The Refunds page in PbN Payments is your centralized hub for managing and tracking all refund-related activity. This feature is exclusive to PbN Payments and ZeroPay users and is not available for transactions processed via Stripe.
Using this page, your team can initiate, view, and track refunds with ease, boosting financial transparency and helping you better support patients when it comes to financial corrections.
Benefits of Using the Refunds Page
Centralized Tracking: View all refunds in one dedicated space, separate from general payment activity.
Improved Accuracy: Filters and detailed columns help prevent errors by showing full transaction context.
Faster Support: Quickly locate and take action on refund requests without toggling through multiple screens.
Clear Financial Visibility: Maintain clean accounting and patient ledger records with proper refund documentation.
Where to Find It
Log in to your PbN account.
Go to Payments at the top of the page.
From the left-hand navigation menu, click on the Refunds section.
⚠️ This page will only display refunds processed through PbN Payments or ZeroPay. Stripe-related refunds are managed within Stripe.
How to Initiate a Refund
On the Refunds page, click Initiate Refund to be taken to the Payments table, where you can locate the patient's original transaction.
Click the Initiate Refund icon beside the relevant payment.
You will be taken to the Refund Payment pop-up for transaction confirmation.
Enter the Refund Amount and whether you wish to refund the surcharge paid by the patient.
Click Refund to finalize the refund process.
A confirmation message will appear once the refund has been successfully submitted.
Important Notes
Refunds must be processed within 6 months of the original payment date.
Surcharge and transaction fees are non-refundable:
If your practice refunds the surcharge to the patient, you will still incur the cost.
The practice absorbs the original transaction processing fee.
Understanding the Refunds Table
Each column on the Refunds page provides detailed insights into refund activity:
Column | Description |
Sync | Indicates sync status between PbN and the PMS. |
Refund Reference ID | Unique identifier for each refund transaction. |
Refunded Service Charge | The amount refunded for the original service. |
Refunded Surcharge Fee | Any surcharge refunded to the patient. |
Total Refund | Total of all refunded components. |
Refund Date | The date the refund was processed. |
Payment Reference ID | ID linking the refund to the original payment. |
Refund Type | Shows if it's a Full Refund or Partial Refund. |
Status | Refund progress: Requested, Refunded, or Failed. |
Action | Eye icon (👁) lets you view full refund details. |
Filters for Efficient Management
Use filters at the top of the Refunds page to locate specific transactions:
Date Range: Choose a specific refund window to narrow your search.
Patient Name: Enter the patient’s full or partial name to find relevant entries.
Transaction ID: Search by the unique transaction number if available.
These filters help you quickly track down specific refunds and reduce administrative time.
Viewing Refund History
You can view refund activity across multiple areas in PbN:
Refunds Table: Best for a full history of all processed refunds. Includes all columns and filters mentioned above.
Payments Table: Use this to cross-check original transactions. Any refund status tied to a payment will appear here.
Notification Center: Stay up to date with real-time updates on refund activity as it happens.
Final Reminders
Stripe users cannot process refunds from this page. Please log in to Stripe for any refund requests.
Be aware of non-refundable fees:
Surcharge (paid by patient) is not returned unless you choose to cover it.
The transaction fee (paid by your practice) is never refunded.
Always double-check refund details before confirming to avoid financial discrepancies.
The PBN Payment Services offers a robust refund feature designed to facilitate seamless processing of customer transaction refunds. This capability enhances operational efficiency and customer satisfaction by providing a straightforward method to manage refunds.
Refund Process
1. Accessing Refund Options:
Navigate to the “Payments” tab in the left menu navigation of your PBN account.
Locate the “Refunds” section within the Payments tab.
2. Initiating a Refund:
From the Refunds table, locate the transaction for which you wish to issue a refund.
Click on the “Initiate Refund” button associated with the transaction.
3. Refund Confirmation:
You will be redirected to the Payments table, where you can review the transaction details.
Click the “Refund” button to confirm the refund. A confirmation message will indicate that the refund has been successfully initiated.
When processing a refund, please be aware that certain fees are non-refundable:
The surcharge fee paid by the patient
The transaction fee paid by the practice
If you decide to refund the surcharge fee to the patient, your practice will still be responsible for covering this cost. Always consider these non-refundable fees when handling refunds.
4. Tracking Refunds:
Via Payments Table: Monitor the status of refunds directly from the Payments table in your PBN account.
Via Refunds Table: Access detailed records of all initiated refunds from the Refunds table for comprehensive tracking.
Notification Center: Receive real-time updates on the status of refunds through the Notification Center within your PBN account.
Important Considerations:
Refund Timeframe: Refunds must be processed within 6 months of the original payment transaction.
When processing a refund, please note the following:
The surcharge fee paid by the patient will not be refunded.
The transaction fee paid by the practice will not be refunded.
If you refund the surcharge fee to the patient, your practice will still be responsible for covering that cost.
Efficient Search: Use date range, patient name, or transaction ID filters to locate specific payment transactions efficiently.