Once a client has submitted a payment there is no way to stop or cancel it, so the only route to returning the money is a refund. The full amount of the payment must be refunded back to the original payment method, partial refunds are not possible. The refund will include any processing fees (for credit card payments).
Check the following
- Confirm the payment has already been submitted. Once a payment is submitted, there is no way to stop or cancel it — no cancel or stop action exists.
- Request a refund instead. Only a firm admin with the correct user permissions can request one.
Steps to make a refund
- In the Firm Portal, go to Payments (if using Aiwyn Practice, go to Accounts Receivable)
- Select Payment History
- Ensure Only show Aiwyn payments is toggled on
- Search for and find the transaction you wish to refund
- Under the Actions… column select the three small dots
- Select Issue Refund
- A small window will appear informing you the refund will process in 5-10 business days, confirm to finalize the refund process.
- An email will be sent to the Client Payer that a refund is processing for the payment they made.
Related
- How Aiwyn payments work
- Unable to process refund