Linked Refunds

Responding to payment errors is easier than ever with Linked Refunds. Refund payments directly from a payment record while maintaining a clear audit trail that links the original payment to its refund. All refund activity is automatically recorded in the account ledger for accurate financial tracking.

This is being gradually rolled out and will be available for all customers soon.

Supported Refundable Payment Types

Linked refunds are available for the following payment types:

• POS Payments

• ACH Payments

• Batch Payments

• MyProcare Payments

Important Rules and Limitations

Please review the following before issuing a refund:

• Only full refunds are supported using this workflow. Partial refunds are not allowed.

  • To issue a partial refund, use the POS refund flow.

• Payments must be fully processed before they can be refunded.

• Refunds must be initiated within 60 days of the original payment.

• Linked refunds must be initiated from the original payment record.

• Refunds are returned to the original payment method (Card or ACH).

• Payments made through the Procare Mobile App cannot be refunded using the linked refund workflow.

  • If needed, issue a manual refund via POS.

• Linked refunds show the relationship between the payment and refund, but do not display a connection to the original charge.

• Refunds issued through the TE POS workflow are not linked to the original payment.

• Users will have access to Linked Refunds if they have permissions enabled for Refund Account Ledger Entries under 20.020.60.55 in the user group limits.

ACH Refunds

ACH Payments typically take 3-4 business days to settle. There is a small window during which a refund can be processed before the ACH funds are settled.

To Refund a Payment

Navigate to the Account

1. From Family Data & Accounting, locate and select the appropriate Account.

2. Select the Account Ledger icon to view payment history for the account.

Locate the Payment

1. In the Account Ledger, locate the payment that needs to be refunded.

2. Select the three‑dot (⋮) menu next to the payment.

3. Choose one of the following:

   • View Details (to review the payment before proceeding), or

   • Refund Payment (to begin the refund process)

   • Void (to void the payment if applicable)

   

Initiate the Refund

1. Select Refund Payment.

2. Enter a Refund Reason.

   This field is required and must be completed to proceed.

3. Select Refund.

4. Review the confirmation message and select Confirm Action to complete the refund.

5. The refund is processed back to the original payment method.

6. The system automatically updates the account ledger, ensuring accurate and complete financial records. The date the refund was initiated is indicated on the ledger.

   

Payment Transaction History

1. Select View Details to see a complete history of all charges, payments, and refunds associated with that transaction.

   

Surcharge Behavior

If a payment included a surcharge, this is clearly identified in both the Payment Transaction History and the account ledger. Instead of appearing in green as a refund, the surcharge is shown in blue as a charge reversal, indicating that the surcharge amount was reversed rather than refunded.