When it comes to issuing refunds in Jane Payments, we submit a refund to your patient’s bank immediately after the refund is processed. Once a payment has been refunded, you’ll see a little banner next to the refund, as well as a Reference Number - this lets you know that the refund has been successfully processed behind the scenes.
From there, it can take anywhere up to ten business days for your patient’s bank to process the refund, and deposit it back into their account.
Verifying Refunds Through a Report
Another area to verify that refunds went through is the Jane Payments Transactions report. This report will show each successful refund right under the original transaction.
To access that report, head to the Reports tab and select Jane Payments Transactions, which will be located under the Billing section. Here, you can use the Date Range filter to select the date the payment was received. You should see the refund appear (with an orange Refund tag) right under the transaction in a similar way to my image sample below:
Same Day Refunds
If a refund is issued soon after the original payment, like on the same day, it may be processed as a reversal. That means the original charge is cancelled before it fully settles, instead of a separate refund being issued.
When this happens, the original charge will simply disappear from your patient’s credit card statement—but not immediately. It can take a few business days for the charge to drop off, depending on the card-issuing bank.
🕐 If your patient hasn’t seen the charge drop off after about 10 days, we’d recommend having them reach out to their bank first to confirm the refund’s status.
If the bank confirms there’s no refund or reversal, feel free to reach out to us at [email protected] or call us at 1-844-310-5263. We’re always happy to take a closer look behind the scenes and help sort it out.
📍Note: There are no additional transaction fees when issuing a refund through Jane Payments, but the original transaction fee won’t be returned.
Additional Notes
If a payment was not processed through Jane Payments but was mistakenly marked as a refund, you can reverse and delete it. For detailed instructions, check out our Deleting or Reversing a Refund Recorded in Error guide for more detailed steps and information.
Note📝 : Only refunds from payment methods made outside of Jane can be reversed. These would be payment methods like Cash, Interac eTransfer or Venmo. If your clinic is using Jane Payments then you won’t be able to undo a pending or completed refund.