Refund Personal Credits

If a family paid you for a copay that they did not owe, or if they pay you twice for the same visit, you may need to issue them a refund. In some cases, you can leave the amount as a credit on the account and later link it to the family’s next visit. If the credit needs to be returned to the family, however, follow the procedure below.

Watch a Video: Watch a video to learn how to refund personal credits in PCC EHR.

(PCC 9.5, after 2023-01) Refund a Personal Credit in PCC EHR

The following procedure is available in PCC 9.5, arriving for all practices in January of 2023.

When you need to refund a credit on a family’s billing account, use the Payments tool in PCC EHR.

Open the History Tab of the Payments Tool

In PCC EHR, open the Payments tool, find or select an account, and click on the History tab.



Review the Account’s Credit

Before you refund a credit on an account, you may wish to review the account’s balances and the Payment History to understand why they have a credit.

For example, you might find a payment that is greater than the amount due on a charge. You can click the disclosure arrow next to a payment to review how a payment applies towards charges.

Click “Refund Credits”

Click “Refund Credits” to create a refund for the account.

Enter the Transaction Date and Refund Type

Optionally adjust the transaction date (which defaults to today), and select your practice’s personal credit refund type.

Your practice can customize what refund types are available on your system.

Enter the Refund Amount

Enter an amount to be refunded, up to the total credit balance on the account.

After you enter the refund amount and press Tab or Enter, the Balance will update to indicate the result of the refund.

Click Save

Click “Save” to save the refund.

You’ve now recorded that you refunded the money to the account. Next, you might pay the family from the front desk or issue a check.

Review Results in the Payment History

After you refund a personal credit, you can see the change in the Account Balances. You can also review your payments in the Payment History index to see the linked refund.

Optionally Enter an Account Note Explaining the Refund

After you refund a personal credit, you may decide to visit the Posting tab and enter an account note explaining the refund.

Correct Mistakes: If you refund a credit incorrectly, and need to delete the refund, use the Correct Mistakes (oops) program in PCC’s under-the-hood Practice Management tools.

Refund a Personal Credit in the Practice Management Window

Run refund for the Account

Run refund from the Daily Operations window, or type refund at a command prompt. Find the account that has the credit.

Note: The refund program posts refunds and adjustments to the first patient on an account. You can specify with which patient the refund adjustment is associated by running Refund instead of refund. The Refund program finds accounts by asking for the patient name. Both versions of refund can be found in the Payments window in the Billing Functions window of Partner.

Post a Refund

Post a Personal Refund procedure for the amount you are refunding. Fill out the refund information and press F1Save.

Run oops

Run Correct Mistakes (oops) from the Daily Operations window, type oops at a command prompt, or just press the F6Correct Mistakes key while in refund.

Locate the Credit

The credit will appear in oops as an unlinked, open-item payment on the date it was posted. Use Page Down and Page Up to find the credit, and note the item number next to it.

You may notice that the payment pays off a charge on the account, in which case oops will list the payment underneath the charge.

Press F7Relink Pmt and Choose the Credit

Press F7 and enter the number that appears next to the credit in the history:

Select the Refund Procedure

From the list of outstanding charges, find the Refund procedure you posted in refund. Type the corresponding number and press Enter. If the payment pays off additional charges, and you are only refunding a part of it, link the payment to both the refund and the charges from the visit, as shown in the example below:

Confirm the Payment Links to the Refund and the Charges

On the next screen, confirm that the payment you are refunding links to both the refund and any charges to which it should be applied. In other words, the payment should be fully accounted for, with no unlinked amount remaining. The Balance fields should be $0.00.

Send the Family a Check and Add a Note to the Account

Refund the money to the family. You should also record the details of this transaction on the Notes page of the Family Editor (fame).

Configure Your Practice’s Refund Adjustment Type

When you post a refund, it appears as an adjustment that offsets the credit on the account.

By default, this is done with a “Personal Refund” procedure in the Procedures table in the Table Editor (ted). This adjustment has an accounting type of “Receipt – Refund.”

Your practice can also create custom refund types. For more information, read Edit Your Practice’s Procedures, Codes, Adjustments, and Prices.

  • Last modified: November 9, 2022