Refunding Patient Credits Using Worldpay

When you return or void an order or perform a price adjustment, you can refund the patient immediately or issue a customer credit. If you issue a credit and the patient does not want to apply it to a new order, you can refund the credit to the patient. This section explains how to use the Worldpay devices to refund customer credits to 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.
  • If you are refunding the entire amount of a payment made today, the Worldpay system performs a credit card reversal (void) transaction. Partial refunds are processed as credit card returns or credit card credits. Eyefinity Practice Management records the transactions as refunds.
  • If you select a credit card payment type not supported by Worldpay, the refund will be manually processed outside the Worldpay integration See Refunding or Removing Patient Credits for instructions.
  1. Verify that the device is ready.
  2. At the top of the Material Orders screen, under Credit, click Refund Credit.

    The Refund Credit window lists the patient’s available refund amounts for each payment type.

  3. Locate the credit card in the list that you want to apply the refund to and enter the refund amount. You do not have to refund the entire amount shown.
    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.
  4. Click Refund.
  5. If the payment you are refunding is less than 45 days old, you do not need to use the terminal; skip to step 6. 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 that 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.
  6. When the refund is complete, the Credit Card Transaction Complete message appears in Eyefinity Practice Management. Click Close.

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

  8. Click Print to print the receipts.
  9. If the patient has multiple credit cards with available refund amounts, the Refund Credit window remains open. To process a refund to another credit card, repeat steps 3 through 8.