Refund or return a product

When you refund a payment, you can give a refund immediately or save the refund. If you save the refund, the amount will appear as a credit on the Financial Activity tab on the client’s record. This credit can then be applied to an unpaid invoice.

Note: Before you begin, make a note of the original payment method used to pay for the product being returned.

1. Search for and select a patient.
2. Click Give Refund.
3. From the Provider drop-down list, select a provider.
4. Enter a note that explains the reason for the refund. 
5. In the Product/Service area, enter the item for which the refund is being issued.
6. Adjust the quantity for the item and make any other changes needed.
7. Click the Ready to Pay button to close the invoice.
   Note: The refund amount is a credit on the account until you are ready to refund the amount or apply it to another visit.
8. If you are ready to issue the refund, click Refund. You will automatically be taken to the client Outstanding Invoices page, and the refund will be selected.
9. Click Refund. The Give Refund window will open.
10. Review and update the refund details, as needed.
    For manual payments (cash, check, etc.) only. Change the date, if necessary.
11. Click Refund.
12. For IDEXX Payments or CareCredit Integrated, the IDEXX Payments or CareCredit Purchase window will open, respectively. Complete the additional refund details.  
    IMPORTANT for CareCredit Integrated: In the Refund details section, the Refund Amount defaults based on the purchase transaction selected. Review or update to make sure it is the correct amount you are refunding the client. 
13. In the message that appears at the top right of the window, click to print the invoice.