Refunding a patient

This guide shows you how to issue a full or partial refund in the SynchPay portal. The steps are the same whether the patient paid by card or account-to-account (A2A), and SynchPay sends the money back the same way it came in.

• You'll need the patient's name, account number, or ID, and the approximate date of the payment.

• Check the FOX refund SOP for whether to refund the $3 convenience fee. That decision belongs to FOX, not SynchPay.

Select Payments in the left menu. This screen shows every payment across all patients.

Search for the patient, then narrow the list:

• Date range: set a start and end date

• Status: filter to completed payments

• Sort: by date or amount

Open the payment's action menu and select Refund.

Enter the amount you're returning to the patient, not the corrected total.

Example: A patient paid $150 but only owed $125. Enter $25, not $125.

For a full refund, enter the full payment amount.

About the convenience fee: A $100 credit card payment taken by phone charges the patient $103. Whether you refund $100 or $103 depends on FOX's SOP.

Drag and drop a receipt or supporting document from another system if you have one. This is optional but recommended.

Note the reason for the refund. This is for FOX's internal records.

The refund is processed and recorded under your user account.

• The payment shows a refunded status in the Payments list and on the patient's profile.

• The patient automatically receives an email confirming the refund, sent to the email address on their profile.

• SynchPay generates a refund receipt automatically. Save a copy to the patient's account in FOX's system as proof of the refund.

• The payment was made in InstaMed before launch. SynchPay can only refund payments it processed. Refund older payments in InstaMed.

• The patient wants the refund notice sent to a different email. Update the email address on the patient's profile before you submit the refund, or forward the refund receipt yourself.

• The patient asks when the money will arrive. Timing depends on their bank or card issuer. Card refunds usually take several business days to appear on a statement.

• You want to void a same-day payment instead of refunding it. Use a refund. Don't tell patients a payment has been "voided."

• You refunded the wrong amount. Contact SynchPay support right away with the payment date, amount, and patient ID.

Email support@synchpay.com or submit a ticket from the Requests tab in the portal.