Process a patient refund by entering a negative Payment.

To issue a refund, credit the patient's account for the service. The credit is a negative Adjustment applied to a completed procedure to zero out the fee. Then, either enter a negative payment using the patient's original payment method or apply the payment to other services.

See our video on patient refunds: QuickTip: Patient Refunds

Patient Refund

To refund a patient payment:

  1. Credit the fee of the procedure to be refunded back to the account. (Skip if refunding an Unearned / Prepayment)
    Highlight the procedure, click Adjustment and select a negative adjustment type. Click OK to credit the account.
  2. Create the refund payment, click Payment and enter a negative amount.
  3. Allocate this payment to the procedure or prepayment.
    • To allocate to a procedure, click Delete All to remove the unallocated payment split then highlight the procedure from the Outstanding Charges grid and click Pay.
    • For prepayment refunds, double-click the unallocated split. Under Payment Split, click Attach and select the original prepayment.
  4. Process the refund using the original payment method. Select the payment type, enter the check number or for card payments, see Credit Card Return. ACH transactions cannot be refunded.
    Note: We typically recommend using a payment type of Patient Refund so they can be excluded from the payment reports.
  5. Click OK to finalize the refund.

Account Credit

An alternative option to a refund is to credit a patient's account and transfer the original payment to other services. After adjusting off the original procedure with a negative adjustment type, complete an Income Transfer to allocate the original payment to other completed or treatment planned procedures.


Scenario 1: A service or product return. Your patient purchased a product they want to return.

Add a negative adjustment and attach to the original charge. If the patient is left with a balance, either refund the patient and create a negative patient payment OR leave the credit and complete an income transfer to allocate the payment to other services.

Scenario 2: A warranty credit. Your patient paid for a filling that fell out and it needs to be redone. You aren't going to return money to the patient, but you will redo the filling at no charge. add a negative adjustment to account for the warranty when you chart the replacement procedure.

Once the replacement procedure is complete, create a negative adjustment for the procedure fee and attach it to the new procedure. If a different provider performed the work, consider attaching the adjustment to the original procedure then complete an income transfer to transfer the original payment to the new procedure. This re-allocates the income to the new provider.