For use with NexHealth Payments
Overview
Issue patient refunds
The visuals below reflect an organization using NexHealth Payments with Ledger Sync. The process is identical without Ledger Sync.
1. Go to Transaction history.
Navigate to the Transaction History tab of Payments.
2. Locate the transaction to refund.
Locate the transaction that needs to be refunded. You can scroll or use the Find a patient search bar above the table.
NexHealth can only issue refunds for transactions which were completed within NexHealth.
3. Click the ellipsis (...), then select Refund payment.
Click on the ellipsis to the right of the transaction, then select Refund payment. |  |
4. Enter the refund amount
 | A window opens with transaction details. Enter the Refund amount (full or partial). |
If the payment that you’re refunding had surcharge fees added, you need to refund a proportionate amount of those collected fees back to the patient along with the refund amount. The user should enter the pre-fees amount that needs to be refunded into the left field, and NexHealth will calculate the amount of surcharge fees that need to be refunded on the right. This ensures perfect accuracy and compliance.
5. Click Refund.
Click Refund. The refund will be returned to the patient's original method of payment - refunds cannot be issued to a different card, account, or payment method. Refunds typically arrive in 2-5 business days.
Fees for the original payment won't be returned, but there are no additional fees for the refund.
Afterwards, you will see both the original transaction and the refund reflected as separate transactions in your Transaction History and in all Payments-related reports. This makes it easier for you to keep track of the individual transactions in your patient ledgers and bookkeeping.
Sync the refund
For those with Ledger sync, the refund does not automatically sync. You’ll need to manually post the refund to your EHR and then mark it as posted.
1. Enter refund into EHR ledger.
Manually post the refund in your EHR ledger.
2. Mark as posted.
Go to Transaction history, find the refund, and then click Mark as posted.
FAQ
How do I provide a refund to a different card?
NexHealth does not support refunding to a different card or payment method. Refunds are always returned to the patient's original method of payment from the transaction being refunded. If the patient no longer has access to the original card or account, they will need to work with their bank or card issuer to receive the funds.
Can I refund a payment to a different payment method (e.g., card payment refunded as cash or ACH)?
No. Refunds in NexHealth are processed back to the original payment method only.
What if the patient's original card is closed or expired?
The refund will still be issued to the original card on file. In most cases, the patient's bank will route the refund to their new account on file with that bank, but the patient may need to contact their bank if there's an issue receiving the funds.