Client account management: Returns and refunds
Instructions and tips on returning and refunding a client account.
Before you start
- Have the original invoice available to ensure the correct items, staff ID, and revenue center are used for the return.
Important!
- Refunding a lab test or imaging service may prompt for the associated request window. Cancel the request window, remembering to change the quantity to the appropriate negative quantity.
- If most or all of a posted invoice needs to be ‘returned’, you can void the invoice . Security permission is required to void invoices.
Return and refund examples
- A patient is not eating a prescribed diet.
- The client changed their mind on a histopathology test.
- The patient was billed for a service that was not received or was overcharged, such as a bath or miscounted nights of boarding.
- Correcting individual items invoiced under the incorrect staff or revenue center
How to return and refund items
- Create a new invoice, selecting the appropriate Invoice type, if using. Verify or change the receptionist Staff ID to accurately reflect who is processing the invoice.
- Enter the Invoice Item ID of each returned item using a negative quantity. Use the same staff ID and Revenue Center as the original transaction for accurate staff revenue reporting.
- The price that appears is based on the item’s current price. Modify if needed.
- If the item is set up with a dispensing fee, a message appears asking whether you want to include the dispensing fee. Click Yes or No.
- Verify invoice total is correct. Apply or remove sales tax, discounts as needed.
- Click Post.
- On the Post Invoice window, do one of the following:
- Credit the client account: Uncheck Apply payments and click OK.
- Issue a refund: Leave the Apply payments checked and click OK to proceed to the payment window.
- Enter your cashier password, if using and press the Tab key.
- In the amount field, right-click and select Invoice balance. If entering the amount manually, use a the negative ( – ) symbol in front of the payment amount.
- Select the payment type.
- If using an integrated card payment type, the Return window appears. Based on the vendor, select Credit or Debit for the transaction.
- Complete all required fields and process the transaction.
- Verify New Payments, Cash refund, and Balance after payments amounts are correct.
- Click Post.
Integrated credit card processing
Don’t have integrated payments? Visit our Cornerstone Payments page to learn more about the benefits integrated payments provides including eliminating manual errors, faster transaction time, online payments, and more.
- In Cornerstone 9.7 and above, integrated credit card refunds now prompt for the original transaction. This allows you to refund a pet owner without asking for their card and ensures the staff can only refund up to the original transaction amount, ultimately reducing risk for fraud.
- In versions prior to Cornerstone 9.7, depending on payment processor, you may need to enable Allow Forced Credit in order for you to enter a negative amount. If you are unable to enter a negative number in the Amount field, contact Cornerstone software support to enable this setting.
- The Order ID is displayed in the payment window and can be used to locate the transaction in your payment processor’s portal.
Additional information
General
- After posting the return invoice, check the patient’s reminders and make any necessary corrections.
- Returning a prescribed item does not void the prescription label, but does return quantity back to inventory.
- Check for and delete pending lab or imaging requests, if refunding an associated lab test or radiograph.
- Deleting a request in Cornerstone also cancels the test at the laboratory if the sample has not been scanned.
- If the sample has been scanned at the laboratory, you will be notified to call the laboratory to cancel the request.
Related reports
- Daily Deposit Report
- Daily Payment Register – By Payment Type
- Itemized Audit Trail
