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There any many different factors that determine patient payment responsibility. Changes in treatment plans, insurance claims, or additional discounts can alter the cost of treatment dramatically.

Dental Intelligence Payments in Engagement strives to deliver a simple, streamlined refund process to positively influence the patient’s overall impression of their dental experience.

in this article, you'll learn how to:

Process a Refund
Post a Refund to the Ledger
Patient Refund Receipts

Interested in adding Engagement Payments with Clearent? CLICK HERE and one of our representatives will reach out to you to help you get set up.

Process a Refund

Important notes:

Refund functionality in Engagement is an option for practices using Clearent.
Transactions can only be refunded if they were made within the last 13 months.
If you are unable to access Payments or make changes, you have not been granted permission in your user profile. Contact an admin team member in your practice to enable access or work with them to complete the steps outlined in the instructions below. Click here to learn how to update user permissions.

Access Payments from the left side menu of Engagement
From the Transactions tab, select the date range for the refunds you'd like to track (Note: The date range will default to the current month)
From the list of Posted to ledger transactions, select the patient whose payment should be refunded (Transactions that have not been posted cannot be refunded)
Click on the Actions button on the righthand side of the desired patient line item
Click Refund from the dropdown menu
In the refund window, enter the dollar amount that you would like to refund the patient (it can be a complete or partial refund if desired), then click Confirm

When is a refund returned to a patient's bank account?

Refunds will be deducted from the same batch as transactions processed on the same day, which means they will be deducted 2 business days after processing. However, it may take up to 7-10 days for the refund to be posted back to the patient's account, as this depends on how long it takes for the bank to post the refund.

Post a Refund to the Ledger

Important: You can enable Engagement Payments settings to automatically post payments and refunds to the ledger in your Practice Management Software. Click here to learn how to enable this setting.

Additional notes for Eaglesoft users:

Eaglesoft users must be on Engagement Bridge version 122 to utilize this feature. Click here to learn more about updating your bridge.
If you would like to modify the description of the payment or refund on the ledger, please contact support.

Once you have elected to refund the patient, the patient will be moved into the 'Not posted to ledger' section in the Transactions tab

Click the Actions button and then click Post to Ledger to post the transaction in your practice management software
View the refunded transactions total in the upper right corner of the Transactions tab