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Processing Voids and Refunds with Dentrix Pay

With Dentrix Pay, the option to change, refund, or cancel card payments is available right inside the original card transaction in the Ledger.

Think back to the last time you had to void a credit card transaction or refund a partial transaction. How long did you have to wait on the phone with the card processor? Did you have to manually enter the void on the card reader pad and log into a portal to initiate the transaction? And did you remember to go back to Dentrix to post the offsetting adjustment after the void had been processed?

It doesn’t have to be that hard. When you use Dentrix Pay, you can process voids and refunds inside Dentrix from the original transaction in the Ledger. Dentrix will automatically post offsetting adjustments for you, and you’ll be able to see both the original transaction and the void or refund associated with it on the Day Sheet when it’s time to reconcile. And best of all, if you process the void before the transaction is sent to the payment batch you’ll avoid additional interchange fees.

Voiding Card Payments Inside Dentrix

Voiding a payment removes that payment from the batch of transactions that will be processed with the merchant service each night. Most merchant account batches close at 10:00pm local time. You can only void card payments that were made the same day before the batch is closed. If it is not the same day the original transaction was posted you will need to refund the payment.

To void a card payment, open the original transaction you need to void in the Ledger. You must void the full amount of the original payment, so if you split the original payment by provider or patient, enter the full payment amount. Then click Void.

Select the adjustment type you want Dentrix to use for the offsetting adjustment, and click Process Card.

After the void is approved, Dentrix will post offsetting adjustments for this payment and any others linked to it.

To see how, watch the Voiding Credit Payments tutorial.

Note: Make sure you void payments from the same PINpad you used to process the original payment.

Refunding Payments with Dentrix Pay

When you refund a payment, the money is returned to the cardholder after the merchant batch has processed that night (usually around 10:00pm local time). If you want to issue a refund the same day a transaction was posted, you can just void the transaction instead.

There are two ways to refund card payments: refunding the full payment or refunding a partial payment.

Refunding a Full Payment

To refund a card payment, open the original transaction you need to void in the Ledger. Enter the full amount of the original payment, including any amounts that were split and posted to other providers or patients. Then click Refund.

Select the adjustment type you want Dentrix to use for the offsetting adjustment, and click Process Card.

After the refund is approved, Dentrix will post offsetting adjustments for this payment and any other linked to it.

Refunding a Partial Payment

When you want to refund a different amount than the original transaction, you can process an independent refund. Since this refund is not tied to the original transaction it can be a different amount than the original payment.

To process an independent refund, in the Ledger click Transaction, and then click Enter Adjustment. Enter the amount you want to refund, the provider the refund should be applied to, and select the adjustment type you want to use. Then click Process Card.

When the refund is approved, Dentrix will post the adjustment to the patient’s Ledger.

To see how, watch the Refunding Payments video tutorial.

Process voids and refunds right from the Ledger using Dentrix Pay and avoid added fees and wasted time.


Learn More

To learn more about voiding a payment, watch the Voiding Credit Payments video tutorial or see the Voiding Credit Card Payments topic in the Dentrix Help.

To learn more about refunding payments, watch the Refunding Payments video tutorial or see the Refunding Card Payments and Processing Independent Refunds topics in the Dentrix Help.