Online Payments & Refunds

Online Payments & Refunds


Online Payments & Refunds:
To setup online payments you will need to have an account with a credit card processor. (We are setup to run with Moneris, and Paymentech is in the works.) Once you have configured your account we just need the Store ID & API Token, and we can connect it to your account. 

Online Payment & Refund Options:
You will be able to specify 1. which service lines require online payment, 2. if you would like to charge the full appointment fee or a just a deposit, 3. refund timeframe, and 4. cancellation fee.  

- Online Payments are processed in advance of the appointment in 2 different ways:
  1. Patients book their own appointments through the public booking site or the walk-in site. Or
  2. The appointment is booked internally and the patient will be presented with a payment required page when they follow the link from their email to fill out their questionnaire.
- An 'Online Payment Processed' timestamp will appear on the patient's appointment detail tab.
- When a patient cancels their own appt online a refund is generated automatically (if you allow for a refund).
- When an appt is canceled internally the refund must be processed separately, and you will have the option to include or waive a cancellation fee.
- Refunds made same day are considered a VOID and are not subject to cancellation fee. 

1. Specify which Service Line(s) Require Online Payment:
Go to the Setup Menu > Service Line Setup > Charges tab. 
- 'Display on public booking site and add to appt upon booking' must be checked on.
- 'Process payments and refund on patient's credit card online' must be checked on.
> This will expose the rest of the options that need to be configured correctly (explained below).

2. Specify if you would like to charge the Appointment Charge or a just a Deposit:
There is a drop down menu where you can select one or the other. There are a few differences to note:
Appointment Charge:
- Patient(s) will be asked to process a payment for the full amount of the Appointment Charge in the field above. 
- For group bookings, each patient in the group will be asked to process their payment online in advance of the appointment 
   ~ When group bookings are made online the payment is applied to the patient who booked the appointments online, the other patients will be presented with a payment required page when they follow the link from their email to fill out their questionnaire.
   ~ When group bookings are made internally each patient will be presented with a payment required page when they follow the link from their email to fill out their questionnaire.
Deposit:
- If this option is selected an additional field will appear where you can input the Deposit Amount. (Once the deposit is collected that amount will be deducted from the appointment charge on the patients billing tab.)
- For group bookings, the deposit amount will only be required one time regardless of the number of patients. 
   ~ When group bookings are made online, the deposit is applied to the patient who booked the appointments only, the other patients will have the full amount of the appointment charge left outstanding on their billing tab. (They will not be presented with a payment required page.)
   ~ When group bookings are made internally, only the first patient selected will be presented with a payment required page when they follow the link from their email to fill out their questionnaire to pay the deposit amount. The other patients will have the full amount of the appointment charge left outstanding on their billing tab (they will not be presented with a payment required page).
- Deposits do not apply to follow-up appointments. If 'Apply to Follow-up' is checked on above, the patient will be asked to pay the Appointment Charge for follow-ups, not the deposit amount. (If 'Apply to Follow-up' is not checked on, the charge can be configured on the follow-up tab. If $0.00 the payment required page will not be presented to the patient.)

 3. Refund Timeframe: 
Allow refund for up to ____ days before the appointment.
- Enter the number of days before the appointment you would like to offer a refund if the patient cancels their own appointment.
- (0 days = same day, 1 days = day before etc. Weekends are included.)

 4. Cancellation Fee: 
Cancellation fee (subtracted from refund): ____ ($)
- Enter the amount you would like to charge for a cancellation fee if the patient cancels their own appointment and receives a refund.
- If you cancel the appointment internally you will have the option to accept, edit or waive the cancellation fee. 
- (Keep in mind you will be charged a small processing fee from the credit card company to process refunds)


Cancel Appointment and Refund Internally:
If you do not allow your patients to cancel their own appointments online, or if they would like you to do it for them:

- To cancel the appointment: Click the appt status box and select 'Cancel Appointment' 
- To issue a refund:
   > Go to the patients billing tab, near the bottom will be an 'Online Credit Card Transaction' box. (If you do not see this box please check with head office and/or tech support regarding permissions.)
   > Find the transaction that requires a refund and hit the Refund button. 
   > You will be presented with a pop-up to confirm the action and cancellation fee. 
NOTE: If you need to issue a refund on the same day as the transaction, there will be a VOID button instead of a REFUND button. You WILL NOT have the option to charge a cancellation fee when using the VOID button. You will have to wait until the next day or give a full refund to the patient. 

Click here to learn more about: Rescheduling & Canceling Options