Before you begin
A refund and a revoke are two separate actions.
Refund Payment gives the money back. It does not remove the gift card, so the card and its balance stay in the patient’s wallet.
Revoke Benefits is what removes the gift card. You’ll usually do both.
Revoke Benefits removes everything the sale invoice gave out. That includes every coupon, membership and gift card on that invoice, not just this one card, and it can’t be undone. If the invoice also sold a membership or package, check its Benefits tab first.
Use the original sale invoice. That’s the invoice where the gift card was bought.
Was some of the card already spent? Your clinic decides how much to refund. Revoking removes whatever value is still left on the card.
You don’t need to touch the wallet’s Available Balance. Wallet credit and gift card balance are tracked separately.
Step 1: Open the gift card sale and its payment
Open the invoice where the gift card was sold. Not sure which one? The invoice's Benefits tab shows the card's code, and the recipient's wallet lists the same code under Gift Cards.
1 Gift Card: Confirms this invoice sold the gift card.
2 Payments: Opens the payments on this invoice. Find the payment the buyer made for the card.
3 Refund Payment: Opens Process Refund for that payment.
Step 2: Choose how much to refund
1 Full Refund: Refunds everything shown under Available to Refund. Use it when the card hasn't been spent.
2 Partial Refund: Refunds less than the full amount. Use it when your clinic is only returning part of the money, for example because some of the card was already used.
3 Refund Amount: With Partial Refund selected, type the amount to give back.
4 Next: Goes to the refund details.
Step 3: Answer the new payment question
1 Yes - amount to be repaid via a different method: Selected by default. The refunded amount becomes due on the invoice again, so the invoice reopens with a balance. Only pick this if the buyer will pay for the card another way.
2 No — this is a courtesy refund: The invoice balance stays unchanged, so the invoice stays closed. Pick this when the buyer is returning the card and no new payment is expected.
3 Balance Impact Preview: Shows the invoice's New Balance Due for the option you picked. With No, it stays at $0.00.
Step 4: Add a reason and process the refund
1 Advanced options: Shows where the refund goes. You don't need to change anything here to refund the original payment method.
2 Refund destination: Leave the switch off to use the original payment method, shown under it (here, Default: Cash). For a cash sale, Prospyr records a cash refund. Nothing is sent back electronically, so hand the cash back to the buyer yourself.
3 Enter reason for refund (optional): Add a short note for your records, such as "Gift card returned".
4 Process Refund: Records the refund. A Refunds line appears under the payment, and a fully refunded payment is marked Refunded.
The gift card is still in the recipient's wallet at this point. Go on to Step 5 to remove it.
Step 5: Open Revoke Benefits
1 Refunded: Confirms the refund from Step 4 went through.
2 More options: The menu button next to Send Receipt at the bottom of the invoice.
3 Revoke Benefits: Opens a confirmation before anything is removed.
Step 6: Confirm the revoke
1 Warning: Read it before you confirm. Every coupon, membership and gift card from this invoice will be removed, and this can't be undone.
2 Cancel: Closes the window without changing anything. Use it if the invoice gave out other benefits you need to keep.
3 Revoke Benefits: Removes the gift card and its remaining balance from the recipient's wallet. The invoice's Benefits tab then shows No benefits associated with this invoice.
Step 7: Check the recipient's Patient Wallet
Go to the profile of the patient who redeemed the card (this may not be the buyer). Click the balance next to their name to open Patient Wallet.
1 Available Balance: Wallet credit. It doesn't change when you revoke a gift card.
2 Gift Card Balance: Drops by the value that was left on the revoked card.
3 Active Gift Cards: Goes down by one. You can also manually adjust a gift card balance from here.
4 Gift Cards: The revoked card's code is no longer in this list.
In this demo, the revoked $25.00 card took the Gift Card Balance from $244.00 to $219.00 and Active Gift Cards from 6 to 5. The Available Balance stayed at $915.00.
Good to know
Revoking can't be undone. Double-check you're on the right sale invoice before you confirm.
Picked Yes by mistake? The invoice will show a balance due again. For reviewing and editing refund records, see How to Refund a Payment.
Card payments and other refund destinations are covered in How to Refund a Payment.