Refunds & disputes

This is the one most people get wrong, so it's worth stating plainly.

Refunds are a clinic-side action

Patient payments land in your clinic's own bank account (via Stripe), not in a SmilePass-held balance. So when a patient needs a refund, you issue it directly to them from your own bank — the same way you'd refund any other payment.

SmilePass does not retrieve or claw back funds from your bank account to process a refund. That's why there is no "Refund" button inside SmilePass: the invoice detail screen is view + Download only. Issuing the money back is a banking action you perform outside the platform.

Practical steps

1. Confirm what's owed back (open the member's Payment Details and the relevant invoice for the amount).
2. Refund the patient from your practice's bank / payment facility directly.
3. If the membership should also stop going forward, Suspend or Cancel the member so no further charges are raised.

Disputes & chargebacks

A card dispute or chargeback is handled through your bank / Stripe, since that's where the funds settled. SmilePass is the software layer; the financial settlement (and any dispute) sits with the payment provider and your bank.