--- title: How to Issue, Accept, or Decline a Refund in Docnote description: Learn how to issue a refund directly, and how to review, approve, or decline a patient refund request in Docnote. image: https://www.docnote.com/hubfs/Website%20Photos/docnote-og-default.png --- [Skip to content](https://www.docnote.com/help/how-to-issue-accept-or-decline-a-refund-in-docnote#main-content) [![logo-blue-hour-svg](https://www.docnote.com/hubfs/Logos/logo-blue-hour-svg.svg)](https://www.docnote.com/?hsLang=en-ca) Open main navigation Close main navigation - [Contact Support](https://www.docnote.com/customer-support) [Contact Support](https://www.docnote.com/customer-support?hsLang=en-ca) How can we help you? - There are no suggestions because the search field is empty. 1. [Docnote Knowledge Hub](https://www.docnote.com/help?hsLang=en-ca) 2. [Physician](https://www.docnote.com/help/physician?hsLang=en-ca) 3. [Service Management](https://www.docnote.com/help/physician?hsLang=en-ca#service-management) # How to Issue, Accept, or Decline a Refund in Docnote ## Learn how to issue a refund directly, and how to review, approve, or decline a patient refund request in Docnote. Docnote supports two refund scenarios — refunds initiated by the office due to an internal error, and refunds requested directly by the patient. Both processes are managed within the request and must be completed within **30 days of the original payment date**. ⚠️ **Important:** Refunds must be processed within **30 days** of the payment date. After this period the refund option may no longer be available. --- **Part 1 — Issuing a Refund (Office Initiated)** This applies when the office needs to issue a refund due to an internal error, without the patient having submitted a refund request. 1. Open the relevant request from your **Docnote dashboard**. 2. Select the **Payment Info** tab at the top of the request. 3. Select **"Refund Payment"**. 4. A confirmation prompt will appear — select **Confirm** to proceed or **Cancel** to halt the refund. 5. Once confirmed, the **Payment Info** tab will update to reflect that the payment has been refunded. 6. The refund will also be recorded in the **Timeline** tab for your reference. --- **Part 2 — Reviewing a Patient Refund Request** Patients can request a refund directly from their Docnote account. Once submitted, the office will be notified and can review and action the request. **How the patient initiates the refund:** - The patient selects **Request Refund** under Payment Details in their account and provides a reason. The request status will update to **Refund Requested**. **How the office is notified:** - The staff members assigned to the request will receive both an **in-app notification** and an **email notification**. - The request will appear as **Refund Requested** on the office dashboard. **How to review the refund request:** 1. Select the **Refund Requested** button on the request. 2. A pop-up will display the refund details including the patient's reason for the request under **"Provided Reason."** 3. Choose to either **Approve** or **Decline** the request. ⚠️ **Please note:** Approving or declining a refund request is **final and cannot be undone.** --- **Part 3 — Approving a Refund Request** 1. Select **"Approve Request"** then select **"Confirm"** to finalize. 2. The request status will update to **Cancelled**. 3. The patient will receive an **email notification** confirming the refund has been issued along with a receipt. --- **Part 4 — Declining a Refund Request** 1. Select **"Decline Request"** and provide a reason or any additional notes for the patient. 2. Select **"Confirm"** to finalize. 3. The patient will receive an **email notification** that their refund request has been declined along with the reason provided. 4. 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