Refunding or Adjusting a Client Payment

There may be instances in which you'd like to refund a payment for a client, or stop future payments within a recurring Client Package. For example, if a client decides to stop working with you, and you'd like to prevent future payments, you will want to change their subscription status. 


Refund a Payment (Full or Partial)

Healthie enables you to directly refund a client the full amount or a partial amount of a payment received through the platform. There is no charge to you, or to your client, to initiate a refund, and the full amount paid by the client will be refunded to the client, unless you indicate a partial refund. 

Here are instructions to do this:

  • Navigate to Billing > Payments 
  • Select Client > Payment > [...] > Refund Payment 
  • Enter the amount you'd like to refund (you are able to partially refund a payment by entering an amount that is below the full paid amount)
  • Click Refund

Within the Transfers tab of your Payments Page, you'll be able to click the transfer and view details. The total amount refunded to the client will be included in the transfer details. 

Learn more about viewing bank transfers

Additional Notes: 

  • Refunds take 5-10 business days to process, and credit will appear on the card that the client used for payment (even if that card was subsequently remove from the system). Clients will receive an email automatically, notifying them of their refund. 
  • Disputes: You are unable to refund the charge if a dispute has been initiated for it. You will either have to accept the dispute, which will result in a $15 chargeback fee and the funds remaining with the client, or you may fight the dispute and then process a refund if won.
  • Charge reversals: If you refund a client's charge within a certain window of the transaction (typically within 24 hours of the original transaction), the refund will go through in the form of a reversal. In the case of a reversal, your customer won't see a refund credit on their statement—they'll just see the original authorization drop off their statement entirely after a few days. There will be no payment, and no refund. It'll appear as if the whole transaction never happened. Their bank should be able to confirm this for them. Depending on your customer's card issuer, the original charge should have disappeared from their pending charges.
  • Healthie does not cover the Stripe fees for refunds: If you refund a client within the Healthie platform, the refund will post on the client's method of payment within 5-10 business days. Client will receive the full amount of the payment refunds. Please note that clients will not pay any Stripe processing fees; the processing fees will come out from the provider's side.
  • Error issuing a refund: Healthie puts in risk prevention checks for when refunds issued are higher than the recent payment processing volume. If you are unable to issue a refund, please reach out to to request assistance initiating a refund. 

If there is a case in which you need make a refund to a client bank account that no longer exists, the client should contact their bank directly to resolve where the money went. 

Stop Upcoming Payments

There may be instances in which you would like to stop a payment from a Client Package. This will ensure that clients are not charged for a service that they no longer need. Clients will not be charged for any recurring payments on that particular package. To do this:

  • Navigate to Billing > Payments > Actions  [...] > Stop Upcoming Payment 

Clients will not receive an e-mail notification that you have stopped payments, so you may want to let your client know that you have made this adjustment in their account.

Learn more about stopping or pausing upcoming payments

Documenting a Refund Check in Healthie

If you've received a check as a refund to your business, we suggest that you record an " Outside Payment" and indicate the check amount and details. This will allow you to maintain accurate financial records for your business. 

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