Payment receipts

Clinicify tells patients about their payments in the messages they already get about their appointment. This article explains what each patient sees, so you can answer questions about a charge.

Booking fees

There’s no separate receipt email for a booking fee. Instead, the booking confirmation the patient gets once they’ve paid covers it:

• If the fee is less than the treatment price, it says the booking fee has been received and comes off the total, so the balance is payable at the appointment.
• If the fee is the full price, it says the payment has been received in full, with nothing left to pay on the day.

The confirmation also reminds the patient of your cancellation window, if you’ve set one. Before they pay, the Stripe payment page states that the booking fee secures their slot, comes off the cost of their treatment, and isn’t refunded if they cancel within your cancellation window.

In their patient portal, the booking shows the booking fee marked Paid. A fee kept after a late cancellation shows as Kept (late cancellation).

Treatment payments

When you use Take payment, the patient gets a message asking for the payment, with a secure link. After paying, they land on a page in your patient portal that says Thank you, your payment has been received. They don’t need to sign in to see it. Once the payment is confirmed, it shows as Paid on the appointment. Clinicify doesn’t send a separate receipt for these payments.

Refunds

When a refund goes through, the patient is sent a message saying the amount has been refunded to the card they paid with and usually arrives within five to ten working days. This includes refunds you make in your Stripe dashboard.

No-show fees

When a no-show fee is charged to the patient’s saved card, they’re emailed a receipt. It gives the amount and the date and time of the missed appointment, says the fee was charged to the card they saved when they booked, and tells them how to contact you if they think it’s a mistake. It’s sent by email only, whatever their message settings. Nothing is sent if the card couldn’t be charged.

What patients see on their bank statement

Your clinic is the merchant for every patient payment, so the patient’s statement shows your clinic’s name from your Stripe account settings. Booking fees also show BOOKING FEE, and treatment payments show a short description, so patients can recognise the charge. You can change how your name appears in your Stripe dashboard.

Good to know

• Payment requests are sent whatever the patient’s message settings, because they need them to pay.
• If you use Xero, each payment is sent to Xero as a paid invoice, and each refund as a credit note. See Connect Xero.
• For a full record of every payment, including card details and payouts, use your Stripe dashboard.