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Issuing Refunds

Updated

Overview

A Refund returns money to a patient for a payment they already made. Payments V2 handles the fee math for you, so refunds account for any processing fee that was charged.

Issuing a refund

  1. Find the payment you want to refund — from the invoice, the Payment Attempts detail, or the Ledger.
  2. Choose to refund the payment.
  3. Review the refund amount. If a processing fee was applied to the original charge, the refund is calculated accordingly.
  4. Click Confirm Refund.

When it succeeds you'll see Refund Submitted, and a refund entry is recorded in the Ledger.

Things to know

  • Already refunded: If a payment has already been refunded, Lobbie tells you ("Already Refunded") rather than refunding twice.
  • Processing fee: Refund amounts are surcharge-aware — you don't need to manually add or subtract the fee.
  • Timing: How quickly the money reaches the patient depends on their bank and card issuer, not on Lobbie.

Note: A refund returns money for a payment that was collected. To stop a future recurring charge instead, pause or cancel the subscription (see Recurring Billing with Subscriptions). To keep a pending charge from going through, cancel the payment attempt (see Handling Failed Payments & Payment Attempts).

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