In the firm portal, you may request a refund for payments made through Aiwyn. Only the full payment amount can be refunded, partial refunds through the Firm Portal are not possible.
Clients cannot process refunds themselves, refunds can only occur via the Firm Portal. Aiwyn Support will never make a refund via the Firm Portal at a client's request. Instead we direct clients to contact your firm to request a refund.
In order to process a refund through the Firm Portal, you must have the funds available to cover the full refund amount. Click here for more information.
Refunds, once processed and removed from your bank deposit payout, are pushed to your Payment Deposit Report so that you can unallocate or void that payment in your Practice Management system.
A refund cannot be processed more than 90 days after the original payment date.
The refund entry will publish as a negative value in your Payment Deposit report, one line for each item the refund was intended to pay off.
Click Here for More Information regarding Refunds, swept transaction fees, and your Payment Files.
Steps to request a payment refund:
- Log into the firm portal.
- Select “Payments from the menu along the left side.
- Ensure you are in the default Payment History tab.
- Search for and find the payment you would like to refund.
- Select the three dots to the far right under the "Actions" column and click “Request Refund”.
- Select to confirm the refund.
- A refund will be issued to the client in 5-10 business days.
- Both you and the client who paid will receive an email notification that a refund has been requested.
- There are no fees to refund a payment. However, Aiwyn's processing fees on the original payment will not be returned in the case of a refund.
See also: Unable to Process Refund