Refunding Client Payments – TherapyMate

This article will show you how to refund payments and reflect those refunds in a client's chart.

Refunding Check or Cash Payments

Go to the patient’s Payment page. Locate the client's payment you wish to refund. Click on the edit button as show below:

On the payment edit window, delete the amount from the Invoice line and move it to the Credit line. In this example. We are going to delete the $30.00 check payment that was credited to Invoice 3948 and move the amount to the Credit box. Click update when done.

After you clicked Update, you will notice that there is now a $30.00 credit on the client’s account. You can use the same process if it was a cash payment.

You can leave this credit in the client's chart to be used later if they agree or you can continue following this article to issue a refund.

In this next step you will click on the Edit/Refund link.

In the highlighted fields below enter the amount you want to refund. This could be all or a partial refund. Enter an explanation and then your check number that you are going to send to the patient by writing a check manually and mailing to them.

Click Update when done.

The payment window will now show that the credit was refunded.

Manually make out your check and give it to the client or mail it to them. Your practice income page has been automatically adjusted.

This last step must be done to remove or update the client charge from that same invoice. Go to the client’s Patient Billing page. Click on the invoice number.

Here is the invoice. We want to edit the invoice and remove or change the amount of the Client Charge line from this invoice. Click on Edit.

In the edit view, go to the client charge line and change the dollar amount if a partial refund was given. If a full refund was given you can remove the Patient Charge, click on the “X” on the right hand side as shown below:

If you want to leave a reference to what you did on the invoice, put your comments in the Memo box.

Click Save when done. This completes the check or cash refund process for this patient.

Refunding Credit Card Payments from a Client's Invoice

You can refund a Stripe payment directly from a client's invoice.

Locate the invoice where you need to refund all or part of a credit card charge.

Click on the Refund button shown above.

Enter the amount you wish to refund in the window. You can refund the entire amount or just a portion of the original amount. Enter the reason for the refund.

Screenshot 2025-03-17 at 10.12.21 AM.png

4. Click the Submit button when done.

5. The invoice will be updated with a new line showing the refund that was processed through Stripe.

Refund invoice.png

Notice the Total Due at the bottom of the invoice. I now shows the uncollected amount after a refund was processed. You can edit the invoice and change the dollar amount on the Patient Charge line to change or correct the Total Due as needed.

Refunding Credit Card Payments Directly in Stripe

Use this process if you need to refund a client's credit card payment directly from Stripe.

Go to the client's Payments page, find the payment you wish to refund and click the edit button as shown below:

On the payment edit window below, delete the amount from the invoice line and move it to the Credit line. In this example. We are going to delete the $30.00 check payment that was credited to Invoice 3948 and move it down to the Credit box. Click update when done.

After you clicked Update, you will notice that there is now a $30.00 credit on the patient’s account.

In this next step you will click on the Edit/Refund link.

In the highlighted fields below enter the amount you want to refund. This could be all or a partial refund. Enter an explanation and then the original credit card authorization number.

The client's payment page will now show that the credit was refunded according to TherapyMate. See below:

Screenshot 2025-03-20 at 10.09.28 AM.png

To complete the refund, you must login to our Stripe account and perform the following steps:

Copy and paste the original stripe authorization/payment number in the Stripe search box as shown below:

The search results will take you to a page like the following:

Click on "Succeeded" as show above to open the payment details.

Click on the Refund button and enter the dollar amount and a reason for the refund. Click the blue Refund button to finish refunding the payment.

This last step must be done to remove or change the patient charge line on that same invoice. Go to the patient’s Patient Billing page. Click on the invoice number.

Edit the invoice and remove the Patient Charge line from the invoice or change the dollar amount to $0.00.

To remove the Patient Charge line entirely, click on the “X” on the right hand side as shown below:

If you want to leave a reference to what you did on the invoice, put your comments in the Memo box.

Click Save when done. This completes the credit card refund process for this patient.

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