How can I handle refunds if the card is inactive?

In the event that the credit card used for the original payment is no longer active, reach out to the patient/client to confirm if they have an active account with the card's issuing bank. If they do, proceed with issuing the refund to the original credit card, and the funds will be automatically transferred to their active bank account.

If you process a refund to a closed bank account, the transaction may be returned as a positive chargeback. In such cases, both you and the patient/client will be notified of the chargeback. To resolve this situation, collaborate with the cardholder to issue the refund in the form of a check, cash, or an adjustment transaction to a different card.

If the credit card is not currently added to the patient's/client's chart, you can still process the refund directly through Payconex using the manual refund method. For step-by-step instructions on how to process refunds in Payconex, check out this article.

If you have any questions, please contact us.