Only the recipient of funds can reverse a payment.
If you are the payer needing to reverse a payment, please contact your insurance company directly.
For a payment voided before 8 pm Eastern the same day, the processing fees will also be voided.
A payment voided after 8 pm Eastern is considered a Refunded Payment and the processing fees will need to be covered by either the agency or the payer.
You can refund a credit card transaction between 3 and 60 business days after the original transaction, and you can refund an ACH transaction between 6 and 60 business days after the original transaction. This is because ACH transactions take longer to deposit and we want to protect you from issuing a refund too early.
You will be able to make full and partial refunds. There are no additional fees for refunding a payment.
How to Reverse a Payment
1. Visit your dashboard (sign in)
2. In the Transaction menu click the transaction ID to visit the details page
3. Use the ‘Void Payment’ or ‘Refund Payment’ button to perform the desired action.
Credit card payments return to your payer in one day and ACH payments return to the payer in two days.
4. Read the Warning, select the amount, and confirm
Be aware that transaction fees are non-refundable. If you choose to refund the full amount, your agency will be covering the transaction fee.
Hitting “Confirm” will initiate the process. All parties will then receive an e-receipt.
Questions? Contact Customer Support at firstname.lastname@example.org.