1. FAQs
  2. Processing Payments

How do I process a Scratch Plan refund?

For Scratch Plans patient financing (my.scratchpay.com):

No problem! Just let us know the amount that needs to be refunded in your dashboard, and we’ll remove that amount from your patient's Scratch Plan balance. We debit your practice any refunds, so we'll need debit permissions per the provider agreement.

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For Scratch Pay: digital and in-practice payments (dashboard.getscratch.com): 

To refund a Scratch Pay transaction, go to the Payment History tab in your dashboard. Find the payment record you'd like to refund by filtering by date at the top of the screen. Once you find the payment record, click on the edit icon on the far right side of the record in the Issue Refund column. On the Refund payment popup screen, enter in the refund amount and reason, then click Refund. The refund will appear on your client's bank or card statement in 2 to 5 business days. 

issue-refund

Note: if you are using our Vetspire or AVImark integrations, you will need to separately update the payments as refunded in your respective system.