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'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.
Partial refunds, membership renewal refunds, and financed-purchase refunds require a support request and are processed by the RepeatMD support team.
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. Renewal/recurring charges still require Support.
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.
Request a partial refund or membership renewal refund
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.
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. 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, 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: No. Partial refunds require support team assistance. Admins with Manage Refunds can only process full refunds in the Admin Panel.
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: No. Membership renewal refunds require a support request, even when the full amount is being refunded.
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.