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Engagement: Void a Payment and Payment Refunds
Engagement: Void a Payment and Payment Refunds

Learn how to void a same-day transaction and process refunds for all payments made in the Engagement module

Emily Allred avatar
Written by Emily Allred
Updated over a week ago

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:

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

Please note: The Payments tab is only accessible to users with admin privileges. Refund functionality in Engagement is an option for practices using Clearent.

  1. Access Payments from the left side menu of Engagement

  2. 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)

  3. 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)

  4. Click on the Actions button on the righthand side of the desired patient line item

  5. Click Refund from the dropdown menu

  6. 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

Voiding a Transaction

If a refund is issued the same day a payment is made or if the payment has not yet been processed, the payment will be voided and the funds will not be taken from the patient's account.

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.

  1. 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

  2. View the refunded transactions total in the upper right corner of the Transactions tab

Patient Refund Receipt

Patients will receive a receipt by text or email once the refund has been processed through Engagement.

Looking to learn even more about Engagement Payments? Check out our on-demand webinar!

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