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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. The reason for the decline will also be recorded in the Timeline tab of the request.