Patient Support Actions Using Fin

Overview

Fin is RepeatMD’s AI assistant in the Admin app. Your team can manage patient support actions through chat — without clicking through multiple pages while a patient is on the phone or at the front desk.

Fin works on your behalf using the same permissions as your Admin login. When a change affects a patient’s account or moves money, Fin asks you to confirm before completing it.

What Fin can help with

Area	What you can do
Patient Visits	Add a visit for a patient (Ability to remove visits coming soon)
Patient Rewards & offers	Redeem or un-redeem rewards and automated offers
Patient Services	Redeem or un-redeem the services in a patient’s wallet
Patient RepeatCash	Add or deduct RepeatCash from a patient’s wallet
Patient Memberships	View active memberships and cancel one — immediately or at end of billing period
Patient Refunds	Find orders and issue full or partial refunds on eligible purchases

How to work with Fin

Start with the patient — Give Fin a name, email, or phone number. If multiple patients match, Fin will ask you to choose.
Describe the action — Say what you need: cancel a membership, refund an order, update a text, adjust RepeatCash, or redeem something from the wallet.
Review what Fin found — Fin shows memberships, orders, messages, or wallet items. Pick the one that matches the request.
Confirm before changes go through — For account or money changes, Fin summarizes the action and waits for your yes.
Open the link to verify — Fin provides a link to the patient record, order, RepeatCash history, or wallet in Admin.

Action guides

Cancel a membership

Fin lists the patient’s memberships and whether each can be canceled. You choose the membership, a cancellation reason, and whether to cancel immediately or at the end of the billing period. Fin confirms before submitting.

Example: “Cancel Katie Holmes’s membership at the end of her billing period — she’s moving out of state.”

Note: Some memberships cannot be canceled through Fin (already canceled, billing restrictions, etc.). Fin will explain why and point you to Admin.

Issue a refund

Fin finds the patient’s orders and shows order number, date, and amount.

Full refund — Confirm the order and provide a patient-visible reason.
Partial refund — Fin shows line items, previews the refund amount, and asks you to confirm.

Example: “Refund order ORD-1042 for Sarah Lee — she returned one product.”

Note: Refunds may be blocked for already-refunded orders, orders older than one year, open disputes, membership line items, SkinDrop products needing vendor handling, or RepeatCash reversals. Fin will tell you when manual handling is required.

Adjust RepeatCash

Add — Dollar amount, Paid or Gift type, patient-visible reason, optional internal note.
Deduct — Correct duplicate or mistaken credits. Fin confirms first. Balance never goes below zero.

Example: “Add $25 gift RepeatCash to James Carter for the service delay last week.”

Redeem or un-redeem wallet items

Fin manages services (purchased and membership-granted), rewards (visit-milestone), and automated offers (birthday, loyalty, retention). Fin lists available items, confirms with you, then provides a link to Services & Rewards in Admin.

Example: “Redeem Katie’s birthday offer — she’s here for her appointment today.”

Best practices

Have the patient’s full name plus email or phone ready.
Read Fin’s summary before confirming — especially refunds, cancellations, and deductions.
Use the Admin link Fin provides to verify the result.
Ask Fin to show options first when unsure: “Show me Sarah’s memberships” or “List open orders for this patient.”