How to Refund a Repeat Request

HotDoc Training
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7 steps
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25 seconds

Hotdoc

From the HotDoc Dashboard, select **Routine Requests** and then **Submissions**

Click "**Review**" next to the request you need to refund.

Click "Reject and Refund"

Confirm by clicking "**Reject**". Please note that this action is irreversible.

Their request will then change to a '**Rejected**' state, and you will see a banner to inform you that the patient will receive an email to notify them of the refund.

If an invoice was **created/receipted** in your **practice software** for the patient, you will need to **refund the invoice**, to ensure your payments reporting balances.

Example of the email the patient receives when you 'reject and refund' the patients request.

If practitioners ***initially decline a request***, we will not charge the patient the booking fee. \ \ If your practitioners ***initially approved*** a request, **then refund it**, the gross amount will be refunded to the patient meaning your practice or practitioner\* will wear the cost of the booking fee. For example: - Clinic/Practitioner approves request, patient charged **$17.07** - Net amount **+$15.00** goes to clinic or practitioner's payment account, as patient covers booking fee **0.57c processing fee + $1.50 service fee** - Clinic later refunds request, charge is refunded in full - **(-$17.07)** from clinic's or practitioner's\* payment account goes to the patient, and clinic wears cost of the booking fee. \*Please note: by default payments are set up to a clinic's payment account, however if your practitioner is set up to receive direct practitioner payouts then it is their account that will be utilised.