Refund or Void a Credit Card Payment

Refund or Void a Credit Card Payment

What is the difference between Voiding and Refunding Credit Card Payments?

  • If the Payment is stopped the same day that the Receipt was created and processed, the Void button will be available to use.
  • If the Payment needs to be stopped anytime after the day it was created and processed, the Refund button will be available.
  • To Refund a Receipt, it must be posted to an Encounter.
  • Note: Merchants may not accept electronic Refund Payments after 30-120 days.


Void a Credit Card Payment

If a payment is stopped the same day it was captured, it is considered a Void.

  • The Receipt Dashboard will have a Void button.
  • If it is the next day or afterward, the button changes to Refund.


Void Process

  1. On the Receipt Dashboard, select the VOID button.

  1. Enter a Reason.
  2. Select the checkbox acknowledging that this action cannot be undone
  3. Select the Submit button.

View the Voided Receipt

The Receipt is deleted, and a message is sent to the Credit Card Vendor to Void the Payment.

  • The deleted Transaction can be viewed on the Receipt History screen.
  • Payments > Receipt History link
  • Filter Criteria: Select Include or Only for the Deleted field.
  • The Deleted Receipts will be highlighted in red.


No Void Button On The Receipt

The Void feature is only available on the day the credit card was run. If you do not see this button, your Site Admin can change your permissions. See Permissions and Roles Management.

If it is the day after the receipt is run, use the Refund process.  It is not recommended to perform the void from the Nexio website.


Refund a Patient Credit Card Payment

***A Refund Receipt cannot be deleted after it has been Processed.

If a Credit Card Payment is stopped after the day it was captured, it is considered a Patient Refund.


To Refund a Credit Card, connect to a Reference Batch.

  1. On the Receipt Dashboard, choose Refund.

On the Create Refund Receipt screen:

  1. Refund Type: Patient Refund
  2. Mailed Date: Enter the Mailed Date
  3. Patient ID: Defaults to the Patient that made the Payment.
  4. Refund Amount: The full amount will default in this field.
  • If this is a partial refund, modify the Refund Amount on the next screen.
  • Depending on your Merchant Service Provider, the screen may be a little different for this step.
  • If the screen has a checkbox for Electronic Refund, leave it checked.
  1. Enter additional info if applicable.
  2. Enter a note explaining why the refund is being done.
  3. Select Save [F2].


  1. On the pop-up window, select the checkbox beside the Processed amount.
  • The Refund amount can be changed in the To Refund column.
  • You have options to Modify the Receipt or the Reference Batch before Processing.
  1. Select the Process Refund [F2] button.

  1. Merchant Processor Log


NMI Specific Screens

The Processed Refund is listed in the Merchant Processor Log panel.


Learn More

Credit Card Services Overview

Flow Chart for Processing Credit/Debit Cards

Add/Process a Credit Card Payment

Modify a Credit/Debit Card

Payment Plans

Online Bill Pay

Process Electronically: Credit Card System Setting

Find a Credit Card Receipt




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