Purpose
To ensure consistent handling of patient requests to cancel Invisalign treatment or request a refund, while protecting the practice from unauthorized financial decisions and maintaining proper documentation.
Policy Overview
Critical Policy Points
- Invisalign cases are custom-manufactured medical devices
- Refunds and cancellations are not guaranteed
- All cancellation and refund requests require accounting team approval
- Staff members are not authorized to approve refunds or confirm cancellation outcomes
Step 1: Remain Professional & Neutral
If a patient requests to cancel treatment or asks for a refund:
- Stay calm and professional
- Do not argue or make promises
- Do not guarantee approval
Approved Response Language
"I understand your request. I am not able to approve cancellations or refunds directly. I will document your request and submit it to our accounting team for review."
⚠️ Do NOT Say:
- "Yes, we can refund that."
- "That won't be a problem."
- "You'll definitely get your money back."
Step 2: Clarify the Request
Ask the patient:
- Are they requesting cancellation only?
- Are they requesting a refund?
- What is the reason for the cancellation?
Gather factual information only.
Step 3: Detailed Commlog Documentation
Immediately enter a detailed Commlog note in OpenDental.
Include:
- Date and time of request
- Who made the request (patient or responsible party)
- Method of communication (phone, in person, email)
- Exact reason stated for cancellation/refund
- Treatment status (case submitted, delivered, started, etc.)
- Amount paid to date
- Any remaining balance
- Your name
Example Documentation Format
"[Date] – Patient called requesting cancellation and refund for Invisalign. Patient stated reason: __________. Case status: ______. Total paid to date: $____. Informed patient request requires accounting team approval. – [Your Name]"
Be objective. Do not include opinions or assumptions.
Step 4: Do NOT Make Financial Adjustments
Do NOT:
- Issue a refund
- Reverse payments
- Stop HFD/Sunbit/CareCredit agreements
- Adjust treatment plans
- Promise a timeline
All financial changes must be approved first.
Step 5: Notify Accounting Team
After documenting in Commlog:
Gather Relevant Information:
- Signed Invisalign agreement
- Payment history
- Case status
- Financing details (if applicable)
Contact Liz (Accounting Team) Immediately
Provide:
- Patient name
- Summary of situation
- Screenshot or summary of Commlog
- Current financial status
Do not delay notification.
Step 6: Await Direction
Do not contact the patient again until the accounting team provides instructions.
If patient follows up, state:
"Your request is currently under review by our accounting team. We will contact you once a determination has been made."
Special Considerations
If Aligners Have Been Delivered:
- Note that custom manufacturing costs have already been incurred
- Refunds are less likely once delivery has occurred
If Financing Is Active (HFD, Sunbit, CareCredit):
- Do not stop or alter agreements
- Notify accounting team that financing is in place
Compliance & Risk Protection
Key Reminders
- Never guarantee refunds
- Never guarantee cancellations
- Always document thoroughly
- Notify accounting team immediately
- Maintain professionalism at all times
Required Checklist
Before Completing This Process:
- Patient request documented in detailed Commlog
- Treatment status confirmed
- Financial summary reviewed
- No adjustments made
- Liz (Accounting Team) notified
- Await accounting team approval
Summary
This process protects both the practice and the patient by ensuring proper notification to the accounting team and thorough documentation. Following these steps every time maintains consistency and compliance across all locations.