This article explains how to refund or cancel a standard prepayment. Refund a prepayment when money is genuinely going back to the client. Cancel a prepayment when it was registered by mistake and has not been used at all. You can refund a single prepayment or refund multiple selected prepayments. For Provet Pay card refunds and Gravity Payments deposits, see the separate articles linked below.
Refund a Single Prepayment
Go to the Billing tab on the client's page.
Under Prepayments, select the button with three dots on the prepayment row.
Select View details.
Select Refund.
Select a payment type and add a description if needed (may be required).
Check the sum and date and select Save. You can change the date only if Allow setting prepayment refund date is selected in Clinic Location Finance Settings.
Refund Selected Prepayments
Go to the Billing tab on the client's page.
Under Prepayments, select the prepayment rows you want to refund.
A bar appears at the bottom of the screen showing the number of selected prepayments. Select Actions > + Refund selected prepayments. A dialog opens.
Select a payment type and add a description if needed (may be required).
Select Refund.
For refunding prepayments to a client's Provet Pay card on file, see Refund a Prepayment to a Provet Pay Card. For refunding prepayments (deposits) to a client's payment card using the Gravity Payments integration, see Processing Deposits.
Cancel a Prepayment
You can cancel a prepayment only while it is completely unused. Once any part of it has been used, refund it instead.
Note: Canceling prepayments is being rolled out gradually. The option appears when it becomes available for your clinic.
Go to the Billing tab on the client's page.
Under Prepayments, select the button with three dots on the prepayment row.
Select Cancel prepayment from the drop-down menu.
Review the amount and date, then select Cancel prepayment to confirm (or Keep prepayment to back out).
Canceling generates a reversal entry and moves the prepayment to the 'Cancelled' status. Financial locking periods apply the same way as for any payment cancellation.
Note: The cancellation date defaults to the prepayment's own date, so both entries fall in the same end-of-day period. For a prepayment from an earlier accounting period, it defaults to today. With the right permissions, you can change the date within that range.
Remove an Accidental Prepayment
An extra prepayment can appear on a client's account by mistake, for example:
a credit note was transferred to prepayments, but the credit note was then finalized with another payment method
a prepayment was added to the client's account but was never paid
To remove the prepayment, cancel it as described in Cancel a Prepayment. If canceling is not yet available for your clinic, or part of the prepayment has been used, refund it instead. Use the same payment method as the original payment, so that your end-of-day report and accounting records stay correct. If you can set the refund date, choose it based on your internal workflows, for example the date the prepayment was added or today's date. Add a description that explains why you are removing the prepayment.