Processing Price Adjustments Using EncompassPay

When you perform price adjustments on orders, you can refund the amount paid to the customer or issue a credit to apply to a new order. This section explains how to process price adjustments and use your credit card devices to refund payments for orders made using a single or multiple credit cards.


Only providers and staff members with the Process Refunds access option selected in Administration can process refunds. If you do not have access, a Temporary Override window displays, allowing another user with access to enter their username and password and give you temporary access.

  1. Verify the device is ready.
  2. On the left side of the Demographics screen, click Material Orders. The Material Orders screen opens.
  3. Select the Invoiced tab.
  4. Locate the order you want to adjust in the Invoiced Orders list, and select Adjust from the Actions drop-down list. The Adjust Order window opens.
  5. Select the Adjustment Reason.
  6. Enter the Adjustment Amount.
  7. Select Refund for the Refund Method.

    The Adjust Order window lists the patient’s available refund amounts for each payment type.

  8. In the list, locate the credit card you want to apply the refund to and enter the refund amount. The last four digits of the credit card display to help you identify the correct payment. You do not have to refund the entire amount shown. Any remaining amount is handled as a credit.
  9. Click Adjust.
  10. The next steps depend on the date of the payment. If the payment you are refunding is less than 45 days old, skip to step 11. You do not need the credit card because the information is still in the system.

    If the payment you are refunding is more than 45 days old, the device prompts you to use the credit card.

    1. Select a device in the Select Device window and click Proceed. 

      A message appears, indicating the terminal is ready.

      If multiple users select the same device to process payments simultaneously, the payment transactions may fail.

    2. Follow the prompts on the terminal.
  11. When the refund is complete, the Credit Card Transaction Complete message appears in Encompass. Click Close.

    The price adjustment receipt and a credit card receipt open in new browser windows.

    If the credit card receipt does not open, you may need to update your browser's popup window settings. See Enabling Pop-ups

  12. To print the price adjustment receipt and credit card receipt, click the Print button in the browser windows.

    To reprint the price adjustment receipt later, locate the transaction on the Transactions tab in Material Orders and click Print. Iif the transaction was completed within the past 45 days, the credit card receipt also opens for printing.

To adjust an order and refund payment when the payment was made using multiple credit cards, the system first creates a customer credit for the refund amount. You then access Credit Refund to refund the amount to each credit card.

  1. Verify the device is ready.
  2. On the left side of the Demographics screen, click Material Orders. The Material Orders screen opens.
  3. Click the Invoiced tab, if it is not already displayed.
  4. Locate the order you want to adjust in the Invoiced Orders list, and select Adjust from the Actions drop-down list. The Adjust Order window opens.
  5. Select the Adjustment Reason.
  6. Enter the Adjustment Amount.
  7. Select Refund for the Refund Method.

    The Adjust Order window displays a message indicating the order was processed using multiple credit cards and that refunding will create a customer credit for the entered amount and then refund the customer credit.

  8. Click Adjust.

    The price adjustment receipt opens, showing a customer credit has been created for the refund amount. Print the receipt, if needed.

    The Refund Credit window also opens.

  9. In the Refund Credit window, locate the credit card you want to apply the refund to and enter the refund amount.

    The amount you enter cannot exceed the refundable amount shown for the payment type, and the total amount entered for all payment types cannot exceed the total refundable amount.

  10. Click Refund.
  11. If the payment you are refunding is less than 45 days old, you do not need to use the terminal; skip to step 12.

     If the payment you are refunding is more than 45 days old:

    1. Select the terminal in the Select Device window and click Proceed. 

      A message appears, indicating the terminal is ready.

      If multiple users select the same device to process payments simultaneously, the payment transactions may fail.

    2. Follow the prompts on the terminal.
  12. When the refund is complete, the Credit Card Transaction Complete message appears in Encompass. Click Close.

    The Credit Refund receipt and the credit card receipt open in separate browser windows.

  13. Click Print to print the receipts.
  14. To refund the credits on the additional credit cards, click Refund Credit and repeat steps 9 through 13.