Overview
Gift card refunds in RepeatMD are processed by the practice, not by RepeatMD directly. When you refund a gift card transaction from the Admin Panel, the gift card balance is automatically removed from the patient’s account.
This article is for practice owners, managers, and admins who issue gift card refunds and field patient refund requests.
Before You Start
You need Admin Panel access to issue a full refund on a gift card purchase.
Confirm the practice has approved the refund before processing.
Partial refunds require a support request. See Issue full and partial refunds (Admin Panel).
Gift cards purchased in the Patient App convert to RepeatCash in the recipient’s Wallet. Refunding the purchase removes that stored value.
Why It Matters
Gift card disputes are high-trust moments. A clear refund path helps you:
Remove unused or mistakenly assigned gift card value quickly after approval.
Set patient expectations that refund requests go through the practice, not RepeatMD support alone.
Keep Wallet balances accurate — automatic gift card removal prevents double value after refund.
Align with standard refund timing (3 to 10 business days to the original payment method).
How It Works
Who processes refunds: The practice initiates and confirms gift card refunds. RepeatMD facilitates payment reversal through Stripe but does not approve refunds on the practice’s behalf.
Admin Panel flow: Locate the gift card purchase on the recipient’s (or purchaser’s) patient profile, issue a full refund, and the platform removes the gift card from the account automatically.
Patient requests: Patients who purchased through your branded app must contact your practice to request a refund. They should not expect RepeatMD to process the refund without practice involvement.
Partial refunds: Admins cannot issue partial gift card refunds in the Admin Panel. Submit a support request with full transaction details.
Mistaken assignment: If a gift card was credited to the wrong account, see How can I use and manage gift cards in RepeatMD? for assignment troubleshooting before refunding.
Step-by-Step Instructions
Issue a full gift card refund (Admin Panel)
Log in to your Admin Panel.
Open the patient from Patients in the left-side navigation — typically the recipient of the gift card, or the purchaser if the balance is still on their account.
Locate the gift card purchase transaction in their profile order history.
Click Refund.
Confirm the full refund amount and submit.
Verify the gift card balance is automatically removed from the patient’s Wallet after the refund processes.
Handle a patient gift card refund request
Ask the patient for the purchase date, amount, and whether the gift card was for themselves or someone else.
Confirm your practice approves the refund.
Issue the full refund from the Admin Panel (steps above) or email support@repeatmd.com with complete details if a partial refund is required.
Tell the patient refunds typically post to the original payment method in 3 to 10 business days.
Best Practices and Pro Tips
Confirm recipient vs. purchaser before refunding — gift cards assigned to the wrong account may need troubleshooting before a refund is the right fix.
Document practice approval before processing or contacting support.
Use full refunds in the Admin Panel whenever the entire gift card value should be reversed.
Set expectations on timing — bank posting times vary.
Review gift card assignment articles when the issue is mis-gifting rather than a refund request.
Common Mistakes and FAQs
Q: Does RepeatMD process gift card refunds for patients directly?
A: No. The practice initiates refunds. Patients contact the practice where the gift card was purchased.
Q: What happens to the gift card after I refund it?
A: The gift card is automatically removed from the patient’s account when the refund is processed through the Admin Panel.
Q: Can I issue a partial gift card refund?
A: Not in the Admin Panel. Submit a support request with transaction details for partial refunds.
Q: What if the patient never contacted us before asking RepeatMD for help?
A: Refund requests without practice contact cannot be processed. Direct the patient to your practice first.
Q: Can a patient get a refund for a gift card bought in-office outside the app?
A: In-office physical gift cards are outside the in-app gift card flow. Handle those per your clinic’s own policies.
Next Steps and Support
Issue full and partial refunds (Admin Panel) — partial refunds, Affirm, and support-request flows
How can I use and manage gift cards in RepeatMD? — assignment, gifting, and troubleshooting
Need help? Email support@repeatmd.com