Refund a Tyro payment to card

Refund a Tyro card payment back to the patient's card from their Transaction Listing. The refund goes to the same merchant account as the original charge.

Before you start

Start from the original card payment. A Tyro refund must link to it.
The payment must have no allocations. If any of it is allocated to an invoice, remove the allocations first. A card refund uses patient credit in the same way as a cash refund. See Patient Refunds.
Your user account has the ProcessTerminalPayments permission. You will still need the Tyro Refund Pin on the terminal itself to process a refund.

Refund the payment

Open the patient's Transaction Listing.
Select the payment that contains the terminal charge.
Click Refund to Card in the Actions group, below Statement.

If the Refund reason dialog appears, select a reason from the drop-down and click OK. It only appears if your practice has refund reasons set up.

In the Refund to card dialog, check Amount to refund. It defaults to the payment's unallocated credit. Reduce it for a partial refund.
Select the Terminal. You can use any enabled Tyro terminal at your current location.
Expand Original transaction to check the date, card, provider and the amount left to refund.
Click Refund and follow the prompts on the terminal.

When Tyro shows APPROVED. Print customer copy?, click YES or NO. Card receipts print on the terminal, not from HealthTrack.

When Tyro approves the refund, the window closes. HealthTrack records a refund against the patient's credit, with the Tyro reference in the comment.

The provider can't be changed. The refund always goes through the original charge's merchant ID. The amount can't exceed what's left to refund on the original charge or the patient's available credit.

Messages you might see

Message	What to do
No credit to refund	The payment still has allocations. Remove them, then try again.
Choose the charge to refund	The payment has more than one card charge. Select the right one by date, card type, amount and reference, then click OK.
Can't refund this payment	No terminal at your current location can refund this provider's charge. Click Close, then sign in at the location where the payment was taken, or ask your practice manager to add the provider's MID for this location.
Refund recorded on terminal only	The card was refunded but HealthTrack couldn't record it. Click Retry. Don't refund the card a second time. If it still won't record, contact HealthTrack Support.

A refund taken on a terminal at a different location from the original payment may be declined. HealthTrack warns you when this applies. Use a terminal at the original location where possible.