Overview
Refunds in RepeatMD are managed jointly by the practice and the RepeatMD support team. Full refunds are self-service in the Admin Panel. Partial refunds, membership renewal refunds, and refunds tied to financed purchases require a support request. In every case, the medical practice is the approver. RepeatMD processes the refund on the practice's behalf once approval is confirmed.
Before You Start
You need Admin Panel access to issue a full refund.
The practice 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
Full refunds are processed in the Admin Panel by an admin user.
Partial refunds, membership renewal refunds, and financed-purchase refunds require a support request and are processed by the RepeatMD support team.
Refunds are returned to the patient's original payment method.
For Affirm-financed purchases, the refunded amount is applied to the remaining loan balance. Any excess (minus interest already paid) is returned to the patient.
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.
Step-by-Step Instructions
Issue a Full Refund from the Admin Panel
Log in to the Admin Panel.
Locate the patient's transaction in their Client Profile.
Open the transaction and click Refund.
Confirm the full refund amount and submit.
The refund posts to the original payment method within 3 to 10 business days.
Request a Partial Refund or Membership Renewal Refund
Confirm the practice 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.
Request a Refund for an Affirm-Financed Purchase
Confirm the practice 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.
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. Refunds typically land in 3 to 10 business days depending on the payment method and the patient's bank.
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, so keep your bookkeeping aligned with the new totals.
Common Mistakes and FAQs
Q: Can I issue a partial refund myself?
A: No. Partial refunds require support team assistance. Admins can only process full refunds in the 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: How long does a refund take to reflect?
A: Typically 3 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.
Q: Can a membership renewal refund be processed in the Admin Panel?
A: No. Membership renewal refunds require a support request, even when the full amount is being refunded.
Next Steps and Support
Need help? Email support@repeatmd.com with the patient name, transaction date, refund amount, and payment method to get a refund request started.