How to refund a terminated client's CC

Table of Contents
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Task assigned every 2 weeks.

  1. Go to Billing >> Patient Aging Report & Batch Statements
  2. Set Balance = Has Unassigned Credit
  3. Open all Client files that have a credit
  4. Review past sessions (view – All Items) and see if the credit needs to be applied to older sessions.  You are determining why there is a credit on their account before refunding.  Examples:
    1. Low insurance payment with a $0 client payment.  Should the client have been charged??
    2. A couples’ session should have been charged $125, not $110. Should the balance owed be changed to $125, and the credit applied to the balance?
    3. A written-off balance checkbox was accidentally checked on an appointment.  
    4. As a simple rule of thumb, we should have collected around $100 for every therapy session.
  5. Refund client if:
    1. Termination Note exists, AND
    2. There are no future sessions AND
    3. There are no pending insurance claims.

How to refund:

  • If the CC used is still on file in TN,
    • Select ‘Enter Refund’
    • Choose the correct CC and click the Refund button.
  • If there is no CC on file in TN:
    • Login to Cardpointe:  https://cardpointe.com/
    • Go to Reporting
    • Filter the dates to a range which would include the payment date
    • In TN go to a recent Client Portal Payment and click it to view the reference number.
    • Search and click the reference number in Cardpointe
    • Click on Refund
    • Enter the appropriate amount
    • Refund reason = “Overpayment”
    • Record the Refund in TN

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