Overview
You can now issue full refunds directly from the RepeatMD Admin Portal.
With just a few clicks, you can:
Refund a patient’s full order
Automatically remove unredeemed items from their Wallet
Trigger a real-time confirmation email and text to the patient
This gives your team more control, improves response time, and ensures a smoother experience for your patients.
Why It Matters
Previously, all refund requests had to go through our Support team, which caused delays and confusion. Now, practices can resolve refund requests directly and instantly, helping you:
Improve patient trust and satisfaction
Respond faster to concerns or miscommunications
Reduce back-and-forth and bottlenecks in your workflow
Free up your team for more valuable work
Who Can Issue Refunds
Only Admin Portal users with “Manage Refunds” permissions can issue refunds.
You can control access based on roles, ensuring only trusted team members handle refund requests.
Note: At this time, the Admin Panel supports full refunds only. Partial refunds require assistance from Support. For memberships, you can process a full refund directly for the initial membership charge through the Admin Panel. Refunds for recurring subscription charges must still be handled by Support.
How to Issue a Refund
Access the Admin Panel: Log in to your RepeatMD Admin Panel.
Locate the Client Profile:
Navigate to the Client Profiles section.
Use the search bar to find the relevant client account.
Select the Relevant Transaction:
Open the Order History tab within the client's profile.
Identify the specific purchase or membership transaction you wish to refund.
Initiate the Refund:
Click the Refund button corresponding to the selected transaction.
Follow the on-screen prompts to confirm and finalize the refund process.
Once issued, the refund cannot be reversed.
Refund timelines can vary depending on the patient's financial institution. Generally, refunds appear in the patient's credit card or bank account within 3–10 business days.
Refunds can be made from a service in a patient’s order history.
A reason for the refund must be added in the modal. Once the refund is issued, it cannot be reversed.
Automated Refund Actions
When a full refund is issued:
All items from the patient’s order that have not been used or redeemed are automatically removed from the patient’s Wallet in their app
If a patient makes a purchase using RepeatCash and wants a refund, the RepeatCash will be returned back to the patient’s Wallet
Any rewards or offers that were applied to a purchase that has been refunded will be made available to the patient again to use on a future order. (Note: for a patient to use an offer on a future purchase, the offer must still be valid.)
Rewards unlocked by the refunded order are locked again
A confirmation email and text are sent to the patient
Reporting is automatically updated to reflect the refund
Additionally, if a refunded transaction involves Stripe, the refunded amount might be adjusted from the Stripe payout or debited from the linked bank account. Note that processing fees may cause minor deductions.
Refunds on orders that include memberships do not cancel the membership. They only refund the purchase amount. If a renewal was charged, contact Support for assistance.
FAQs
Q: Can I issue a partial refund?
A: Not at this time. Partial refunds must still be submitted through RepeatMD Support.
Q: What if I refund an order with a membership?
A: Only the purchase amount will be refunded. The membership will remain active unless canceled separately.
Q: Will the patient know they’ve been refunded?
A: Yes! They’ll get both an email and a text message confirming the refund.
Q: Can I undo a refund?
A: No. All refunds are final once submitted.
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Next Steps & Support
Start using Client-Issued Refunds to take control of your post-purchase workflows and improve patient satisfaction.
Need help with permissions or setup? Email support@repeatmd.com or use the chat bubble in your Admin Portal.