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Refund Leaves a Negative Balance

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13 comments

  • Gillian

    Hi Miesha, because this is specific to your account and the client, a member of the Success team will reach out to you privately today to help. Please keep an eye on your email for a message from our team. 

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  • Michelle Rogers

    I keep refunding a client and then a new invoice is created, charging them again. Please help.

     

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  • Gillian

    Hi Michelle, I'd be happy to help. It sounds like you're refunding the client, but the client is set up on Autopay and still has a negative balance from the session being billed, which is why the invoice is being created. To remedy this, after refunding the client, navigate to the client's Billing tab. Then, hover your mouse over the session fee for the session you are refunding to reveal the edit button. Then, change the session fee to $0 (or the fee you'd like to charge for the session.) That will forgive the fee for the client and return the client's balance to 0. Let me know if that works for you and if I can provide any further assistance.

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  • Rogna Jurecko

    I refunded a client and now it looks like she has a credit on file.  I'm not sure what to do to get rid of that. 

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  • Gillian

    Hi Rogna, because this is specific to your account and the client, a member of the Success team will reach out to you to assist today. 

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  • Kristina Hamilton

    I have a similar account issue. I refunded a client after I noticed what I thought was a double payment. Now I cant understand if I was paid for the session. The client is listed as having a credit? and I cant understand if the clients' total payments are still reflecting the overpayment? could I have deleted the invoice and somehow???? I'm very confused

    please help  I don't want to send another bill or delete an invoice or something...

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  • Gillian

    Kristina, we'd be happy to help with this. A member of our Success team will reach out to you privately today to assist. 

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  • Jeana Anderson

    would you please help me with getting rid of my client's "credits"? I have pay upon service and I am not sure how this credit happens on the accounts. How do I fix it so it is all clear?

    -1
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  • Mona S. Ellis

    I need to speak to someone and have them remove the negative from my account. I refunded two of my clients due to overpayment in May 2020 and it does not show that the amount has been refunded. Someone emailed me and report that they would remove me from the STRIPE system because of these issues. It needs to be corrected. If I follow the procedure to refund a client it would be great if they could receive the refund in 3 to 5 days. It would also be great if it would show up on my account without receiving negative feedback from Simple Practice.  I have money in my bank account and the client's refund should have happened already.  I'm really disappointed 

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  • Ayelette

    Hi Jeana and Mona,

    Thank you both for reaching out directly to our Customer Success team to resolve your questions.

    For future reference, the quickest way to get support for account-specific questions is to send us a help request by clicking the blue question mark icon on the lower right of your SimplePractice account > clicking Get Help. For more details, feel free to check out this Help Center guide: Logging in to SimplePractice and submitting help requests.

    Although we're periodically monitoring the Community Forum, 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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  • Tina Rumore, LPC

    I am having the same issues as those above. I'm not sure why the process for refunding a client appears to be so challenging. I am not understanding the process that we have to go through to change the appointment after trying to send a refund. It seems we should be able to click refund and be done with it, but then it charges the client again. 

    This is the third time I'm inquiring about this issue. I've gotten two different answers from two different people. 

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  • Jeana Anderson

    still having the issue also, as Tina. I am about to just wipe all clients clear (if that is possible) because I doubt any of them are correct with the amount paid and the credits, etc. 

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  • Tina Rumore, LPC

    We shouldn’t have to delete our clients and start over. That’s a lot of work for something we are paying for.

    I’m still confused about the REFUND then the changing it at the APPOINTMENT LEVEL.

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