Reports for this payer, under Settings > Insurance > Enrollments, then your insurance payments will automatically be recorded in your SimplePractice account when you're paid. To find out what the status of your insurance payment is, I'd recommend reaching out to the insurance payer directly! Here's more on Payment Reports, in case you're not enrolled yet. 

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