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How to Process and Record a Void or Refund in OptiMantra

Chelsea Roberts
Updated

This guide walks you through how to properly process and document a refund in OptiMantra. 

 

 

Same Day Returns (Within 24hrs) - Issue a Void

If the patient requests a refund within 24 hours of the original transaction, you should perform a Void.

Why Use a Void?

  • Prevents the transaction from settling
  • Avoids credit card processing/surcharge fees

Video: Processing and Recording a Void

 

How to Record and Process a Void

Step 1: Edit the Original Superbill

  • Delete the service or product that is being returned.
  • You can opt to add any notes regarding the return in the notes section if you would like.
  • This will result in a negative total balance on the superbill, equal to the line item that was deleted

Step 2: Record Void

  • Enter the refund as a negative payment amount.
  • Since a payment already exists on the superbill, select “Additional Payment”
  • Enter the negative amount returned into the additional payment
  • Select Card as payment type.
  • Confirm the Superbill balances to $0.00.
  • Click Save and Close.

Steps to Void the Transaction 

  • Open the patient’s Action Menu
  • Click the three lines next to “Take Card Payment.”
  • Locate the transaction in the Credit Card History.
  • Click Void.
  • Click OK to confirm.
  • This can also be preformed within the superbill while editing by selecting "Card Payment History" in the payments section


If completed within 24 hours:

  • The transaction will show as Voided
  • Transaction details (date, time, status) will populate
  • No settlement fees will apply
     

Return After 24 Hours - Issue a Refund

If more than 24 hours have passed, you must process a Refund instead of a void.

 

Video: Processing and Recording a Refund


How to Record and Process a Refund

⚠️ Important: Do NOT edit the original Superbill. It must remain as the original record of payment collected.
Instead, create a separate Blank Superbill to document the refund.
 

Step 1: Create a New Blank Superbill

  • Add the services or products that are being returned

Step 2: Convert Line Items to Negative Quantities

  • Change the quantity of refunded items to negative values (QTY -#  for each refunded item)
  • This will generate a negative total balance at the bottom.

Step 3: Record the Refunded Payment Properly

  • Now record the refund as it appears in Card Payment History:
    • Enter the refund as a negative payment amount.
    • Select Card as payment type.
    • Enter the last four digits if needed.
    • Ensure the Payment Date matches the refund date shown in Card Payment History.
  • Confirm the Superbill balances to $0.00.
  • Click Save and Close.

Steps to Refund the Transaction

  • Open the patient’s Action Menu
  • Click the three lines next to “Take Card Payment.”
  • Select Refund.
  • Enter the refund amount:
    • Full refund → Full amount is automatically populated
    • Partial refund → Enter the specific amount to be refunded
    • Enter the last four digits of the card if required.
    • Click OK.
  • Once processed - The refund details will appear in Card Payment History
    • It will show status, date, and refunded amount

Patient Overpaid - Issue a Partial Refund

This explains how to correct a patient overpayment when a discount or pricing adjustment was missed and needs to be refunded.

 

Video: Processing and Recording a Partial Refund

 

How to Record and Process a Partial Refund

Step 1: Create a New Blank Superbill

  • Add the services or products that are being returned

Step 2: Convert Line Items to Negative Quantities

  • Change the quantity of refunded items to negative values (QTY -#  for each refunded item)
  • This will generate a negative total balance at the bottom.

Step 3: Record the Refunded Payment Properly

  • Now record the refund as it appears in Card Payment History:
    • Enter the refund as a negative payment amount.
    • Select Card as payment type.
    • Enter the last four digits if needed.
    • Ensure the Payment Date matches the refund date shown in Card Payment History.
  • Confirm the Superbill balances to $0.00.
  • Click Save and Close.

Steps to Refund the Transaction

  • Open the patient’s Action Menu
  • Click the three lines next to “Take Card Payment.”
  • Select Refund.
  • Enter the refund amount:
    • Partial refund → Enter the specific amount to be refunded
    • Enter the last four digits of the card if required.
    • Click OK.
  • Once processed - The refund details will appear in Card Payment History
    • It will show status, date, and refunded amount

If the Patient Would Like a Credit

For when the patient is requesting a credit to their account in place of a refund to the original payment method.

 

Video: Issuing a Credit for a Refund Instead of Returning it to the Card

 

Whether this is for a full refund, void, or partial refund - the steps to edit the superbill remain the same except for when it comes to processing the refund back to the patient card. 

  1. Create the new blank superbill for a full return, or edit the existing superbill in the case of a void or overpayment.
  2. Edit the items and/ or adjustments needed until you have a negative balance on the superbill
  3. Instead of recording a return or additional payment - click “Create Credit Memo”
  4. This will generate a credit for future use on the patient account
  5. The superbill should now balance to zero and you can save and close

Viewing Refunds in Analytics

This guide provides a quick overview of how to locate and interpret refunds within your Analytics reports.

 

Video: Viewing Refunds in Analytics

 

Accessing the Report

  1. Navigate to Analytics > List of Reports
  2. Run the Daily Deposit report. 
    • (The Daily Deposit report appears by default when opening the Analytics page, so there is no need to reselect it unless you have previously viewed a different report.)
  3. Locate Date of Payment and move it into the Rows section by selecting the counter clockwise arrow.

By default, the report will display data from the past 7 days.

Adjusting the Date Range

  1. Select Change Date Filter at the top of the report. (Below List of Reports)
  2. Choose your desired date range.
  3. Click Run Report.

The report will refresh and display results based on your selected dates.

Identifying Refunds

  • Negative values in the report appear in parentheses ( ).
  • Each parenthetical value represents a refunded transaction.
  • Example:
    • (100.00) indicates a refund of $100.

Refunded amounts are automatically deducted from total payments, ensuring your Daily Deposit totals remain accurate and balanced.

Important Notes

  • Refunds will only appear in Analytics if they are recorded on a Superbill.
  • If a refund is not linked to a Superbill, it will not be included in the report

Viewing Refunds in Your Payment Processor

If using Auth.net or Fiserv, you can also review refunds directly through your payment processor:

  • Log in to your Fiserv or Authorize.net account portal.
  • Navigate to the transactions or reporting section to view processed refunds.

Important Best Practices


✔ When possible use a Void within 24 hours to avoid fees.
✔ Always create a separate Superbill for refunds.
✔ Quantities must be negative for returned items.
✔ Refund payment date must match the Card Payment History return date.
✔ Superbill must balance to zero.
✔ Record only the actual refunded amount (not the original full charge if partial).

 

Following this process ensures:

  • Accurate accounting
  • Clean audit trail
  • Proper reconciliation with card processing records
  • Avoidance of unnecessary fees where possible

     

 

 

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