Refund Manager

EARLY ACCESS ONLY

With this release of Dentrix Ascend, you can now restrict the refunding of credit card transactions by amount per user role. Also, there is a new report to track refund requests.

Security right enhancement

The existing security right “Void/refund transaction processed by credit cards” (in the “Ledger” category) has been enhanced. This right still controls if a user can void or refund a credit card payment that was posted using Dentrix Ascend Pay, but now you can select the maximum amount a user is authorized to process a refund for.

Note: This security right requires the “Create charge adjustment” and “Credit Card payment in-office” security rights.

With the Void/refund transaction processed by credit cards checkbox selected, Refund Unlimited is selected by default.

Do one of the following:

• To allow a user to process a partial refund without an amount restriction or a full refund, leave Refund Unlimited selected.
  
  

  

  
  
• To set the maximum amount a user is allowed to refund, select Refund up to $500, Refund up to $1000, Refund up to $2000, or Refund up to $5000. With one of these options selected, a user can (a) process a refund up to the maximum allowed amount or (b) request a refund.
  

  

  
  
• To allow a user only to request a refund, select Request Only.
  

  

  
  

Processing refunds and requesting refunds

In the Edit Payment dialog box for a credit card payment, the refund options vary according to the user’s limit:

• If an unlimited amount is allowed, do one of the following:
  • To process a full refund, on the Refund menu, select Full Refund (see Example A).
    
  • To process a partial refund, on the Refund menu, select Partial Refund (see Example A).
    
• If a limited amount is allowed, do one of the following:
  • If the allowed amount is greater than or equal to the payment amount, do one of the following:
    • To process a full refund, on the Refund menu, select Full Refund (see Example A).
      
    • To process a partial refund, on the Refund menu, select Partial Refund (see Example A).
      
  • If the allowed amount is less than the payment amount, do one of the following:
    • To process a partial refund, on the Refund menu, select Partial/Request Refund (see Example B).
      
    • To request a refund, do one of the following:
      • To request a partial refund, on the Refund menu, select Partial/Request Refund (see Example C).
        
      • To request a full or partial refund, on the Refund menu, select Request Refund (see Example D).
        
• If only a request is allowed, to request a full or partial refund, click Request Refund (see Example E).
  

Example A:

OR

1. On the Refund menu, select Full Refund or Partial Refund.

2. The steps for processing a full refund or a partial refund are the same as before.

Example B:

1. On the Refund menu, select Partial/Request Refund.

The Enter Charge (+) Adjustment dialog box appears.

2. Enter an Amount that is less than or equal to the allowed amount.

3. Add Notes to explain the reasons for the refund.

4. Click Process.

The Edit Charge (+) Adjustment dialog box appears.

5. Click Save & Close.

Example C:

1. On the Refund menu, select Partial/Request Refund.

The Enter Charge (+) Adjustment dialog box appears.

2. Enter an Amount that is greater than the allowed amount but less than the payment amount.

3. Add Notes to explain the reasons for the refund.

4. Click Request Refund.

The Edit Charge (+) Adjustment dialog box appears.

5. Click Save & Close.

Example D:

1. On the Refund menu, select Request Refund.

The Refund Transaction dialog box appears.

2. Enter notes to explain the reasons for the refund and how much of the payment should be refunded (if not the whole amount).

OR

3. Click Request Refund.

Example E:

1. Click Request Refund.

The Refund Transaction dialog box appears.

2. Enter notes to explain the reasons for the refund and how much of the payment should be refunded (if not the whole amount).

OR

3. Click Request Refund.

Note: After you request a refund, a “Refund Requested” tag is automatically added to the payment, and a notice in red text appears in the lower-right corner.

Inbox for Refund Manager

Refund requests appear in the corresponding location’s Inbox. There is a new Refund Manager option on the User menu. This option takes you to the new Refund Manager tab of the Inbox.

Note: If your user role allows only for you to request refunds, Pending appears in the Refund column for each request.

Note: You can click a name (which is a link) in the Patient Name column to go to that patient’s ledger.

An Actions menu for a given request varies according to the user’s refund limit:

• Full Refund – This option is always available for a user with an unlimited refund allowance. This option is available for a user with a limited refund allowance only if the allowed amount is greater than or equal to the requested amount.
  
• Partial Refund – This option is always available for a user with an unlimited refund limit and for a user with a limited refund allowance.
  
• Reject Refund – This option is always available for a user with an unlimited refund allowance. This option is available for a user with a limited refund allowance only if the allowed amount is greater than or equal to the requested amount.
  

Rejection

To reject a request, do the following:

1. On the request’s Actions menu, select Reject Request.

The Reject Request dialog box appears.

2. Enter a note to explain why the request is being rejected.

3. Click Reject.

For the request, Rejected now appears in the Refund column.

Full Refund

To approve a full refund, do the following:

1. On the request’s Actions menu, select Full Refund.

The Refund Transaction dialog box appears.

2. Click Refund.

The Edit Charge (+) Adjustment dialog box appears.

3. Click Save & Close.

For the request, Refunded now appears in the Refund column.

Partial Refund

To approve a partial refund, do the following:

1. On the request’s Actions menu, select Partial Refund.

The Enter Charge (+) Adjustment dialog box appears.

2. Enter an Amount up to the requested amount but less than the payment amount. Also, if your user role has a limited refund allowance, the Amount cannot be greater than the allowed amount.

3. Optionally, enter Notes.

4. Click Process.

The Edit Charge (+) Adjustment dialog box appears.

5. Click Save & Close.

For the request, Refunded now appears in the Refund column.

Partial Refund After Rejection

If a request was rejected, a user with a limited refund allowance can process a partial refund for the corresponding payment up to the amount allowed for your user role; a user with an unlimited refund allowance, can process a partial refund for an amount that is less than the payment amount. Do the following:

1. Click the payment on the patient’s ledger.

The Edit Payment (-) dialog box appears.

2. Click Partial Refund.

The Enter Credit (+) Adjustment dialog box appears.

3. Enter an Amount according to the following criteria:

• For a user with a limited refund allowance that is less than the payment amount, enter an amount that is less than or equal to the allowed amount.
  
• For a user with an unlimited refund allowance, or for a user with a limited refund allowance that is greater than or equal to the payment amount, enter an amount that is less than the payment amount.
  

4. Enter Notes regarding the partial refund.

5. Click Process.

The Edit Credit (+) Adjustment dialog box appears.

6. Click Save & Close.

Refund Manager Report

Someone who has been granted the “Financial Reports” security right (an existing right) can use the new Refund Manager Report to track refund requests so they can be processed by someone who has been granted access to process refunds; of course, that user can process refunds only up to the amount allowed by his/her user role (except if the role has been allowed an unlimited refund amount).

To view the report, on the Home menu, select Refund Manager Report.

The Refund Manager Report page opens and displays refund requests for the location that you are currently logged in to. For each request on the report the following details appear: the location, date it was requested on, requester who approved or rejected it, notes (from the requester and reviewer; click the See more link to view all notes), patient’s name, payment date, status (Pending, Rejected, or Completed), and refunded amount (if the status is Completed).

Notes:

• If necessary, on the Location menu, you can choose to view requests for other locations that you have access to.
  
• You can specify how many requests per page are displayed.
  
• If all items do not fit on one page, navigate between the pages as needed by clicking a page number, Previous, or Next.