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 & Insurance (left menu)
  • Click the top center button
  • 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

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
  • On the particular line item, click on either the Date or Amount

  • 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
  • Click Billing (top tab)
  • Click on the Client Payment line you wish to refund:

  • Click the top right button

  • Optionally but recommended, enter the new Refund Reference # at the top right
  • 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
  2. Partially refund the payment in either the TSYS or IBC portal
  3. Document the partial refund in TherapyAppointment

Steps to partially refund the payment in TSYS:

1. Copy the Reference # from TherapyAppointment

  • Find the same payment screen you see the Refund button on
  • 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 TSYS portal

⚠️ Note: Having login issues here? You'll need to reach out to TSYS 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 field
  • Paste the Reference # you copied from our system in there and click the magnifying glass 🔍 icon:

  • Click Refund (left menu):

  • Enter the partial refund amount to the right of Refund Amount near the bottom center:
  • 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

3. 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
  3. Optionally but recommended: 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 Continue button

  • 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)

  • Make a mistake on the date, ref #, or total refund amount? Click the button instead
  • Once you click you should be redirected back to the Billing tab
  • You should see the green Payment Saved message on top
  • You should also see a new grey Client Credit Refund line item with the partial refund $ amount at the top of the billing entries (just below charges):

Steps to partially refund the payment in IBC:

1. Copy the Reference # from TherapyAppointment

  • On the same payment screen you see the Refund button on, you'll find the unique reference # here:

  • Highlight and copy that reference number with your device

2. Partially refund the payment in the IBC portal

Follow the directions to log in to your Merchant Passport Account:

🌐 International Bancard Merchant Portal

⚠️ Note: For steps to perform a partial refund, given the reference #, please contact IBC for those steps. Their phone number is 📞 1-800-827-4880

3. 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. 1. Enter the partial amount you refunded
  2. Select External Credit Refund
  3. Optional but recommended: 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 Continue button

  • 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)

  • Make a mistake on the date, ref #, or total refund amount? Click the button instead
  • Once you click you should be redirected back to the Billing tab
  • You should see the green Payment Saved message on top
  • You should also see a new grey Client Credit Refund line item with the partial refund $ amount at the top of the billing entries (just below charges):

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
  • Click 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. 1. Enter the partial amount you refunded
  2. 2. Select the refund type (Cash or Check)
  3. 3. By default the refund is set to today, change it if refunded on a different date
  4. 4. Ensure the proper DOS has the refund distributed to it. If need be, make manual adjustments
  5. 5. 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:

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