• Careville Home
  • Instinct.vet
  • Pick The Brain Articles
  • Instinct Emergencies

Hello, How Can We Help You?

Instinct EMR
Navigation
Back To TopicsEMR User Guides
  • Account Deposits, Account Credits, & Unapplied Payments Guide
  • EMR Health/Service Reminders Guide
  • Username and Passwords
  • Taxes, Non-taxable Sales, and Discounts Report
  • Transaction Details Report
  • Transaction Summary Report
  • Standalone Patient Documents
  • Open Invoices Report
  • Incomplete Charts Report
  • Accounts Receivable (A/R) Summary Report
  • EMR Vaccine Reminders Guide
  • EMR PDF Label Printing Guide
  • Provider Summary and Details Analytic Reports
  • EMR Financials and Account Ledger Guide
  • EMR Analytics Guide
  • EMR End of Day Processing Guide
  • EMR Discounts Guide
  • EMR Invoice Guide
  • EMR Refunds and Returns Guide
  • EMR Taxes Guide
  • Invoice Closing
  • EMR Integrations Reference Guide
  • Asteris Integration
  • Cubex Integration
  • Heska Point-Of-Care Diagnostics Integration
  • IDEXX Diagnostic Integration
  • EMR Controlled Substance Report
  • EMR Gravity Text/Link To Pay
  • Merging and Transfers Guide
  • EMR Administrator Guide
  • EMR Business Office Guide
  • EMR Reference Guide
  • EMR Charting Guide
  • Rapid Registration
  • EMR Anesthesia (Ax) Mode
  • Outage Guidelines
  • EMR Rounds/Case Review Guide
  • EMR Drawing Block Guide
  • Task List User Guide
  • User Roles and Permissions Guide
  • EMR Student/Draft Mode Guide
  • EMR Appointment & Event Calendars
  • EMR Estimate Guide
  • EMR Prescription Guide
  • EMR DYMO Integration with Web Connect Service Guide
  • EMR Shareville Guide
  • EMR Shareville rVet Guide
  • EMR Comm Log User Guide
  • EMR Referrer Guide
  • EMR Gravity Payments User Guide
  • EMR Inventory Guide
  • Outpatient and ER Workup Guide
  • Common Hospitalization Workflows
  • Ordering, Charging, & Changing Fluids, Additives, and CRI's
  • Maintaining Instinct
  • How Instinct EMR Captures Charges
  • Streamlining Charges - Instinct EMR Tips and Guidelines
  • Dictation Programs in Instinct
Analytic Reports
  • Taxes, Non-taxable Sales, and Discounts Report
  • Transaction Details Report
  • Transaction Summary Report
  • Open Invoices Report
  • Incomplete Charts Report
  • Accounts Receivable (A/R) Summary Report
  • Provider Summary and Details Analytic Reports
  • EMR Controlled Substance Report
EMR Training Videos, Quizzes & Webinars
  • Instinct Academy
  • EMR Training Guide Quizzes
  • EMR Training Video: Appointment & Event Calendars
  • EMR Ax Mode Training Video
  • Instinct EMR Reference Video
EMR ProTips
  • Provider Commissions Reporting in Instinct
  • Filters/Sorting Guide
  • Insulin Therapy Guide
  • Snippets
  • Routine Maintenance of Instinct
  • EMR Product Groups
  • How does Instinct EMR handle Daylight Saving Time?
  • How do I set up an on-the-way patient in EMR?
  • How Do I Print In Instinct EMR?
  • Alerts Guide
  • Patient Safety Warnings For Chemotherapy Medications
  • What is an EMR Superuser?
  • Reopening a Visit/Treatment Sheet
  • How do I copy/paste Vitals in EMR?
  • EMR Assign To Me
  • EMR Invoice Tags
  • EMR ID System
  • 24 Hour Treatment View
  • Status Board not showing all patients
  • How do I mark a patient as deceased?
  • How do I skip or not complete a treatment?
  • Common OP/IP Product Groups
  • How do I record vitals if the patient isn’t due for them now?
  • Differences between Optional q1h Frequency, Every 1h, PRN, and UC
  • How do I view a previous Tx Sheet or download/print a Tx Sheet?
  • Communication Tools in Instinct
  • Weight Calculator (optional)
  • Advanced Patient Search
  • Handy Keyboard Shortcuts
  • Adding order notes, call parameters, or specific instructions to a treatment
  • Do orders reschedule automatically if I complete a treatment before/after the scheduled time?
  • Copy All Medications
  • Viewing Discontinued Medications
  • Other/Miscellaneous orders
  • Accessing Plumb's Drug Formulary in EMR
  • How do I exit full screen so I can minimize Instinct?
  • Multi-frequency orders using tabs
  • Using Emojis in Instinct
  • Vital Notes
  • How do I print a Tx Sheet?
  • How do I copy/paste vitals?
  • How Do I View or Change the Code Status?
  • Adding a One-Off treatment
  • Who Added, Changed, or Discontinued an Order?
  • Adding an Alert that doesn’t exist
  • TV Mode/Whiteboard User ID
  • How to access Instinct from a web browser
  • How do I put Instinct on a TV screen?
  • 'Instinct needs to authenticate your practice' message
  • How do I switch hospital locations?
  • I forgot/was never given a login PIN
  • Automatic Charges
  • Bulk Edit On Treatment Sheet
  • Can I change my PIN or login credentials?
  • Workflow Tags
  • How do I indicate other Patient Care Team Members?
  • Patient Safety Warning Systems
  • Triage Tags
  • How do I copy/paste from Instinct
  • How do I edit completed Vital entries?
  • How does My Board and pinning work?
  • How do I move the tx sheet if my patient was transferred to our other location?
  • Why is there no calculator for this medication order?
  • How to edit/delete a completed treatment
  • Creating/editing a Vital product
  • Viewing vitals from another visit or across a patient's lifetime
  • Why is there a money symbol next to some orders?
EMR Technology Guidelines
  • Routine Maintenance of Instinct
  • Instinct System Status
  • Hardware & Technology Guidelines
  • Installing Instinct on Home Computers
  • Internet & Power Outage Guidelines
EMR Release Updates
  • December 2022 EMR Release Updates
  • November 2022 EMR Release Updates
  • October 2022 EMR Release Updates
  • September 2022 EMR Release Updates
  • August 2022 EMR Release Updates
  • July 2022 EMR Release Updates
  • June 2022 EMR Release Updates
  • May 2022 EMR Release Updates
  • April 2022 EMR Release Updates
  • March 2022 EMR Release Updates
  • February 2022 EMR Release Updates
  • January 2022 EMR Release Updates
  • December 2021 EMR Release Updates
  • November 2021 EMR Release Updates
  • October 2021 EMR Release Updates
  • September 2021 EMR Release Updates
  • August 2021 EMR Release Updates
EMR Onboarding Documents
  • EMR On-Site Go-Live Guide
  • What is an EMR Superuser?
  • EMR Virtual Go-Live Guide
  • Medical and Workflow Guidelines
EMR Refunds and Returns Guide
Print

EMR Refunds and Returns Guide

Use this helpful guide if you need assistance processing refunds or returns.


Table of Contents

Adjusting a Controlled Drug Report in Analytics Impacted by a Product Return

Processing a Refund

Processing a Partial Refund for a Deposit on a Checked In-Patient

Processing a Partial Refund to a Credit Card Using the Clover Device

Refunds and Returns Quiz


Processing a Return for a Checked Out Patient

We’ve all been there; we accidentally overcharged a client for a service, or the client decides not to take home the prescription. How do we return a product or item? For this scenario, let’s say the client doesn’t want the prescription of Cerenia after they’ve been checked-out:

  • Check the patient back in to the OTW board. Reopening the original visit could affect your end of day reporting.
  • Overcommunicate by naming the Reason for Visit as “Returning Prescription” so that there’s a note about what happened to the original RX and why it was returned.
  • Head over to the Visit Invoice and order the item that needs to be returned, making sure to select the same prescribing Doctor for reporting purposes.
  • Update the quantity and the price as a negative number and click on the orange checkmark, saving this line item to the Invoice. Negative quantity will help with accurate inventory reports.
  • Now you can move forward to the Payments & Ledger screen to process the Refund, or check-out the patient if the client elects to have the credit left on their account.

📓 Please Note: While you can add any item to the invoice directly, any associated automatic charges will not appear on the invoice unless entered separately. For instance, if ‘IV fluids’ with an automatic charge needs to be returned, the automatic charge would need to be added separately.


Adjusting a Controlled Drug Report in Analytics Impacted by a Product Return

After completing the above steps in ‘Processing a Return for a Checked Out Patient’, head to the Analytics section. Click on Generate New Report for a date/time after you’ve adjusted the amounts of the controlled drug. Clicking on Generate will give you an On Demand report with the updated reporting information.


Processing a Refund

  • If the patient is checked-out: click Business Office > Financials > then search/select an Account.
  • If the patient is checked-in: click on the Payments & Ledger button on the patient’s Invoice screen.
  • Select the patient that needs the refund. At this time, separate transactions are required for each pet.
  • Select the Invoice that has the credit.
  • Type: Refund.
  • Method: Should match the previous Payment Method on the initial Invoice.
    • If processing Credit/Debit Cards via your facility’s card terminals, a Transaction ID field appears and is required.
    • If your hospital is using Gravity Payments and refunding a credit card – you must have the credit card present or approval from the client to collect their credit card number over the phone.
  • *Terminal: For hospitals using Gravity Payments.
  • *Postal Code: For hospitals using Gravity Payments.
  • Amount: The amount of the Refund.
  • Note: Overcommunicate if needed.
  • Click on Initiate Transaction/Record Transaction. As long as there are no other outstanding balances, the Patient Balance should indicate $0.00.

* Non-Gravity Payment customers must process Credit/Debit card transactions using your facility’s card terminals. The “Payment” module in Instinct Invoice merely documents that the transaction has been processed elsewhere.

** Gravity Payment customers will see a specific Credit/Debit Card option instead of displaying Visa, Mastercard, American Express, and Discover. These customers can process a card transaction directly from the Instinct Invoice using their Clover Device.


Processing a Partial Refund for a Deposit on a Checked In Patient

  • Click on Payments & Ledger at the bottom of the Invoice.
  • Select present Invoice Date.
  • Payment type: Refund.
  • Method: Should match the previous Payment Method on the initial Invoice.
    • If processing Credit/Debit Cards via your facility’s card terminals, a Transaction ID field appears and is required.
    • If your hospital is using Gravity Payments and refunding a credit card – you must have the credit card present or approval from the client to collect their credit card number over the phone.
  • Amount: The amount of the Refund.
  • Note: Overcommunicate if needed.
  • Click on Initiate Transaction/Record Transaction. As long as there are no other outstanding balances, patient balance should state $0.00.

Processing a Partial Refund to a Credit Card Using the Clover Device

  • Click on the merchant dashboard.
  • Look up past transactions.
  • Now you’re able to provide a partial refund without the card being present.

* For the above to occur, the admins of the hospital need to set this up with Gravity as it’s not enabled by default.

📓 Please Note: Processing a refund through the Clover Device will not capture that there was a refund performed in Instinct. You will want to process the same refund amount within Instinct to keep financial reports accurate.

💡 ProTip: Check out these links for more information about Gravity Payments, EMR Invoice Guide, and EMR Financials and Account Ledger Guide.


🧠Test your knowledge with our Careville Quiz!

CONTACT US

Instinct Science
54 East Oakland Ave
Doylestown, PA 18901
sayhi@instinct.vet
866.267.1818
GET ON OUR LIST TESTIMONIALS PRIVACY & TERMS
ABOUT JOIN US INVESTORS
Made with 🧡 in Philadelphia
© 2023 Instinct Science, LLC
Instinct System Status
  • Careville Home
  • Instinct.vet
  • Pick The Brain Articles
  • Instinct Emergencies
 

Loading Comments...