Overview
Refunding a package automatically marks it as inactive. If you refunded by mistake and want to reopen the balance while keeping the package active, follow the steps below instead of issuing a new refund.
💡 Important: Voiding the refund in Step 1 reverses the transaction. If the original refund was sent to the patient's card, voiding it will charge that card again to take the money back.
Steps to Reopen the Package
Open the package invoice and scroll down to the Invoice History section. Click Void Refund.
Once voided, the invoice will show as paid in full.
Scroll back to the top of the invoice and click Refund/Adjust again. Select the package charge, but this time choose the Credit Mistake option. This unapplies the payment and creates a credit for that amount instead.
The invoice balance will now show as open. From here you can:
Add a missed package price adjustment or discount by editing the invoice.
If the patient is paying in installments or need a partial refund, go to Payments and Credits and partially refund the credit back to the patient.
Return to the invoice and apply the payment again to partially apply it.
This gets you to the original goal: refunding or partially refunding the package amount to the patient, or applying a discount you missed — all while keeping the package active and open for future payments.
Questions? Reach out — we're happy to help! ✨