ℹ️ Access to refunds may be limited by your Digital Practice system administrator, also some PMS providers don’t allow us to trigger refunds. Please contact your system administrator and/or your PMS account manager for further info.
| Ascend | Provet | Teleos | Robovet | Merlin | ezyVet | VetIT | Animana | Lupa |
Refund pre payments | ✅ | ✅ | ✅ | ❌ | ❌ | ✅ | ❌ | ❌ | ❌ |
Refund invoice payment | ❌ | ✅ | ❌ | ❌ | ❌ | ❌ | ❌ | ❌ | ❌ |
Refund invoice + create credit note | ❌ | ✅ | ❌ | ❌ | ❌ | ❌ | ❌ | ❌ | ❌ |
How does the client get their money back and what charges are there?
For both prepayment and invoice refunds
The client will receive the full amount they paid back to their original payment method
There are no additional fees for processing refunds, but Stripe’s fees on the original payment will not be returned to the clinic’s account
Partial refunds are not permitted, they must be for the same value as the original payment link
Prepayment refunds
Find the payment you want to refund in Digital Practice.
Either search using the top toolbar (you can search by Client ID, Client name, Client phone number, Owner or Amount)
Or open the payments screen directly
Once you have found the payment, click on the 3 dots 'More' menu on the right hand side and select 'Refund'.
A pop-up message will appear so you can confirm the details, then select 'Refund'.
You will see a confirmation in the top right of your screen...
...and a message will go back to the client.
The original payment status will be updated to ‘Refunded’.
A new negative entry will be added to the client's account with a payment status of ‘Refund’.
Invoice refunds
ℹ️ As per the table above, this is currently only available for Provet clinics.
The process for requesting refunds for these is exactly as described above for prepayments. There are two methods available depending on what settings have been chosen for your clinic.
Refunding an invoice payment - made against the invoice selected when sending the original payment request link
Refunding via credit note - a credit note is raised against the client's account for the value of the refund (and marked as paid) and associated with the original invoice
PLEASE NOTE, partial payments are not allowed when credit note refunds are active, this is a current limitation of the Provet API.