Refund a Payment

  Permissions: You must have Administrator Permissions or higher. 

If a client was incorrectly charged, you can issue a full refund for the transaction. 

TheraNest processes payments using two different secure payment processors: Vantage, and Therapy Brands Pay with Stripe. The steps to refund a payment to a client in TheraNest depend on your payment processor.

How do I know which payment processor TheraNest uses for my practice?

Depending on which payment processor your practice is using, click the appropriate tab below to learn how to refund payments to clients in TheraNest.

NOTE: For payment-related questions, please contact the payments team at 844-311-2570 or [e-mail].

Refund a Payment: Therapy Brands Pay & Stripe

If a client was incorrectly charged, you can issue a full refund for the transaction on the Therapy Brands Pay Report. You cannot process partial refunds at this time. 

Please confirm the payment method on file is ACTIVE/NOT CANCEL before processing a refund.

IMPORTANT: If you are processing payments using Therapy Brands Pay with Stripe, NEVER refund a payment using the Stripe dashboard. Refunds processed in the Stripe dashboard will not be reflected in TheraNest.

1. Click on the Reports tab in the menu bar. 
2. Click on the Therapy Brands Pay report in the Billing section. 
   
   
   
3. Enter the Transaction Date Range to search for the appropriate transaction. 
   
   
   
4. Click a Column Header to sort the report according to that column's ascending or descending order, or use the Search to Filter field in the column header to narrow results. 
   
5. Optional: Click the Customize Grid drop-down to hide or show report columns. 
   
   
   
6. Locate the appropriate transaction and click the Cancel Payment button.
   

   NOTE: If the payment has not yet been processed, this will Void the transaction and remove it from the report. However, since payments with Therapy Brands Pay and Stripe process almost immediately, most cancelled transactions process as refunds.

    
   
   
   
7. Click Confirm on the Cancel Payment window.
   
   
   
8. Click Refund Receipt to generate a printable receipt for the refund. 
   

Once the funds have transferred successfully the status will change to Refunded. The client’s balance will be recalculated and the payment will be removed from their ledger.

A daily lump withdraw for refunds processed the day prior (or anywhere between 1-3 business days prior, depending on bank) will be debited from your account.

NOTE: Our processing fees cover the movement of funds for successful transactions. Because of this we are unable to refund our customers the processing fees of refunded transactions. The full amount of the Client's transaction will be debited from your account. 

Refund a Payment: Vantage

If a Client was incorrectly charged, you can issue a full refund for the transaction on the Credit Card Charges Report. You cannot process partial refunds at this time.

IMPORTANT: Refunds can be processed within 1 year of the original Payment Date. Any Payment after the 1-year mark will need to be refunded via check back to your Client. Support can help remove the Payment records from the Client Ledger if needed.

Please confirm your credit card on file is ACTIVE/NOT CANCEL before processing a refund.

1. Click Reports tab in primary navigation bar.
2. In Billing section click Credit Card Charges.
3. Enter Transaction Date Range to search for appropriate Credit Card transaction. 
4. Filter the Report by clicking the column header to sort data or click in Search field to narrow results.
   
   
5. Locate appropriate Transaction.
6. Click Void if transaction charge has not been settled.
7. OR click Refund if transaction charge has been settled.
   
   
8. Confirm Void or Refund.
   

   NOTE: Voiding a charge will remove it from the Report. 

9. The Status will change to Refund in Progress and you will be able to print a refund receipt.

Once the funds have transferred successfully the status will change to Refunded. The Client’s balance will be recalculated and the payment will be removed from their Ledger.

A daily lump withdraw for refunds processed the day prior (or anywhere between 1-3 business days prior, depending on bank) will be debited from your account.

NOTE: Our processing fees cover the movement of funds for successful transactions. Because of this we are unable to refund our customers the processing fees of refunded transactions. The full amount of the client's transaction will be debited from your account.