Refunds and Cancellations

You can issue a refund by locating the original transaction and submitting a refund for either the full or partial amount.

To do this:

  1. Navigate to Akute Pay → Payments
  2. Locate the payment in question and click to expand details
  3. Click "Refund" in the top right corner
  4. Enter the refund amount (this can either be the full or partial amount) and select the reason
  5. Click "Refund" at the bottom of the pop-up window to confirm
In this GIF, the transaction has already been located + clicked to expand details.

After you've created a refund, you'll notice a separate Refund transaction in your payments section. This is because these are considered multiple transactions: first the initial transaction, and later the refund(s). This allows you to track the status for each phase of the entire transaction.

Transactions can be canceled before they settle (typically on the same day they're initiated) or refunded after they settle. When you cancel a transaction, it never completes and your patient keeps their funds. Once a transaction has settled, you'll need to issue a refund instead.