NaturaeSoft Support - Knowledge Base

Category: Training | Module: OfficePro | Created: 9/23/2026 | Last Updated: 10/16/2026

A card payment taken through FortisPay can be sent back to the same card from inside OfficePro - all of it, or part of it, and more than once. Whether you see VOID or REFUND depends on whether the payment has settled yet.

Open the card payment

Find the payment on the patient's Txns tab or on the encounter, and click it. Edit Patient Payment opens.
Click the credit card icon beside Check Number. The card transaction opens, with its buttons along the bottom.

If you have access to FortisPay, you can also click a transaction's date in the Credit Card Payments List to open the same screen.

VOID or REFUND

Button	When you see it	What it does
VOID	On the day the payment was taken, until that evening's settlement, and only if nothing has been refunded yet	Cancels the whole payment before it settles. It is all or nothing.
REFUND	Once the payment has settled - in practice, from the next day	Sends some or all of it back to the card. The original payment stays on record, and the refund is recorded beside it.

You only ever see one of the two. Neither appears on a declined or voided transaction.

Process the refund

Click REFUND. The Process Refund window shows the Patient, the Original Amount and the Card.
Enter the Refund Amount. It starts at the full amount that can still be refunded, and it cannot go higher - the Maximum refund is shown underneath.
Click Process Refund.

You will see the refund processed successfully. The window closes itself after a moment and the payment screen refreshes.

Partial refunds

You can refund part of a payment, and come back later to refund more. After the first partial refund the button reads REFUND followed by the amount still available, and the Process Refund window adds Already Refunded and Still Refundable. The refunds together can never add up to more than the original payment.

What happens to the visits it paid for

Most card payments are applied to a visit the moment they are taken. When the payment you are refunding has been applied, the Process Refund window warns you first: This payment is already applied., followed by how much is allocated and to which visits.

Any part of the payment that is not applied to a visit is refunded first. A refund no bigger than that leaves the visits alone.
Beyond that, the refund takes the money back off the visits it paid for, largest allocation first. The success message says how much was released, and those visits show a balance again.

That is deliberate. The patient has their money back, so the visit is owed again. Decide what should happen next - take a new payment, or reduce the charge with the right discount code - rather than leaving the balance to be found later.

Where the refund is recorded

The refund is filed against a return visit. The success message names it: Filed against return visit #, which balances to $0.00. That visit holds the refunded part of the original payment and the refund itself, which cancel each other out - so the original cannot be spent a second time, and the refund does not float around as unallocated money.

Leave that return visit alone. OfficePro will not let you remove the refund from it, because doing so would make the original payment spendable again.

If the window instead shows Needs attention:, the money has gone back to the card, but OfficePro could not finish the paperwork. Contact NaturaeSoft support with the patient's name; do not refund again.

Refunds that are not to a card

Process a Refund on the patient's page gives back a credit the patient has not used - an overpayment, for example, returned as cash or check. It records the refund; it does not send anything to a card. It is only shown to users with financial or administrator access.
To refund a gift card, use Cancel / Refund a Card in the Gift Cards section of the Payments tab on the Admin page.