Overview
Refund options depend on the transaction and the refund controls available to your authorized Admin Panel user. Full refunds are available for supported transactions. Eligible patient membership renewals also support full remaining-balance or custom-dollar refunds, as described below. If the required option is unavailable, contact Support with the transaction details. Affirm-financed purchases use the separate financed-purchase process. The practice approves the patient refund. This article covers patient purchases at your practice, not refunds of your practice’s RepeatMD or Ageless invoice.
Before You Start
You need Admin Panel access to issue a full refund.
The practice's decision maker must approve the refund before you contact support. RepeatMD does not approve refunds.
Have the original transaction details on hand: patient name, contact information, transaction date, refund amount, and payment method.
Note whether the original purchase was financed through Affirm. The refund flow differs for financed purchases.
Why It Matters
Refunds are a trust moment for the patient and a financial event for the practice. Knowing which refunds your team can process directly and which need to come through support keeps cases moving fast, prevents accidental over-refunds, and protects the practice’s payout reconciliation. Clear refund handling also reduces patient follow-up calls and protects the relationship with the patient after a refund is issued.
How It Works
Who can refund: Only Admin Panel users with Manage Refunds permission can issue full refunds. Control access by role so only trusted team members handle refunds. See Manage staff members and permissions (Admin Panel).
What you can process where:
Full refunds are processed in the Admin Panel by a user with Manage Refunds.
Eligible membership renewals support full remaining-balance and custom-dollar refunds in Admin for users with the applicable refund permission. Contact Support if the required refund option is unavailable for the transaction. Financed purchases use the separate Support process below.
Refund destination and finality: Refunds are returned to the patient’s original payment method. A refund reason is required in the confirmation modal. Once issued, the refund is final and cannot be reversed.
Wallet auto-actions (full refund): When a full refund is issued:
Unredeemed items from the refunded order are automatically removed from the patient’s Wallet.
If the purchase used RepeatCash, that RepeatCash is returned to the patient’s Wallet.
Rewards or offers applied to the refunded purchase become available again for a future order (the offer must still be valid).
Rewards unlocked by the refunded order are locked again.
Reporting updates to reflect the refund.
Patient confirmation: The patient receives both an email and a text confirming the refund.
Membership purchases: Refunding an order that includes a membership does not cancel the membership. It only refunds the purchase amount. Cancel the membership separately if needed. Eligible renewal charges can be refunded in Admin as described in “Membership refunds from admin.”
Affirm-financed purchases: The refunded amount is applied to the remaining loan balance. Any excess (minus interest already paid) is returned to the patient.
Stripe payout impact: The refunded amount is deducted from the practice’s upcoming Stripe payout, or debited from the linked bank account if the payout balance is insufficient. Processing fees may cause a minor difference between the amount the patient receives and the amount deducted on the merchant side.
Step-by-Step Instructions
Issue a full refund from the Admin Panel
Log in to the Admin Panel.
Open the patient from Client Profiles in the left-side navigation
Click on patient's name to open their Client Profile
Click on the Transactions tab and locate the correct transaction
Open the transaction and click Refund.
Confirm the full refund amount, add an internal note for the refund, and click Refund order.
The refund posts to the original payment method within 5 to 10 business days.
Membership refunds from admin
Admin users with refund permissions can now refund eligible membership renewals directly in Admin, with the option to remove benefits granted by that renewal.
Full or custom refunds: Refund the remaining balance or enter a specific amount. Full refunds include remaining patient fees and applicable fee tax; custom refunds exclude them.
Optional benefit removal: Choose how many unused treatments or products (and how much RepeatCash) to remove. See what the renewal originally granted, what remains available and what the customer will keep.
Clear review before confirming: Review the customer’s refund, the practice’s payout adjustment, any separate processing-cost charge, and the refund reason. Going back preserves your selections.
Better refund tracking: Transactions distinguish partially and fully refunded renewals. Open the renewal details to see original payment information, refunded and remaining amounts, and refund history.
If you need support for refunding a membership:
Confirm the practice's decision-maker has approved the refund.
Gather the following details:
Patient’s full name
Contact information (email or phone)
Date of transaction
Refund amount, including tax if applicable
Payment method
Email the request to support@repeatmd.com with all of the details above.
Support processes the refund to the patient’s original payment method. For financed purchases, the refund is applied to the financing account.
Support issues custom-dollar partial refunds and full remaining-balance refunds in admin for both US and CA eligible orders.
Request a refund for an Affirm-financed purchase
Confirm the practice's decision-maker has approved the refund.
Submit the same details listed above to support@repeatmd.com, and note that the purchase was financed through Affirm.
Support applies the refund to the patient’s remaining Affirm loan balance.
If the refund exceeds the remaining balance, the excess (minus interest already paid) is returned to the patient.
Best Practices and Pro Tips
Confirm approval first. Always document practice approval before reaching out to support. This avoids reversals and keeps the audit trail clean.
Double-check before submit. Refunds are final. Confirm patient, transaction, and amount before clicking through the modal.
Send complete details up front. Including the full set of transaction details in the first email prevents back-and-forth and gets the refund processed faster.
Set patient expectations on timing. Standard patient card refunds typically appear within 5–10 business days after processing, depending on the payment method and the patient’s bank. Financed purchases follow the separate Affirm process.
Set expectations on financed refunds. For Affirm purchases, the patient should know the refund hits their loan balance first, not their bank account.
Reconcile refunds against your Stripe payouts. Refunds reduce the next payout, and processing fees can create small variances. Keep bookkeeping aligned with the new totals.
Cancel memberships separately. A membership purchase refund does not cancel the membership. Use the cancel flow if the patient should leave the plan.
Common Mistakes and FAQs
Q: Can I issue a partial refund myself?
A: Eligible membership renewals offer a custom-dollar refund in Admin for users with the applicable refund permission. If the required option is unavailable for the specific transaction, contact Support.
Q: Who can issue full refunds?
A: Only users with the Manage Refunds permission. See Manage staff members and permissions (Admin Panel).
Q: Who approves refunds?
A: The medical practice where the purchase was made. RepeatMD does not approve refunds and does not provide medical or clinical guidance on the decision.
Q: Can I undo a refund?
A: No. Refunds are final once submitted.
Q: Will the patient know they were refunded?
A: Yes. Patients receive both an email and a text message confirming the refund.
Q: What happens to Wallet items and RepeatCash after a full refund?
A: Unredeemed items from the order are removed from the Wallet. RepeatCash used on the purchase is returned. Applied offers can become available again if still valid. Rewards unlocked by the order are locked again.
Q: What if I refund an order with a membership?
A: Only the purchase amount is refunded. The membership stays active unless you cancel it separately.
Q: How long does a refund take to reflect?
A: Typically 5 to 10 business days, depending on the patient’s payment method and financial institution.
Q: What happens if the refund amount exceeds the financed balance?
A: The excess is returned to the patient, minus any interest already paid on the Affirm loan.
Q: Where does the refunded money come from?
A: The refund amount is deducted from the practice’s upcoming Stripe payout. If the payout balance is not enough to cover the refund, the difference is debited from the linked bank account. Processing fees may cause a minor difference between the patient refund and the merchant deduction.
Q: Can a membership renewal refund be processed in the Admin Panel?
A: Yes. Eligible membership renewals can be refunded in Admin by a user with the applicable refund permission, using either a full remaining-balance or custom-dollar refund. Review the refund details before confirming. Contact Support if the required option is unavailable.
Next Steps and Support
Manage staff members and permissions (Admin Panel) - grant Manage Refunds
Need help? Email support@repeatmd.com with the patient name, transaction date, refund amount, and payment method to get a refund request started.