Issue a refund

You can refund any charge that succeeded. The money goes back to the card the client paid with. Oben never refunds on its own: when a refund is due, it records what is owed and staff send it.

Steps

1. Open Payments and select the Transactions tab. You can also open the client, select Billing, and use the Activity view.
2. Find the charge. In Transactions, select Actions ▾ on its row: Refund is listed only on a paid charge, and only for staff allowed to refund. In Activity, Refund is on the row itself. A payment recorded outside Oben has no Refund: void it instead (see Record a payment made outside Oben).
3. Select Refund.
4. Check the Amount. It starts at the full charge. Lower it for a partial refund.
5. Choose a Reason: Service issue, Clinical discontinuation, Billing error, Duplicate charge or Goodwill. Nothing is chosen for you, and the refund cannot go until you pick one.
6. Select Confirm refund, or Cancel to close without refunding.

Good to know

• Refunds owed, on the Payments overview and the client's Billing tab, lists refunds that Oben recorded instead of sending, such as a prepaid order that was cancelled. Select Refund with the amount, then confirm. Oben sets the amount and the reason, and a repeat press is the same refund.
• The refund appears as its own row, showing Refund and the reason you chose. It shows Pending confirmation until the card processor confirms it, then Refunded.
• If Oben could not confirm a refund, the panel says so and offers Retry refund with the same amount and reason. Retrying never refunds twice. Or refresh the page to see whether it went through.
• Refunds over your clinic's limit can only be issued by the Owner or a Manager. Refunds on one charge can never add up to more than the charge.
• Refunds reach the original card in 5 to 10 business days. The processor fee is not returned.
• If Refund or Confirm refund is greyed out, you do not have refund access, you are viewing in Owner Preview, or no reason is chosen yet.