Creating Refunds and Store Credit
Video: Creating a Refund or Store Credit
Creating a Refund
{% stepper %} {% step %} In the Express Checkout section of the Dashboard, select a dispensary and then click +Refund.
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You cannot create an invoice or a refund using OutSmart until you have selected a dispensary.
{% step %} In the refund window, select the original practitioner and client, then choose a billing address.
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Once you have selected a customer, clicking the Billing Address box will let you choose a billing address from the addresses on that customer’s file.
{% step %} Select a product or service from your dispensary to refund. If you are refunding a product, the stock will be automatically added back to your dispensary. You can also manually enter a description and price for a service.
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If you select a product or service from your dispensary to refund, OutSmart can report what products have been refunded. If you are refunding a product, it will also add the stock back to your dispensary.
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If you choose to write a description of the service you are refunding, you will need to set the price of that service manually under the Unit Price column.
{% step %} Scroll down to the Payments section, choose a refund method, and save the refund.
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Depending on what refund method is chosen, you may have to do additional steps, like issue a refund from your credit card processor.
Applying a Refund as Store Credit
To issue a refund as store credit, follow the normal steps for creating a refund. In the Payments section, select Store Credit as the payment method. The credit will be automatically added to the customer’s account when you save.
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Saving a refund with store credit as the payment method adds store credit to the customer’s account.
Using Store Credit to Pay for an Invoice
When you create an invoice for a client who has store credit on file, the available credit will be displayed in the Payments section.
{% stepper %} {% step %} Create a new invoice for the client.
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You cannot create an invoice or a refund using OutSmart until you have selected a dispensary.
{% step %} Add all the billable items to the invoice.
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Add each billable item to the invoice. If you need to bill more items, click the blue + button to add more rows.
{% step %} Scroll down to the Payments section and select Store Credit as the payment method.
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You can see if the client has any store credit available to be used.
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You can also search for store credit as a payment method by typing “Store Credit” into the white search box.
{% step %} If the store credit covers the full cost, the invoice total will be paid. If it does not, click the blue + button to add another payment method for the remaining balance.
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If the cost of the invoice is greater than or equal to the amount of store credit available, the Amount column will automatically equal the available amount of store credit. If the total cost of the invoice is less than the available amount of store credit, the Amount column will equal to cost of the invoice.
{% step %} Save and close the invoice when finished. {% endstep %} {% endstepper %}
Troubleshooting
I overcharged a client and they’ve already paid and left — what do I do?
You can fix this without involving the patient directly by refunding the overcharge as store credit, which the patient can then use against their next purchase.
- Add a product called Overcharge to your dispensary’s product list (do this once — the same item works for every overcharge correction you’ll ever do).
- Open the original invoice and add the Overcharge item to the line items. Set its Unit Price to the exact amount of the overcharge.
- Now correct the other items and prices on the invoice so the invoice total matches what the patient actually paid, but the Overcharge line item is still recorded for traceability.
- Create a refund on this invoice for the Overcharge item only, with Store Credit as the refund method.
The patient now has store credit equal to the overcharge, which OutSmart applies automatically against their next invoice. The original invoice still reflects what the patient paid, and the overcharge correction is auditable as its own line item and refund.