Self-serve refund option
If a payment was taken on the wrong account, your team will want to follow the steps below:
On the incorrect account, you will issue a refund using Payment Type Refund and the same Payment Method that was used originally. It is important to record payment notes detailing the reason for the transaction we recommend recording the patient info for where the payment is moving to.
On the correct account, navigate to the Payments panel and select the visit invoice that the payment was intended for.
Apply a payment using Payment Type Payment and the same Payment Method that was used originally. It is important to record payment notes detailing the reason for the transaction we recommend recording the patient info for where the payment moved from.
Practices that have Instinct Payments (IP)
The refund method above will update the account ledger, but the original transaction will still appear in reporting on the incorrect account. To fully correct the allocation in reporting, please contact the support team—we'll move it on the back end.
Back-end correction (done by Instinct)
To ask our team to move payments between accounts or patients, please contact us via in-app chat or email [email protected]. Please include the affected account or patient IDs, transaction amounts, and dates so we can quickly locate the payments.