How do I refund a payment in Prospyr?
Refund a completed payment in full or in part, choose where the refund goes, and decide whether the amount becomes due again on the invoice.
Prerequisites
The payment must be completed, or partially refunded with a remaining refundable amount.
Your role must have permission to refund payments.
How refunds work
A refund is created from the original payment on an invoice. When you process a refund, you'll choose:
A full or partial refund
Whether the patient will repay the amount using a different payment method
Where the refund should go
An optional reason, for your records
Prospyr shows you the amount still available to refund. If the original payment included a processing fee, that fee is refunded proportionally.
How to refund a payment
Open the patient's invoice.
Select the Payments tab.
Find the payment you want to refund and select Refund Payment.
Choose the refund amount:
Full Refund refunds the entire amount still available.
Partial Refund lets you enter a smaller amount.
If part of the payment was already refunded, Prospyr shows both the amount already refunded and the amount still available to refund.
Select Next.
Answer Will a new payment replace this refund?
Yes — amount to be repaid via a different method: The refunded amount becomes due on the invoice again. Choose this when you're reversing the payment so the patient can pay a different way.
No — this is a courtesy refund: The clinic absorbs the refunded amount, and the invoice generally stays closed.
Note: If the invoice includes discounts or adjustments, choosing a courtesy refund may result in a negative balance.
Review the balance preview to see how your choice affects the invoice.
If needed, open Advanced options to change the refund destination.
Enter a refund reason. This is optional, but we recommend it for recordkeeping.
Select Process Refund.
Once the refund goes through, Prospyr refreshes the invoice and adds the refund beneath the original payment.
Refund destination options
By default, Prospyr sends the refund to the original payment method.
Depending on the original payment and which payment methods your workspace has enabled, Advanced options may let you record or issue the refund through a different destination, including the patient wallet. Available options vary by workspace.
Important: Choosing a different destination only records where the refund was provided — it doesn't change the original payment's transaction history with your processor. For example, selecting cash as the destination for a card payment does not send money back to the card.
Refunding to the original payment method
For supported card and terminal payments, choosing the original payment method sends the refund through your connected payment processor.
For payments originally recorded as cash or check, Prospyr records the refund, but your clinic is responsible for returning those funds to the patient outside of Prospyr.
Refunding to the patient wallet
Choosing Patient Wallet adds the refunded value to the patient's wallet for future use, instead of returning it externally.
Full and partial refunds
You can issue multiple partial refunds as long as a refundable balance remains.
Prospyr won't let you refund more than the payment's remaining refundable amount.
Once the entire refundable amount has been used, Refund Payment is no longer available for that payment.
Processing fees
If the original payment included a processing fee, Prospyr shows it in the refund window. For a partial refund, the fee is refunded proportionally, based on the amount being refunded.
How do I review a refund after it's processed?
On the invoice's Payments tab, expand Refunds beneath the original payment. Each refund shows:
Refunded amount
Whether it was refunded externally or returned to the invoice balance
Refund destination
Reason, if one was entered
Date and time
You can select Edit on a refund record to change whether it should return to the invoice balance or remain a courtesy refund.
Troubleshooting
I don't see the Refund Payment option. Confirm the payment is completed, or partially refunded with a remaining refundable amount.
I'm getting a permissions error. Ask a workspace administrator to review your refund-payment permission.
The destination I want isn't available. Only payment methods enabled for your workspace can be selected as alternate refund destinations.
The refund to the original card is failing. The original processor transaction must still be available and eligible for a refund. If it isn't, you may need to issue the refund through another destination instead.