Refunds Management
The Refunds module manages the complete refund lifecycle -- from request initiation through approval to payment processing. It ensures financial controls are...
2026-02-17 · 2 min
Manual area
Billing
Coverage
3 sections
Operator notes
1 implementation note
Overview
The Refunds module manages the complete refund lifecycle -- from request initiation through approval to payment processing. It ensures financial controls are maintained while providing a smooth experience for patients.
Refund Workflow
Process a refund:
- Navigate to Billing > Refunds > New Refund Request.
- Select the patient and original payment/bill.
- Enter the refund amount and reason (excess deposit, cancelled procedure, overpayment, insurance adjustment).
- Submit for approval.
- Approval workflow: Billing Staff > Finance Manager > CFO (for amounts above threshold).
- Once approved, process the refund via the original payment mode or bank transfer.
- Issue refund receipt to the patient.
- GL entry: Debit Patient Advance/Revenue, Credit Cash/Bank.
Tracking
Track all refund requests:
- Status: Requested > Under Review > Approved > Processed > Completed.
- Refund aging: time from request to completion.
- Filter by date, status, patient, or amount.
- Monthly refund summary report showing total refunded, by reason, and average processing time.
Notes
Warning
All refunds must go through the approval workflow. Direct cash refunds without system recording are a common fraud vector.
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