How to refund or cancel patient payment

Use a refund when a payment has already been collected and you need to return all or part of it. Cancel a bill when it should no longer be collected. Cancelling a bill does not return money from a completed payment.

Refund a completed payment

1. Open the patient’s Facesheet and select the History tab. You can also go to Payments → Bills and open the bill to view its payment history.

2. Find the completed payment you want to refund. Check the date, payment method, and amount to make sure you have the right transaction.

3. Open Actions for that payment and select Full Refund or Partial Refund.

4. For a partial refund, enter the amount to return. Review the amount carefully, then confirm. You can add a reason for the refund if needed.

5. Check the payment history to confirm the refund is recorded. The patient will receive a text notification when the refund is processed.

A refund applies to a specific payment, not to the bill as a whole. You can issue multiple partial refunds, but their combined total cannot be greater than the original payment. If the payment included a surcharge, the refund screen shows the surcharge amount included in the refund.

Important refund details

• Bank transfer (ACH): A transfer usually takes 1–3 business days to settle. You cannot refund it while it is still processing; wait until it has settled, then issue the refund if needed.

• Cash or check: A refund recorded in Solv is for tracking only; Solv does not transfer cash or issue a physical check. Return the funds outside Solv, then record the refund in the system.

• Refunding a payment does not reopen the bill or make the patient owe the amount again. If the bill should also be voided, cancel it separately.

Cancel a bill

Cancel a bill when it is incorrect or should no longer be collected. This is different from refunding a completed payment.

1. In the provider app, go to Payments → Bills.

2. Find the patient’s bill and open it.

3. Select the option to cancel the bill and confirm. If you don’t see a cancellation option, contact your clinic administrator or Solv Support for help.

4. Check that the bill’s status shows Cancelled.

When a bill is cancelled, its reminders stop and any pending automatic collection is stopped. New charges are not run against a cancelled bill. Cancelling a bill does not refund a payment that has already completed; refund that payment separately if money needs to be returned.

If a payment is still processing

A payment that is pending is not ready to be refunded. Check its status before trying another payment so you don’t accidentally charge the patient twice.

• Bank transfer (ACH): Wait for the transfer to settle—typically 1–3 business days—before issuing a refund. Cancelling a bill is not a substitute for refunding a submitted transfer.

• Card reader: Keep the payment screen open while the patient completes the transaction. Wait for the result and check the payment history before trying again.

If you need to stop future reminders or automatic collection, cancel the bill. If you need to return money that was collected, refund the payment. If you need to do both, complete and verify each action separately.