PERMISSIONS REQUIRED: You must have Administrator Permissions or higher to refund a payment.
If a client was incorrectly charged, you can issue a full refund for the transaction.
The system processes payments using two different secure payment processors: Vantage, and Ensora Payments with Stripe. The steps to refund a payment to a client in the system depends on your payment processor.
How do I know which payment processor the system uses for my practice?
Depending on which payment processor your practice is using, click the appropriate link below to learn how to refund payments to clients in the system.
NOTE: For payment-related questions, please contact the payments team at 844-311-2570 or payments.support@ensorahealth.com.
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Refund a Payment: Ensora Payments & Stripe
If a client was incorrectly charged, you can issue a full refund for the transaction on the Ensora Payments report. You cannot process partial refunds at this time. Please confirm the payment method on file is ACTIVE/NOT CANCEL before processing a refund.
IMPORTANT: If you are processing payments using Ensora Payments with Stripe, NEVER refund a payment using the Stripe dashboard. Refunds processed in the Stripe dashboard will not be reflected in the system.
- Click on the Reports tab in the menu bar.
- Click on the Therapy Brands Pay report in the Billing section.
- Enter the Transaction Date Range to search for the appropriate transaction.
- Click a Column Header to sort the report according to that column's ascending or descending order, or use the Search to Filter field in the column header to narrow results.
- Optional: Click the Customize Grid drop-down to hide or show report columns.
- Locate the appropriate transaction and click the Cancel Payment button.
NOTE: If the payment has not yet been processed, this will Void the transaction and remove it from the report. However, since payments with Ensora Payments and Stripe process almost immediately, most cancelled transactions process as refunds.
- Click Confirm on the Cancel Payment window.
- Click Refund Receipt to generate a printable receipt for the refund.
Once the funds have transferred successfully the status will change to Refunded. The client’s balance will be recalculated and the payment will be removed from their ledger.
A daily lump withdraw for refunds processed the day prior (or anywhere between 1-3 business days prior, depending on bank) will be debited from your account.
NOTE: Our processing fees cover the movement of funds for successful transactions. Because of this we are unable to refund our customers the processing fees of refunded transactions. The full amount of the Client's transaction will be debited from your account.
Refund a Payment: Vantage
If a Client was incorrectly charged, you can issue a full refund for the transaction on the Vantage Payments Report. You cannot process partial refunds at this time.
IMPORTANT: Refunds can be processed within one year of the original Payment Date. Any Payment after the one-year mark will need to be refunded via check back to your Client. Support can help remove the Payment records from the Client Ledger if needed.
Please confirm your credit card on file is ACTIVE/NOT CANCEL before processing a refund.
- Click Reports tab in primary navigation bar.
- In Billing section click Vantage Payments.
- Enter Transaction Date Range to search for appropriate Credit Card transaction.
- Filter the Report by clicking the column header to sort data or click in Search field to narrow results.
- Locate appropriate Transaction.
- Click Void if transaction charge has not been settled.
- OR click Refund if transaction charge has been settled.
- Confirm Void or Refund.
NOTE: Voiding a charge will remove it from the Report.
- The Status will change to Refund in Progress and you will be able to print a refund receipt.
Once the funds have transferred successfully the status will change to Refunded. The Client’s balance will be recalculated and the payment will be removed from their Ledger.
A daily lump withdraw for refunds processed the day prior (or anywhere between 1-3 business days prior, depending on bank) will be debited from your account.
NOTE: Our processing fees cover the movement of funds for successful transactions. Because of this we are unable to refund our customers the processing fees of refunded transactions. The full amount of the client's transaction will be debited from your account.