Issuing a Refund

Unless you're issuing a goodwill refund, you'll first need to make a return in order to refund a client.

If you need to issue a goodwill refund, you can skip to the next section.

Make a Return

To return a product:

  1. Go to 'Clients/Patients'

  2. Search for the client

  3. Click on their name

  4. Select the invoice that has the product the client wants to return.

Note: make sure the invoice's status is 'Checked Out' (pink)

Once the invoice has been pulled up:

  1. Locate the item you want to return

  2. Click the 'Return This Item' icon on the right (green)

  3. Select the quantity of the item you want to return (orange)

This will create a new invoice where you can process the refund for the returned item.

Note: If the client has an active invoice, the item that you just returned will appear as a line item on that invoice and not a new invoice. The total owed will reflect the returned item amount. You can process payment directly from that existing invoice.

Give a Refund

Clients may not wish to have an outstanding credit balance on their account, and instead want to receive a refund. To do that:

  1. Go to 'Clients/Patients'

  2. Search for the client

  3. Click on their name

This will open their Client Dashboard. From here:

  1. Click on the green Credit Balance amount (orange box), or

  2. Click on the 'Take Payment' dropdown (pink box) button and select 'Issue a Refund' (green box)

Either choice takes you to the 'Issue a Refund' section of Shepherd. Once this is open:

  1. Select the refund method from the dropdown (pink)*

  2. Input the refund amount

  3. Click the green 'Refund Credit Balance' button

*Note: Banquest integrations will need to select 'Banquest' for all refund credit card transactions.


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