Refund Client Payment

Need to refund a recent credit card charge?

Below we offer quick steps to select and refund various client payment types, namely credit cards.

If it is a payment with an integrated card processor, the total amount of the payment must be refunded.

You are unable to refund partial payments from directly within TherapyAppointment, but you can do so within your respective card processor portal, and manually post the refund in our system.

In this Article:

Refunding a Payment

  • Click Billing (left menu)
  • Click the button (top left)
  • Chose Client Payments and Refunds from the drop-down menu


  • By default, we show you payments made for the last 3 months for all providers you have access to
  • To make changes, click the funnel icon to filter


Filters

Here you have the option to make changes to the following filters:

  • Payment date range
  • Therapists
  • Clients
  • Payment types:
  • Cash, Check, and Credit Card
  • Payments/Refunds
  • Unique Reference #

When you've entered your filters, click Search


Then click on either the Date or Amount of the line item:


  • Click the top right button

  • Since the refund reference # will be generated automatically, there's no need to enter this here
  • Click

From the Client Billing Tab

To refund a credit card payment from the client billing tab, follow these instructions:

  • Click Clients (left menu)
  • Click on the client name, bringing you to their Profile
  • Select Billing (top tab)
  • Click on the Client Payment line


  • Click the top right button

  • Click

Partially Refund a Payment (Credit Card)

To partially refund a payment, there are 3 steps, including one outside our system and in the card processor portal.

  1. Copy the Reference # from TherapyAppointment (not required for Finix)
  2. Partially refund the payment in either the Global Payments or IBC portal
  3. Document the partial refund in TherapyAppointment

Steps to partially refund the payment in Finix:

Having login issues? reach out to our support team here: support@therapyappointment.com

Once logged in:

  • Click on Transactions (left menu)
  • Then on Payments
  • Find the payment there
    • You can use filters (top center) we recommend using the last 4 numbers of the card, or by date
  • Once you find the payment click on it, and on the right menu scroll to the very bottom
  • Find the section Refunds and click
  • Enter the partial refund amount here
  • Then click (bottom right)
🎉 Your partial refund has been processed, now we set things right in billing. click here for the next steps.

movie Video:

Steps to partially refund the payment in Global Payments:

1. Copy the Reference # from TherapyAppointment

  • Find the clients payment and click on it from their Billing screen. payment screen you see the Refund button on above
  • You'll find the unique reference # for that transaction here:


  • Highlight and copy that reference number with your device

2. Partially refund the payment in the Global Payments portal

Having login issues here? You'll need to reach out to Global Payments directly as instructed on that page. Their phone number is 📞 1-800-941-6557
  • Once logged in, on the left corner under the TSYS logo find the Find Reference Number section
  • Paste the Reference # you copied from our system into the search field

  • Click Refund (left menu):


  • Enter the partial refund amount to the right of Refund Amount near the bottom center:
  • When you've entered the amount, click
  • Optionally but recommended: copy the refund reference # shown after refunding for this next step


Document the partial refund in TherapyAppointment

  • Come back to TherapyAppointment and go to the clients profile → Billing (top tab)
  • On the far right menu, click the orange button


In order on the below image:

  1. Enter the partial amount you refunded
  2. Select External Credit Refund (top right)
  3. Optional: enter the refund reference # here
  4. Ensure the proper DOS below has the refund distributed to it. If need be, make manual adjustments
  5. When done, click the


Make a mistake, want to go back? Click
  • On this page you can't make any edits, so ensure the information is correct
  • Optionally, add any internal memos or client statement memos at the bottom
  • Then click (far right)

  • Clicking will redirect you back to the Billing tab
  • You should see the green Payment Saved message on top
  • A new grey Client Credit Refund line item with the date and amount refunded will be at the top of the billing entries:


🎉 Your partial refund has been documented, you're done!

Refunding a cash or check payment

To refund a credit card payment from the client billing tab, follow these instructions:

  • Click Clients (left menu)
  • Click on the client name, bringing you to their Profile
  • Select Billing (top tab)
  • Click on the Client Payment line you wish to refund:


  • Click the top right button

  • Then click

In order on the below image:

  1. Enter the partial amount you refunded
  2. Select the refund type (Cash or Check)
  3. Ensure the proper DOS has the refund distributed to it. If need be, make manual adjustments
  4. When done, click the Continue button:


  • Then click to complete
  • You should see the green Payment Saved message on top
  • You should also see a new grey Client Cash/Check Refund line item with the partial refund $ amount at the top of the billing entries:

Related Articles