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Refunds with Semble Pay
Refunds with Semble Pay

How to refund a patient

Jessica Magri avatar
Written by Jessica Magri
Updated over a week ago

This feature is only available to users who have Semble Pay activated. If you would like to start using Semble Pay, kindly email support@semble.io for further information on this.

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This article is about how you refund a payment against an invoice. For general information on invoices, see here.

Note: To refund a patient, you must have a role assigned to you that gives you editing permissions for Invoices. For more information on roles, see here.

Requirements: Before you attempt to proceed with a refund, the patient must first have an invoice paid on their account. The payment must have been processed via a link on the invoice, a terminal payment, or a payment card from the patient file. Please note you can't proceed with a refund if it was a cash payment, cheque, or bank transfer.

For information on how to take card payments through Semble with the Payment Services integration, see here.


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Refund a payment against an invoice

1. Go to your patient file and click Invoices:

2. Click the more options icon next to the invoice that you want to refund and select 'Refund':

Please note you can also proceed with a refund from the list of your invoices in the section 'Invoices':

You can select any invoice that has at least one payment.

3. Select the payment type to proceed with the refund. You can only choose a type of refund equivalent to the original payment method:

4. Select the amount to be refunded, this can be any amount up to the original amount paid:

5. Select a reason for refund:

6. You can insert details of why the refund was processed, it's internal notes for the clinic. It won't be seen by the patient:

7. Click 'Save'.

Refund a payment against a payment on account

Requirements: Before you attempt to proceed with a refund against a payment on account, the patient must first have an invoice paid with a payment on account. For information on advance payments through Semble, see here.

1. For the initial steps, please read above then click the more options icon next to the invoice that you want to refund and select 'Refund':

2. Select the payment type to proceed with the refund: 'Payment on account'. You can only choose a type of refund equivalent to the original payment method:

3. Then select the amount to be refunded - the amount refunded can be any amount up to the original amount paid:

4. Select a reason for refund:

5. You can insert details of why the refund was processed, it's internal notes for the clinic. It won't be seen by the patient:

6. Click 'Save'.

NB: When you refund a payment on account via an invoice against which it was paid, the money doesn't actually get paid back via an invoice it was used to pay but rather gets restored to the payment on account (please see below). You'll have to refund on the payment on account note for the patient to receive their money.

Notes:

  • If a payment was taken via Semble Pay it will be automatically refunded back to the payees bank account that was used to pay.

  • If it was not taken by Stripe then you will have to refund the payment yourself. You may want to raise a credit note and refund that as a separate (existing process)

  • We do not automatically notify the patient of the refund so you'll have to do this manually

  • If you initiate a refund to a patient and do not have any money in your Semble Pay account at that moment, the system will withdraw money in order to cover this transaction.

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