Can I cancel a payment?

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Christina Warden

• July 20, 2019 20:44

I need to cancel a credit card payment. Is there a way to do that? If I refund it that will take several days before the client receives it and I need this to be today. 

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  Gillian

  • July 23, 2019 18:42

  Hi Christina, refunding a payment shortly after it's run will often mean the payment isn't debited from the client's bank account at all.

  Stripe submits refunds to your customer’s bank immediately, but depending on the bank processing time, it can take anywhere from 5-10 business days to show up on your customer’s bank account.

  In some cases, the refund may be processed as a reversal, meaning the original payment will simply disappear from the account statement and the balance will reflect as though the charge never occurred.

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  Kristen Morefield

  • October 25, 2019 15:34

  HOW do I cancel a payment?  What are the steps?

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  Gillian

  • October 25, 2019 16:46

  Hi Kristen, to refund a payment, you can visit the Billing tab on the left-hand side of SimplePractice, then Card Transactions. Scroll all the way to the right to see the Refund button for each transaction. To refund a full or partial payment, click the Refund button. 

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  Maria Cappetta

  • October 02, 2020 18:40

  I'm not sure how, but my client was charged twice and they will not have the funds in their account.  I need a payment canceled immediately or this will impact them greatly.

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  Ruth

  • October 02, 2020 22:43

  Hi Maria, there isn't a way for us to cancel the payment. They can dispute the charge with their bank and you can accept the dispute for them to have that money credited to them. Depending on their card issuer, the disputed funds could be made available to them almost immediately. If they can wait 5-10 days for you to process a refund, you can click on the Refund button next to this double charge in Billing > Card Transactions. To find out how your client was charged twice, please reach out to our Customer Success Team by submitting an email Help Request. 

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  Virginia A. Stacy

  • July 26, 2021 17:16

  We applied a payment to the wrong client. When we click on the "refund" button", it reads "This payment can't be refunded because the original credit card is no longer associated with the client's profile." We are concerned the client who owns the card will still be charged for the amount we incorrectly applied to another client. How can we make sure this hasn't hapened?

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  Elizabeth Larkin

  • January 27, 2022 15:09

  How do I cancel client payment (check)? Also, attributed funds from insurance to client payment, how do I undo and get back to clean numbers?

   

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  Amy Barton-Cayton

  • July 06, 2022 23:07

  I doubled entered a cash payment.  How do I back it out?

   

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  Saara Slevinsky

  • July 15, 2022 20:26

  Payment was accidentally added. How can I zero it?

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  Angie Moorman

  • August 22, 2022 14:09

  The payment I need to refund was originally made on a card that is now cancelled. How do I refund a client to their new credit card?

  Thank you!

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  Julie Boone

  • December 02, 2022 22:39

  I need to cancel a payment by check.  I entered the payment but then the check did not clear.  How do I cancel the payment?

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