You can now record refunds in Cliniko!

We are thrilled to announce that as of today, refunds can be recorded quickly and easily right from any invoice! :tada: :partying_face:

This is quite a big change, so there’s a lot to go over—you can watch the video below for a quick overview, but we’ll also walk you through all of the steps!

For a step-by-step look at how refunds work, read on below!


An overview of recording refunds in Cliniko

If you need to record a refund to a patient, you’ll be able to do this quite easily! There are two main ways to record a refund: you can record the issuing of money back to the patient (so, you’re giving them cash back, or sending funds back to their credit card), or you can convert their payment into account credit (meaning, no money is actually given back to them, but they can use what has already been paid towards the purchase of a future service or product).

On any invoice, you’ll see a button at the top that says Reverse:

When pressing that, a new page will appear. It will look similar to an invoice, but at the top, it will say New credit note:

Scroll down a bit. You’ll see a new area that says Credit note items, and it will reverse every item on the invoice by applying a negative quantity, and therefore a negative total:

You can certainly amend what’s being listed as negative—if you’re only refunding part of the invoice, for example, you can adjust the quantity or the unit price, which will in turn adjust the total amount.

You’ll also see that there are two buttons at the bottom of the page, called Create credit & refund and Create credit. Let’s go through what each of those buttons does!


Create credit & refund

If you want to record a refund of money back to a patient, you’ll want to press the Create credit & refund button:

This will bring you to a page that looks very similar to the payment page, except you’ll see that the top of the page says New refund:

Within that page, you’ll also see that there is a negative balance in the Refund source section, and a refund summary that shows how much is remaining to refund.

:point_up:Note: Above the refund summary, you’ll also see an “unapplied credit” message. This indicates the amount that would be applied as account credit if you did not record it as a refund.

At the bottom, you’ll be able to save the refund:

That will then bring you to a new page that indicates it is a credit note, and let you know which invoice it’s related to:

At the bottom, you’ll see how much was refunded, and what payment method it was refunded to (i.e. credit card, cash, etc.).


Create credit

If you don’t want to refund a patient, but would rather convert what they have paid to account credit, you’ll want to press the button that says, simply, Create credit:

That button automatically reverses the invoice and creates an account credit, indicated as a credit balance:

At the bottom, you’ll see that this credit note has been allocated to account credit—and that’s it! You don’t need to do anything else to create that account credit—you can simply use it to pay for any other invoices that may be raised for this patient!


Keeping track of refunds and credit notes

You’ll notice that both credit notes and refunds are recorded in the invoices and payments lists:

This will help you to keep track what has been refunded, and what has been applied as account credit. Refunds will also be recorded in your daily payments report.

You can learn more about the refund process over on our support site! The following guides will go through everything you need:

And, as always, if you have any questions, please let us know!

2 Likes

Great video, and I love the new functionality.
Just wondering how the new functionality works re integration with Xero.

Hi @alecrimmer—it doesn’t work with Xero just yet. That’s something that we’re working on and will be included in an upcoming release, though we don’t have the ETA just yet! We’ll definitely let folks know when it’s ready, though!

Emily

2 Likes

How do you do a partial refund?

Love the video format. Very easy to understand and follow along. Please do more of these for any future changes.

Voting for the xero integration with refunds!