Refund Feature in PBN Payment Services

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.