Refunds, voids and who is allowed to do them

Reversing money is the one thing on a payments platform that should be slightly harder than taking it. Medipay makes refunds quick for the people allowed to make them, and invisible to everyone else.

Refund or void?

• A void cancels a payment before it settles: the patient is told they were never charged and nothing moves
• A refund returns money after settlement, in full or in part: the patient gets a branded confirmation explaining the money is on its way back
• Both are done from the payment itself: choose the amount, pick a reason, confirm

What the patient sees

The refund confirmation explains that the return takes a few working days depending on their bank, and the receipt for the original payment shows the refund against it. A cancellation before settlement sends a different message, that they were never charged, so nobody rings reception asking where their money is.

Roles: admin, supervisor, staff

Every workspace has three roles. Admins manage users, settings and branding. Supervisors run the desk: by default they can refund and void, manage products and prices, and manage card machines. Staff take payments, send links, and see patients, reporting and reconciliation, and cannot reverse money unless an admin says so.

The permission matrix

Admins can change the defaults for each role from Settings: process refunds and voids, manage products and prices, manage terminals, developer tools and API keys, view reporting, use reconciliation, view patients. The portal hides what a role cannot do and the server enforces the same rule, so a hidden button is never the only safeguard.

Keeping a clean record

• Every refund carries a reason; pick the honest one, it is what finance will read later
• Refund against the original payment, never by bank transfer, so the reconciliation still matches
• For a dispute raised by the patient's bank rather than a refund you chose to make, see the chargebacks guide

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