Refund a payment

Refund a paid sale

Velarya refunds a payment from the sale in Transactions. The same Refund action covers a whole visit, part of it or single treatments, and Velarya works out how the money goes back.

1. Open the sale. Select Transactions in the left sidebar and select the patient’s sale, or open the appointment’s panel on the Front Desk or Calendar and select the open icon next to Transaction.
2. Select More actions, then Refund. Refund this transaction opens with the Transaction total, and any amount Already refunded.

3. Choose how much to refund:
   • Full refund, which shows everything still refundable.
   • Partial refund, then enter the amount.
   • Refund specific lines, then select each item to refund, and set how many for a line with more than one. Each line offers what is left to refund on it, and a preview lists each line and the total.
4. Choose a Reason: Service cancelled, Part of service not delivered, Pricing error, Goodwill, Duplicate charge or Other. At a location with e-invoicing, Other also needs an Explanation in Arabic, which goes on the patient’s credit note.
5. Add an Internal note (optional) for your team, such as what the patient asked for. The sale’s timeline shows it with the reason.

6. Select Refund with the amount. “Refund issued” appears, and the sale shows how much went back, such as “Fully refunded” with the amount, or “Partially refunded” with what was returned and what remains.

You can also refund from the list: in Transactions, open the row’s menu and select Refund. To refund single treatments, open the sale itself.

Where does the refunded money go?

A Velarya refund returns the money the way the patient paid, and records it on the sale either way.

The sale’s Payment reads Refunded, and the list shows Refunded, or Refunded with the amount after a partial refund. The timeline’s Refunds tab records who refunded what, when and why, with the reason and the internal note. Total Revenue in Transactions counts only what you kept.

Reverse an unpaid sale

A Velarya sale with no payment on it is reversed instead of refunded, because there is nothing to give back. Refund on an unpaid sale closes it as Void: “Transaction reversed” appears, and the sale reads “This transaction was reversed and is excluded from revenue”. A draft saved with Save for Later is discarded instead, from Discard on the draft.

Refund a cancellation or no-show fee

In Velarya, a late-cancel or no-show fee charged to the patient’s card is refunded from the appointment’s panel with Refund fee, as Cancel or reschedule an appointment shows. Refund fee takes Issue refunds too.

What do patients see?

Patients hear about a Velarya refund as soon as you issue it.

• The refund notice. The patient gets a refund notice by email and in the patient app. If they have turned texts on, they also get a text asking them to check their email or the app.
• A refund receipt. On a refunded sale, More actions > Email refund receipt emails “Your refund receipt from” your practice’s name, with the amount refunded and a View your receipt button. It needs an email address on the patient’s profile.
• Points. Velarya takes back the points the refunded amount earned, as How points work explains.

How do refunds behave?

Velarya refunds follow these rules:

Take payment at checkout covers how each payment method is recorded in the first place.

If something goes wrong

There is no Refund in More actions. Your role needs Issue refunds at the sale’s location, which Admins and Location Managers hold. The action also stays hidden on a draft, a reversed sale and a sale that has been fully refunded. Ask an Admin or Location Manager to issue the refund.

“Refund amount exceeds the remaining refundable balance”. The amount is more than what is left to refund. Enter the amount shown next to Full refund, or less.

“Card refunds are not set up for this location yet.” The payment account that took this card payment is not reachable, for example because it was disconnected. An Admin checks the account’s status in Organization settings > Payments, as Connect your payment account shows.

“Order is already refunded”. Everything the patient paid has gone back, for example because someone else refunded it a moment before you. Check the sale’s timeline under Refunds.

“This order has nothing left to refund.” Nothing on the sale can be returned, for example because the deposit was kept as a late-cancel or no-show fee. To return a kept deposit, reverse the no-show or restore the appointment first, as Cancel or reschedule an appointment shows.

“This transaction cannot be refunded in its current state.” The patient has disputed the card payment with their bank, so the dispute decides whether the money goes back. Wait for the dispute to close.

The Refund button stays grayed out. Choose a Reason. For a partial refund, enter an amount above zero and no more than the amount next to Full refund. For Refund specific lines, select at least one line.

“Forbidden: location access denied”. You don’t work at the sale’s location. Ask an Admin to add the location to your profile, or ask a Location Manager there to refund it.

“This refund could not be completed. Please try again.” The payment account didn’t complete the refund, and nothing was recorded on the sale. Try again in a few minutes.

“A refund could not be completed” in your notifications. The patient’s bank turned a card refund back after Velarya recorded it. Velarya reverses it on the sale, so the amount is refundable again. Open the sale from the notification and return the money to the patient another way.