Issue patient refunds
*Note: The visuals below reflect an organization using NexHealth Payments with Ledger Sync. The process is identical without Ledger Sync.
1. Navigate to the Transaction History tab of Payments.
2. Locate the transaction that needs to be refunded.
3. Click on the ellipsis to the right of the transaction.
4. Select Refund payment.
5. A modal opens with transaction details. Click on Send refund.
6. Enter the Refund amount (this can be full or partial) and Reason. Add additional details if desired.
7. Click Refund. The refund will be returned to the patient’s original method of payment, and will typically appear in 2-5 business days.
8. Click Close. Afterwards, you will see both the original transaction and the refund reflected as separate transactions in your Transaction History.
9. After a refund is issued, click on the ellipsis next to the transaction, and select Show details.
10. The details now show a timeline of the refund.
If a duplicate payment is made accidentally, you will need to refund one payment to reverse the inaccurate charge. Note: if you refund the full balance back to the patient, you will absorb the cost of the processing fees.
Manage credit card disputes
If a patient disputes credit card charges from your office, all Admin Payments users at that location will receive an automated email informing them of the dispute and containing a link to respond to the dispute in NexHealth. Disputes are time-sensitive, so you must respond with the requested details as soon as possible. You will automatically receive emails from NexHealth notifying you when the dispute has been resolved and the final outcome. If the dispute is ruled in your favor, you will retain the payment. The funds will automatically be withdrawn and issued to the patient if the ruling is in their favor.
*Note: The visuals below reflect an organization using NexHealth Payments with Ledger Sync. The process is identical without Ledger Sync.
1. Either open the link in your Dispute email; or navigate to the Transaction History tab in Payments, locate the transaction with Disputed as its status, click on the drop-down arrow next to Disputed, and select Show dispute.
2. A modal will open with options to either Accept dispute or Counter dispute.
3. Make your selection and add the requested details.
4. You will receive an email once the dispute has been resolved, informing you of the outcome.