Refund and cancellation processing automation

**Purpose**

1.1. Automate full lifecycle of patient refund and appointment cancellation processing to reduce manual intervention, handling payment gateway requests, updating records, notifying stakeholders, and ensuring compliance with healthcare billing standards.
1.2. Minimize potential errors and delays in refunds, ensure fast patient communications, and sync system data with accounting and EHR environments.
1.3. Streamline practitioner workload, accelerate financial reconciliation, and maintain accurate logs for legal or audit purposes.
1.4. Facilitate integration with third-party patient management, accounting, and notification services to provide seamless patient experience.

**Trigger Conditions**

2.1. Patient or admin request for appointment cancellation via online portal, phone, or email.
2.2. Payment gateway callback for refund request initiated externally (Stripe/PayPal dashboard).
2.3. Practitioner marking an appointment as "no show" or cancelled within the EHR.
2.4. Patient response to SMS/email stating the need for a cancellation, detected via keyword or form submission.

**Platform Variants**

3.1. **Stripe API**
• Function: Refund Payment
• Configure: Call `POST /v1/refunds` with `charge` and `amount` parameters using appointment/transaction ID.

3.2. **Square API**
• Function: Refund Payment
• Configure: Trigger `RefundPayment` endpoint with specific `payment_id` after cancellation status event.

3.3. **PayPal Payouts API**
• Function: Execute Refund
• Configure: `POST /v2/payments/captures/{capture_id}/refund` with corresponding capture reference.

3.4. **QuickBooks Online API**
• Function: Create Refund Receipt
• Configure: Use `CreateRefundReceipt` endpoint and map to patient/customer profile after refund trigger.

3.5. **Xero API**
• Function: Issue Credit Note
• Configure: Deploy `POST /creditnotes` with patient and invoice details on cancellation event.

3.6. **Athenahealth API**
• Function: Update Appointment & Billing
• Configure: Call `PUT /appointments/{id}` to set status and initiate related refund in billing section.

3.7. **Jane App Webhooks**
• Function: Use Webhook for Appointment Cancellation
• Configure: Set webhook trigger for `appointment_cancelled` to push data to billing automation.

3.8. **SimplePractice API**
• Function: Update Appointment & Initiate Refund
• Configure: Use REST endpoint to modify appointment status and initiate refund transaction.

3.9. **TheraNest API**
• Function: Cancel Appointment, Issue Refund
• Configure: Use `CancelAppointment` endpoint paired with payment refund request.

3.10. **Calendly Webhooks**
• Function: Listen for Event Cancellation
• Configure: Set webhook on `invitee.canceled` and connect to payment/refund workflow.

3.11. **DocuSign API**
• Function: Notify Patient of Refund
• Configure: Send completed template notification after refund workflow using `Envelopes: Create`.

3.12. **Twilio SMS**
• Function: Patient Notification
• Configure: Use `Messages` endpoint to send templated SMS confirmation of refund/cancellation.

3.13. **Mailgun API**
• Function: Email Notification
• Configure: Send automated email on refund/cancellation confirmation with appointment summary.

3.14. **Zendesk API**
• Function: Ticket Creation
• Configure: Create refund/cancellation support ticket via `POST /api/v2/tickets` with status and patient info.

3.15. **Google Sheets API**
• Function: Log Event
• Configure: Append record to refund tracker sheet with timestamp, patient, and status.

3.16. **Airtable API**
• Function: Record Refund/Cancellation
• Configure: Add entry in payments table when workflow fires refund automation.

3.17. **Zoho CRM API**
• Function: Update Contact Status
• Configure: Assign refund/cancellation tag to patient profile with note and date.

3.18. **Slack Webhook**
• Function: Internal Team Notification
• Configure: Send message to finance/practitioner team channel on each completed refund.

3.19. **FreshBooks API**
• Function: Update Client Invoice
• Configure: Post refund transaction to invoice and adjust outstanding client balance.

3.20. **HubSpot API**
• Function: Task/Note Creation
• Configure: Add task or note to patient deal record on refund/cancellation action.

3.21. **ClickSend API**
• Function: SMS Notification
• Configure: Automate refund/cancellation alert to patient using ClickSend SMS endpoint.

3.22. **Typeform Webhooks**
• Function: Capture Patient-Initiated Cancellation
• Configure: Form submission on cancellation triggers refund flow.

3.23. **ActiveCampaign API**
• Function: Automated Email Follow-Up
• Configure: Add patient to cancellation/refund automation sequence.

3.24. **Trello API**
• Function: Move Card to Billing Review
• Configure: Card automation moves to refund checklist upon cancellation trigger.

3.25. **SAP Concur API**
• Function: Reflect Refund in Expense Reporting
• Configure: Submit expense refund based on patient billing update.

**Benefits**

4.1. Ensures refunds and cancellations are processed instantly, reducing wait times.
4.2. Eliminates manual data entry errors and provides consistent notifications to patients.
4.3. Keeps financial records up-to-date, automates reporting, and meets compliance requirements.
4.4. Frees staff from repetitive tasks, allowing more focus on patient care and follow-up.
4.5. Enables clear, automatic documentation for audits, insurance validations, and regulatory reviews.