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Processing a Refund

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14 comments

  • Ronn Johnson

    Great question! I have the same problem. I am waiting for an answer to your post.

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  • Miranda Jane

    Also, I owe a client because of insurance payments that came in (they met their deductible so now insurance covers it) but there was only one charge with a "refund" option next to it, and I need to refund an older session.  Looking forward to seeing a response :)

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  • Ellen Cerasale

    Yes - I have a similar question. It looks you are no longer able to refund a client after three months. Because of the lag in insurance payments and cost sharing for teletherapy sessions due to COVID-19, I now have a log jam of credits for several of my clients dating back to March. Do I now just have to mail them a check or is there some way to get around the time limit given to refunds in Stripe?

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  • Ronn Johnson

    I was able to refund money to the client's credit card by entering a negative balance. Stripe woud not process a payment for less than $0.00, but I was able to enter it manually and the refund went through.

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  • Ronn Johnson

    This is another complaint I have against S.P. - Sabrina Tropper asked this question more than 30 days ago, and S.P. gave no solution - we had to come up with an answer ourselves. They have simple answers for simple questions...sometimes, if you have time to wait, and wait, and wait.......

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  • Sarah Kulig

    Ronn, can you describe how you went about adding this negative balance? I need to refund $250 of copays that are over 90 days old, and I don't have access to cutting a check, so I'm interested in your work around!!

     

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  • Ronn Johnson

    Hi Sarah,

    I went to the clcient's Add Payment, entered in a negative amount (-90.00) and switched from Cash to Manual Credit Card, and entered. It went through.

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  • Suzette J. Lawler Sankar

    I can't get a refund to go through with a negative balance either. 

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  • Suzette J. Lawler Sankar

    Got it.  Manual credit card NOT stripe.  Yes, it worked!

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  • Sarah Kulig

    Hey folks—I did just want to chime in, and I hope SP will too. I asked a customer service person about doing things this way. They said “I wouldn’t recommend that process, as it doesn’t send the refund back via Stripe. Manual credit card is a payment method meant for bookkeeping, rather than for actual credit card transactions or online payments, and does not link to Stripe in any way.” I think this means that you’ve cleaned up your books, but not actually exchanged funds with your client? Not 100% sure, but seems like it would be worth double-checking with your client to see if they receive funds from you doing it this way. 

    I’m going the check route, but just wanted to pass this along since a SP person hasn’t yet responded.

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  • Ruth

    Hi Everyone - Thank you for sharing your knowledge with each other. We're working on improving response times for Community Forum posts, but this is also a great place for customers to use each other as resources. We appreciate all your contributions! 

    To answer your questions on refunding clients, there are two ways to do this, find out how to do both here:

    Processing a refund through SimplePractice:

    If you've charged a client's credit card on file, using our online payments processor, Stripe, then you'll want to go to Billing > Card Transactions, adjust the date range to include the date of the charge you'd like to refund, then click the Refund button to the right of it. You can process a partial refund. When you click Refund, you can opt to refund a different amount than that charged, so long as it's less than the original charge. You won't be able to refund charges that older than 90 days. Here's more on this process: How to refund a client.

    Processing a refund outside of SimplePractice:

    If you're repaying a client for a charge made outside of SimplePractice, you'll want to add a negative payment and select a manual payment type: Manual Credit Card, Cash, or Check. Sarah is absolutely correct, using the "Manual Credit Card" payment type won't actually charge, or refund your clients card on file. Any of the manual payment options I mentioned are exclusively used for bookkeeping purposes. Find out more here: Refunding a client.      

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  • Anicia A. Williams

    i don't believe the question was answered or maybe my question is different...? I have some clients set at different rates- though it is the same billing code. i set the price in their billing  area, but SP is charging my default rate. I figured but how to refund, but there should be a way to have your rate set at diff prices and still be in auto pay---right?

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  • Ruth

    Hi Anicia - If you created those appointments prior to setting a different fee for the client's Default Service Code in their client file > Edit > Billing and Insurance tab, then they won't be billed according the the new rate you set. You'll want to make sure you delete any pre-created appointments, or recurring series of appointments, and recreate them after you've set the Default Service Code fee. Hope that answers your question! 

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  • Windy J. DiSalvo

    Did we confirm if doing it the other way, the running the card through as manual with a negative balance results in a refund also? I made the mistake of not reading all the way through and tried the negative balance being run manually. I am worried that my client will get the refund twice. 

    Or is it like Sarah Kulig said, is it just for record keeping?

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