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, only full refunds can be issued through the Admin Portal. Partial refunds still require Support assistance.
How to Issue a Refund
Go to the Admin Portal
Navigate to the Patient’s Order History
Click on the order you want to refund
Select Refund Order
Enter a reason for the refund (e.g. duplicate order, wrong service, etc.)
Confirm the refund (you’ll see a confirmation modal outlining what happens next)
Once issued, the refund cannot be reversed.
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
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.