Tip of the Week

Cancelled Appointments & No Shows: What Happens to Payments?

Shared by Chelsea • January 19, 2026

Does cancelling, marking an appointment as No Show or removing the appointment from your queue automatically refund the patient? 🤔

The short answer is No.

If a patient has already paid, you’ll need to process the refund separately.

Once voided, the payment will be refunded to the patient.

Important note:
If the payment was made more than 7 days ago, it can no longer be refunded directly on your end.

Please contact the support team and provide the payment details so they can help with processing the refund.

Do I need to wait for my payout before refunding the patient?

No. You don’t need to wait for your payout. You may void the payment yourself, or ask the team to void it for you.

The refunded amount will not be included in your next payout.

What if I’ve already received my payout — how do I refund the patient?

You can still refund the payment through the platform. The refunded amount will be adjusted in your next payout.

Can I refund the patient directly (cash or bank transfer) instead of through SeriousMD?

We strongly recommend processing refunds within SeriousMD. Patients pay a service fee on top of your professional fee.

If you refund them directly, the service fee isn’t automatically returned and would need to be handled separately.

Refunding through the platform avoids extra steps and back-and-forth for both you and the patient.

If I decline an appointment request, will the patient be refunded?

Yes they will! Once declined, the patient's payment will be automatically refunded back to them.

How long does it take for the patient to receive their refund?

For GCash payments, refunds are usually instant, but this may vary.
For credit or debit card payments, refunds may take 30–45 business days, depending on the bank.

If the patient hasn’t received the funds after this period, we recommend that they contact their bank directly.