The refund feature in Aesthetix CRM lets your practice issue full or partial refunds for patient payments directly from the platform, without logging into your payment provider. You can refund transactions made through major providers and card types, track every attempt, and manage it all from one place.
Tip: Aesthetix CRM offers AX Pay, our own payment processing with rates better than Stripe. See AX Pay Overview and Setup Guide.
Refund processing is built into the payment platform, giving you a convenient, flexible way to handle patient refunds:
Process full or partial refunds: Handle refunds according to your practice's needs.
Track refund attempts: Monitor successful and failed refund attempts on the Transaction Details page, so you always have a record of refunded amounts for a specific transaction.
Centralized management: Manage refunds for different payment providers and methods from one platform, removing manual effort and confusion.
The refund action is available for all major payment providers: Stripe, Authorize.net, NMI, and PayPal. It supports Google Pay, Apple Pay, and card payments. Refunds are returned to the bank account associated with the card or the Google or Apple Pay account used.
Note: There is currently no option to refund the subsequent recurring transactions from a subscription. Only the individual transaction you select is refunded.
Resolving patient concerns: Quickly refund a patient who is dissatisfied with a product or service to preserve trust.
Correcting billing errors: Promptly refund a patient who was charged incorrectly or more than once.
Handling cancellations: Refund a deposit or prepayment when a patient cancels a booked procedure or package.
Adjusting pricing errors: Use a partial refund to return the difference when the wrong price was charged.
Applying a missed discount or promotion: Issue a partial refund when a membership discount or promotional offer was not applied at checkout.
Reaching a fair compromise: Issue a partial refund that reflects an agreed-upon resolution when a patient is only partly satisfied.
Go to Payments → Transactions.
Locate the payment you want to refund and click the three dots next to it to open More actions.
Select Refund.
Enter the amount:
Full refund: The total transaction amount is pre-populated automatically.
Partial refund: Edit the pre-populated amount to any value lower than the full transaction amount.
Optionally, add notes. Anything you enter here is for your own records and appears under the Notes column in the refund details for that transaction.
Click Refund to complete it.
Once processed, the transaction status updates (for example, to Partially Refunded).
All successful and failed refund attempts are recorded on the Transaction Details page, so you can track refunded amounts within a specific transaction. You can also filter refunded transactions directly on the Transactions table.
Can I process multiple partial refunds for a single transaction?
Yes, as long as the cumulative refund amount does not exceed the original transaction amount.
Are Google Pay and Apple Pay transactions supported for refunds?
Yes. Google Pay, Apple Pay, and card payments can all be refunded. The amount is returned to the bank account associated with the card or the Google or Apple Pay account.
How long does a refund take to reach a patient's account?
It varies by payment provider and the patient's bank, but a refund generally takes about four to six business days to appear in the patient's account.
Is there a daily limit on the number of refunds I can process?
There is typically no fixed limit, but check with your payment provider to confirm whether they apply any specific limitations.
Why does Authorize.net give the error "The referenced transaction does not meet the criteria for issuing a credit"?
This means the refund does not meet Authorize.net's criteria. Authorize.net only allows refunding a transaction after 24 hours from the transaction time. Refunding older transactions depends on your provider's policies and time limits, so review their guidelines or contact their support.
Can I limit which team members can issue refunds?
User-specific refund permissions are not currently available. The best way to identify refunds is to review the transaction details, where every refund attempt is recorded. You can also filter refunded transactions on the Transactions table.
Can I refund a recurring subscription charge?
Not at this time. There is currently no option to refund subsequent recurring transactions from a subscription. Only the individual transaction you select can be refunded.
