It’s easy and instant to void or refund a payment in Flywire!
Only certain users will have refund and void permissions. However, any Flywire user can be granted these permissions.
To void or refund a payment, you will first need to locate the patient's account in Flywire on the Accounts tab.
After you have done this select the Payment tab on the page. This will display all of the transactions for the account. Find the payment you wish to void or refund and then select the link on the right hand side of the screen.
To learn more, check out the following video clip:
Voids
- If a card or check payment is cancelled the same day it was collected (before 10pm Eastern Time) no charge will show on the patient’s card. This is known as a void. However some banks will mark the funds as pending, but that will drop off their account within a few business days.
- Any back office user can void a payment.
Refunds
- At 11 pm Eastern Time, all card and check payments settle. After this point, the patient’s card will show a charge. In order to cancel it, you will need to issue a refund.
- Only certain Flywire users have access to refunds. If a user has this permission they’ll see a “Refund” link next to a payment record in the patient’s account. Otherwise, this space will be blank.
- The refund can either be for the full amount or only a portion of the total transaction.
- Refunds generally take 2-6 business days to appear back on a patient’s card or in their account, depending on the issuing bank.
A note about refunds and credit cards...
Limits as set by Visa and Mastercard allow up to 6 months from a credit card transaction date to process a refund to the consumer. But, a provider can set a window less than that in Flywire if they choose. Flywire does not allow a limit to be set in our system, but rely on the provider to train their staff appropriately.
There is a 30 day 'reversal of refunds' set by Visa and Mastercard, but Flywire does not support a reversal of credit card refunds in our system, we only offer the ability to refund the card transaction.