Overview
When you issue a refund on a Stripe-processed patient purchase, the refunded amount returns to the patient’s original payment method. Stripe then recovers those funds from your upcoming payouts or your linked bank account. This article explains that fund flow, fee treatment, and exceptions such as Stripe’s 365-day refund window.
This article covers fund handling and payout impact. To issue a refund in the Admin Panel, see Issue full and partial refunds (Admin Panel).
Before You Start
Refunds discussed here apply to patient purchases processed through Stripe in your RepeatMD app.
Affirm-financed purchases follow additional rules. See Process refunds for Affirm-financed purchases (Admin Panel).
Stripe allows refunds only within 365 days of the original charge. Older transactions require an off-platform refund (for example, check).
Partial refunds may require a Support request.
Why It Matters
Understanding refund fund flow helps you:
Forecast cash flow when refunds deduct from upcoming Stripe payouts.
Avoid surprise bank debits when your Stripe balance cannot cover a refund.
Explain timing to patients (refunds typically appear in 5–10 business days on their card).
Reconcile fees correctly when the merchant deduction differs from the patient refund amount.
How It Works
Patient refund
When you process a refund through Stripe via RepeatMD:
The refunded amount returns to the patient’s original payment method (credit or debit card).
Patients usually see the credit within 5–10 business days after processing.
Refunds are limited to Stripe’s 365-day window from the original charge date.
Merchant fund recovery
Stripe recovers the refunded amount from your account as follows:
Deduction from upcoming Stripe payouts — The refund amount is subtracted from your next payout(s).
Debit from linked bank account — If your Stripe balance is insufficient to cover the refund, Stripe debits your connected bank account for the remainder.
The amount recovered from you corresponds to what was originally paid out to your Stripe account for that transaction, not necessarily the gross charge the patient paid.
Processing fees
The patient refund amount matches what was paid out to your Stripe account for that transaction (net of how fees were applied at charge time).
Any difference between the patient’s refund and the amount deducted from your account reflects processing fees.
On full refunds, RepeatMD covers the remaining fees per platform policy. Confirm current policy with your account team if amounts look unexpected.
Payout timing vs. redemption
Stripe payouts occur when the patient’s card is charged, not when a treatment is redeemed in your office. Refunds reverse or adjust those settled funds regardless of redemption status.
Beyond the 365-day window
Stripe cannot process refunds older than 365 days. Issue refunds through alternative methods (check, in-office credit, or other manual payment) and document them in your practice records.
Step-by-Step Instructions
Issue a refund (Admin Panel)
Open the patient from Patients in the left-side navigation.
Locate the transaction in their profile.
Click Refund and follow the prompts for full or partial refunds.
Reconcile refund impact
Open your Stripe Dashboard → Balances → Payouts to see deductions from upcoming payouts.
In the Admin Panel, open the shop Summary Report and review the Transactions table for disbursement dates and amounts.
Compare Stripe payout records to refunded transactions when investigating discrepancies.
Best Practices and Pro Tips
Issue refunds from the patient’s profile whenever possible so wallet and order history stay aligned.
Tell patients the 5–10 business day card timeline at the front desk to set expectations.
Watch Stripe balance after large refund batches; insufficient balance triggers bank debits.
Use the fee article for charge math: Understand transaction fees, charges, and refunds (Admin Panel).
Common Mistakes and FAQs
Q: Why is the amount deducted from my account different from what the patient received?
A: Processing fees. The patient refund reflects the net payout amount for that transaction; fees are handled separately per full-refund policy.
Q: How do refunds affect my Stripe payouts and bank account?
A: Stripe subtracts refunds from upcoming payouts first. If the balance is insufficient, Stripe debits your linked bank account.
Q: How long until the patient sees the refund?
A: Typically 5–10 business days on their original payment method after you process the refund.
Q: What if the original charge is older than 365 days?
A: Stripe cannot refund it. Use an alternative method (check or other manual refund) outside Stripe.
Q: Does redeeming a treatment before refunding change fund handling?
A: No. Payouts are tied to the charge date, not redemption. Refund fund recovery follows Stripe rules regardless of redemption.
Q: Where do I click to issue a refund?
Q: Do Affirm refunds work the same way?
A: Affirm has separate rules and timelines. See Process refunds for Affirm-financed purchases (Admin Panel).
Next Steps and Support
Need help? Email support@repeatmd.com