RevPay – How to Void/Refund a Payment

Before You Begin

• Ensure the invoice is Authorized before attempting to void or refund the payment.

Important: Payments posted via RevPay cannot be refunded directly from the invoice. Refunds must be processed from the patient’s Account component under the Payment History tab.

Steps to Void or Refund a Payment

1. Navigate to Payment History

• Open the Invoice with the existing credit card payment 
• Select the   Payment History tab.

2. Locate the Correct Transaction

• Identify the payment line item associated with the credit card transaction.
• Look for a reference number that resembles a RevPay reference number.

3. Initiate the Void/Refund

• Select the Payment History Tab and then Click the red cancel icon on the right-hand side of the transaction.
  • (When hovering over this icon, it will display “Void/Refund Payment”)

4. Complete the Refund

1. The Void/Refund module will appear.
2. The total payment amount will default in the 'Amount' field
3. If a Partial Refund is required you may edit the Amount to an amount less than the total amount paid (RevPay has built in safeguards that will prevent you from refunding an amount greater than the original payment)
4. Enter a reason for the refund.
5. Click the Void/Refund button in the bottom-right corner.

5. Confirm the Refund

• A confirmation message will appear indicating the refund was successfully processed.
• Refunds typically take 3–5 business days to be returned to the patient’s account.

Note: Funds are transferred from the practice account to the patient through Adyen.

What Happens After the Refund

• A credit is created for the refunded amount and then refunded to the patient.
• The invoice will become active again, and the balance due will no longer show as zero.

Viewing Refund and Credit Details

Credit History

• Navigate to the Account Component within the Patient's file.
• Click Credit History to view the credit created during the refund process. (When a refund is processed a credit is automatically created, and that credit is then used to generate the refund)

Refund History

• Click Refund History to view details of the processed refund.

Reporting on Refunds

To view refunds across patients:

1. Go to Reports (top menu)
2. Select Accounting
3. Choose Refunds
4. Set your desired date range
5. Under Report Output, select Detailed
6. Reports are organized by payer

Summary

Voiding or refunding a payment in RevPay restores the invoice balance, creates a corresponding credit, and processes the refund back to the patient within a few business days. Reporting tools allow you to track and reconcile these transactions effectively.