How to refund a payment

An order is created when a booking is made for a medical with an associated cost.

Payments for orders can be recorded or collected via the Full Health Platform.

Payments by cash or those completed using a third-party terminal can be logged or payments can be processed via the Full Health Platform using Stripe.

A payment made by a client can be cancelled or refunded if required.

To access a payment record

From the top bar, click Clients > select Payments.
Apply filters to find a specific record > click Filter > click on the Transaction number to open.

Open the client's medical.
From the left sidebar, under Financial, select Orders.
Click the relevant Order number to open the order.

How to refund a payment

From the open Order > click Refund items
Select the line items and the amount to be refunded.

Select the rebate Reason. Providing a note is optional unless Other is selected as the refund reason, in which case a note is required.

Processing times vary between financial institutions; it may take up to 10 working days for Stripe refunds to be credited to the client's account.

Although there are no technical time limitations to processing a refund, Stripe does not recommend that users create refunds more than 90 days after the payment date.

Issues after this time frame may work but increase the likelihood of an issue, such as a change of bank details.

Therefore, if you wish to make a refund after a longer period of time, Stripe recommends that you first check that the client’s account or card number is still active.

Refund restrictions

There are a small number of restrictions to be aware of when processing refunds:

Once an order has been fully paid and subsequently fully refunded, no further payments can be applied to that order.
If payment is required after a full refund has been processed, a new order must be generated. This can be done by updating the product assigned to the medical.