This article explains how to refund or cancel a standard prepayment. Refund a prepayment when money is genuinely going back to the client. Cancel a prepayment when it was registered by mistake and has not been used at all. You can refund a single prepayment or refund multiple selected prepayments. For Vetera Pay card refunds and Gravity Payments deposits, see the separate articles linked below.
Refund a Single Prepayment
Go to the Billing tab on the client's page.
Under Prepayments, select the button with three dots on the prepayment row.
Select View details.
Select Refund.
Select a payment type and add a description if needed (may be required).
Check the sum and date and select Save.
Refund Selected Prepayments
Go to the Billing tab on the client's page.
Under Prepayments, select the prepayment rows you want to refund.
A bar appears at the bottom of the screen showing the number of selected prepayments. Select Actions > + Refund selected prepayments. A dialogue opens.
Select a payment type and add a description if needed (may be required).
Select Refund.
For refunding prepayments to a client's Vetera Pay card on file, see Refund a prepayment to a Vetera Pay Card. For refunding prepayments (deposits) to a client's payment card using the Gravity Payments integration, see Processing Deposits.
Cancel a Prepayment
You can cancel a prepayment only while it is completely unused. Once any part of it has been used, refund it instead.
Note: Cancelling prepayments is being rolled out gradually. The option appears when it becomes available for your clinic.
Go to the Billing tab on the client's page.
Under Prepayments, select the button with three dots on the prepayment row.
Select Cancel prepayment from the drop-down menu.
Review the amount and date, then select Cancel prepayment to confirm (or Keep prepayment to back out).
Cancelling generates a reversal entry and moves the prepayment to the 'Cancelled' status. Financial locking periods apply the same way as for any payment cancellation.
Note: The cancellation date defaults to the prepayment's own date, so both entries fall in the same end-of-day period. For a prepayment from an earlier accounting period, it defaults to today. With the right permissions, you can change the date within that range.
See Also
Prepayments and Prepayment Refunds (Vetera Pay)
Processing Deposits (Gravity Payments)