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How to Issue a Refund?

Refunds in Helix are handled through Credit Notes, allowing you to reverse or adjust payments while keeping the original invoice in your financial records. This ensures accurate tracking, complete audit trails, and compliance with accounting best practices — without deleting invoices or disrupting invoice numbering.

⚙️ Overview

A Credit Note (also referred to as a refund) is used when a service or invoice needs to be reversed — for instance, if a patient cancels a service after payment or an adjustment must be issued.
Helix provides a structured refund approval workflow that includes:

  • Refund request creation

  • Optional approval process

  • Refund issuance and voucher generation

🧭 Navigation Path

Patient File → Financial History → Previous Invoices → Row Menu (⋮) → Create Credit Note

 

🪜 Steps to Issue a Refund

🧾 1. Create the Credit Note

  1. In Previous Invoices, open the row menu (⋮) for the relevant invoice.

  2. Choose Create Credit Note.

  3. A new refund window appears and auto-fills all details as if you’re refunding the entire invoice.

You may:

  • ✏️ Edit the refund amount (partial refund).

  • 💳 Change the payment method if required.

  1. Enter a Reason for the refund.

  2. Choose the refund Type —

    • Discount (partial adjustment)

    • Refund (full or partial return of payment)

  3. Click Credit Note to submit the request.

📋 2. Pending Refunds

After submission, your request appears under:
Finances → Previous Credit Notes → Pending Refunds

Each entry shows:

  • Invoice Serial

  • Date

  • Amount

  • Reason

  • Requested By

If an approval flow is configured, the approver(s) will receive a notification.

✅ 3. Approval Workflow (If Enabled)

  • The approver opens the request → sees a preview of the original invoice.

  • A Reason box allows them to enter notes for approval or rejection.

Approver actions:

Option Meaning
Approve & Issue Refund is approved and money is returned immediately.
Approve Only Refund is approved but will be issued later.
Reject Refund is denied; request moves to the Rejected list.

Once approved, the entry moves to Approved Refunds.

💼 4. Approved Refunds List

In Approved Refunds, you’ll see extra details including:

  • Approved By

  • Approved At

  • Approval Reason

  • Issue Date

From the row menu (⋮) you can:

  • 🕒 Review – open and verify details.

  • 🗓️ Issue – confirm the refund and specify the refund date.

  • 🚫 Cancel – withdraw the request before issue.

Select the Issue date while issuing the refund. Helix automatically prints a Refund Voucher for record-keeping.

🔄 Credit Note / Refund vs. Invoice Cancellation

Aspect Credit Note / Refund Invoice Cancellation
Effect Reverses payment while keeping invoice visible. Deletes the invoice entry (no record in the main register).
Invoice Number Maintains numbering sequence (no gaps). Creates gaps in numbering (not audit-compliant).
Audit Trail Shows both the original invoice and refund together. Removes original transaction visibility.
Best Practice ✅ Preferred — preserves full traceability and compliance. ❌ Not recommended (use only for genuine errors).

💡 Pro Tips

💬 Always include a reason when issuing refunds — it appears in reports and audit logs.
🧾 For clinics in regions with invoice serialization rules (e.g., KSA), use credit notes instead of cancellation.
🔒 Refunds can only be processed for Approved Invoices.
📊 Use Reporting → Patient Billing Reports → Credit Notes to review all refund activity by branch, user, or date range.
🖨️ Always print or export refund vouchers for reconciliation purposes.