When a refund is issued through SigmaMD, it does not appear immediately in the patient’s credit card portal. The refund process involves batch clearing, and it typically takes 1-2 days after the batch processes for the refund to post to the patient’s account. Here's a detailed explanation:
How Refunds Are Processed
- Batch Processing:
- Refunds are processed in a daily batch. The batch must first clear before the refund begins the posting process.
- Posting Timeline:
- After the batch clears, the refund will post to the patient’s credit card account within 1-2 business days. This timeline is standard for most financial institutions.
Example Scenario
Below is an example of how refunds are reflected in the system:
- Sale Transaction:
- The original charge of $50.00 was processed and approved on Jan 23, 2025, at 8:08 AM.
- Refund Transaction:
- A refund of $50.00 was initiated on Jan 24, 2025, at 5:21 AM.
- The refund will not appear in the patient’s credit card portal until the batch clears and will post to their account 1-2 business days later.
Key Points to Communicate with Patients
- Processing Time: Refunds require batch processing and do not show up immediately in the patient’s credit card portal.
- Posting Timeline: Refunds typically post to the patient’s account 1-2 business days after the batch clears.
Addressing Multiple Charge Concerns
If a patient reports multiple charges on their credit card portal more than 2 business days after the refund, kindly request a screenshot of their bank or credit card portal for verification. This will help confirm the issue and provide clarity. Check the transaction history in SigmaMD to ensure no duplicate charges were processed. If discrepancies are identified, escalate the matter to SigmaMD support for further investigation.
Need Further Assistance?
If you or your patient have additional questions about refund processing timelines, feel free to contact our support team for clarification.
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