Overview
Staff can use the Flywire Staff Experience to correct or reverse a payment by issuing either a void or a refund.
A void cancels a payment before it settles. A refund returns money after the payment has settled. Both actions update the transaction in Flywire, and depending on the client’s setup, may also affect what is sent to the client’s Host EHR System.
Void vs. Refund
A void is used when the payment is still eligible to be canceled before settlement. It is usually treated as if the payment did not complete.
A refund is used after the payment has settled. It returns money to the original payment method and creates a separate refund transaction.
Void and refund options are not available at the same time. If a payment can still be voided, Flywire typically shows Void instead of Refund. Patients cannot perform voids or refunds, and only certain Staff user have the ability to perform these actions in Flywire
How Refunds and Voids Interact with the Host EHR System
Host EHR behavior depends on the client’s integration setup.
In general, successful payments may create posting information that is sent to the Host EHR System. A void may cancel or remove pending posting information before it is sent. A refund usually creates a separate refund or adjustment transaction that may be included in the client’s posting process.
Staff should know that a successful refund or void in Flywire does not always mean the Host EHR System updates immediately. Some clients use scheduled jobs, batch files, reconciliation feeds, or acknowledgement processes.